B&Q Hands Partners Andrews Aldridge Customer Experience Work

Partners Andrews Aldridge has been appointed by B&Q to work on its customer strategy. 

The agency was appointed after initially working with the retailer on a strategic review of its CRM activity. There was no previous incumbent on the account. 

Partners will now be responsible for providing B&Q with strategic support to transform the brand’s end-to-end customer experience. 

It will offer crucial data insight and help develop more connected and intuitive customer journeys. 

A key part of this will be the enhancement of ‘B&Q Club’, the brand’s loyalty programme, which offers customers a range of rewards, benefits, and exclusive help and advice tailored to product purchases.

Partners will work closely with Engine sister agency WCRS on the B&Q business. WCRS was appointed as B&Q’s advertising agency in January 2014, and since then has developed a number of campaigns encouraging people to ‘unleash the B&Q’ in them. 

Mark Davison, managing partner of Partners Andrews Aldridge, said: “We’re thrilled to be working with such a vibrant and prestigious brand, providing support to tackle some new and exciting customer challenges.”