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Online electrical retailer AO.com is looking at bringing the likes of repair services into customer’s homes, according to its CEO.
Discussing the continuing appeal of stores, John Roberts said he didn’t believe that the whole market would move online, adding that there weren’t many store-based retailer doing online well or vice versa.
The chief exec, who founded AO.com as a pure player in the late 1990s, said he wouldn’t rule out opening stores in the future.
However, he said it was worth looking at what people actually use stores for. For example, somebody who bought a laptop online might value the store as somewhere to get their products repaired.
“What if I could guarantee someone in your home to fix it within an hour? I think you would do that rather than go into the store.”
He said the company has been looking into the logistical requirements of this, including training its drivers to be able to carry out such repairs.
“Building more touchpoints across service is more important than…