Holland & Barrett engages with customers in its stores and online
Holland & Barrett engages with customers in its stores and online

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Talking to customers is a real focus for health food retailer Holland & Barrett. The business trains its staff to take an expert approach to advising shoppers in store. Staff go through its in-house Holland & Barrett Natural Health Academy, on courses that last an average of a year, in order to gain qualifications that equip them to advise customers in-store about products such as dietary supplements. It’s an approach that the retailer prides itself on and it’s no surprise that it features prominently on its website as well. The site is home to The Health Hub blog, populated with recipes, advice, explanations of different supplements and how eating foods from carrots to golden flax seeds can help to improve health.

One interesting feature is the use of a ‘trending’ box next to the Health Hub search box. At the time of writing, immunity, vegan and sleep were all featured, pointing shoppers towards information that others were finding useful. The website also promotes the Healthbox scheme, which recommends products based on an interactive consultation,…