Retail resolutions for 2017: Seb James, Dixons Carphone

I have three retail New Year resolutions.

First, stop moaning about Brexit.

I was a pretty passionate remainer and was a bit down-in-the-mouth for a while about the result.

There is no doubt that there will be uncertainty and inflationary pressure as a result of the referendum.

But having said that, we now need to get on and make the best of it and make sure that, whatever happens to the world around us, we are giving customers the best deals and the best service anywhere.

Second, truly think digital.

Retailers with shops and home services as well as a digital platform need to think the way the customer thinks: seamlessly between channels.

“Today, customers expect their goods in an hour, their repairs in a day and a response to their tweet in 15 minutes”

That means really understanding the data that we get from people shopping with us in every channel, and using that data to fulfil our purpose – making people’s lives better through technology – no matter where and how we meet our customers.

And finally, get faster.

Only five years ago, seven days for a delivery was fast, six weeks for a repair was normal, and 48 hours to respond to a letter was fine.

Today, customers expect their goods in an hour, their repairs in a day and a response to their tweet in 15 minutes.

We can do some of this, but we need to pivot everything in our service offer to be configured for speed. If we don’t, somebody else will.

• Seb James, chief executive, Dixons Carphone