1st Jun 2018
Outdoor retailer Mountain Warehouse revealed this week that its annual profits have climbed by more than a fifth, with pre-tax profits for the year to February up 35.6% to a record £26.6m.
After 21 years of unbroken revenue growth, the company’s chief executive Mark Neale said he does not “subscribe to talk about the death of the high street. If you have the right products at the right price, with good service, customers will keep shopping with you if you have the right retail locations.”
Mountain Warehouse, which currently employs around 3,000 people across its 300 stores, has announced plans to open 40 new stores over the next 12 months, creating an additional 450 jobs.
“We’ve all seen the struggles some retail businesses are having,” added Neale. “At Mountain Warehouse, our relentless focus on value-for-money, everyday outdoor gear for all the family has continued to resonate with our customers.”
Neale’s comments chime with a blog written by Jo Causon, chief executive of The Institute of Customer Service, earlier this year. “Financial results tell us what has been – the customer experience trajectory tells us where an organisation is headed,” she wrote. “Across revenue, profitability and productivity the story is the same: those organisations that perform highest in terms of taking a customer-centric approach fare best.”