Halfords Drives Customer Loyalty Through Digital Transformation

As the UK’s leading cycling and motoring retailer, Halfords provides a one-stop shop for bikes, high-quality car parts and accessories, travel equipment and satellite navigation devices. The group currently has 460 stores offering more than 115,000 different product lines, supplemented by a growing e-commerce division.

Prior to its involvement with digital rewards, Halfords had been using gift cards towards good will and as a form of refund for its customers for nearly two years. The B2B side of its strategy involved the bulk selling of Halfords-branded gift cards to private companies. Halfords also used gift cards from other brands within its call centres.

This process was becoming operationally expensive to run due to physical gift cards. Halfords needed to maintain this strategy while moving to a whole new process with a digital route to fulfillment. They wanted to reduce the financial and internal burden of using physical gift cards as a good will and reward mechanism.