CEO Smyth Promises “Peace of Mind” at H&R Block With Customer-Centric Focus
H&R Block performed miserably in the 2009 tax season, handling 5.8 percent fewer in-store, retail tax returns, as clients sought lower-cost IRS filing alternatives due to difficult economic conditions. Can the largest provider of tax preparation services in the U.S, with almost 13,000 retail outlets, draw more customers to its stores for the 2010 tax season by re-focusing marketing and operational initiatives back towards its core, store-front business? Overall retail tax returns in its 2009 U.S. tax season ended April declined 3.2 percent to 21.1 million, offset by 45.2 percent growth in its prepared online service to 2.8 million users. The company still remained the top tax preparation provider in the U.S., constituting 15.8 percent of all estimated individual tax…
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