Intek - once the fifth largest independent retailer of mobiles phones in UK - identified that complaints, staff turnover and customer churn were high. They were seriously concerned that service was inconsistent across the stores, and there was a need to change mindsets.
Intek wanted to create a stand-out customer experience, and build a brand known for developing excellent customer relationships. Get this right, and the business would be well-positioned to increase profitability substantially. So that’s where we stepped in…
We carried out a programme of mystery shopping in a selection of the retail outlets, as well as conducting telephone interviews with domestic and corporate customers. We explored customer perceptions and values, discovering that one third of customers were not having their expectations met. Customers wanted a greater degree of trust and commitment.
We developed bespoke training to improve the team's understanding of customer relationships, helping them to understand that they were delivering an experience, as opposed to just selling a mobile phone solution. We worked with the teams to challenge their thinking, developing new standards of service behaviours. We put trust at the heart of the business, using the company vision to reinvigorate and unite the sales team.
Customer complaints reduced within 6 months of training.
Managers recognised that attitude was key to hitting targets and staff recruitment improved.
The customer-centred approach improved the employee experience and resulted in reduced staff turnover.
Customer renewal rate increased.
A Client’s Perspective…
“We needed an independent view and guidance on the way we were delivering our customer and employee experience. The research was very thorough and the training was spot on. They built a great rapport with our retail teams. Sidona proved the ideal solution and I would highly recommend them.” Manny Hussain, Managing Director