About Richer Sounds Richer Sounds is a British home entertainment retailer that operates online and through its 53 physical stores. Richer Sounds has been on the UK’s High Street for more than 40 years, but online they compete against giants like Amazon, Argos, and eBay. Situation In a world where 90% of UK shoppers are Amazon customers, even a popular High Street retailer like Richer Sounds faces major barriers to maintaining market share, let alone growing it. This small digital player needed an innovative and more effective way to compete. Richer Sounds knew it couldn’t win on price or delivery speed, but it was miles ahead in product knowledge and customer experience — the characteristics that made its physical stores popular with loyal audio and video enthusiasts. Richer Soun

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