The Carphone Warehouse is set to overhaul its customer experience strategy – a move which will include the introduction of a new online ‘smart tool’.
The Each and Every Customer Counts campaign will see a ‘complete transformation’ of the chain’s customer service, which includes a PinPoint-powered app on its website.
The Carphone Warehouse will also invest £10 million in TV advertising and social media activity, which is set to launch this weekend.
Marketing director Julian Diment said: “We were the guys that ultimately invented mobile phone retailing.
“This is a complete transformation using the power of our colleagues with the power of technology to make sure we are genuinely making the right recommendation based on the costumer as an individual rather than ‘here’s some deals’.”
3,000 specially-trained staff will man tablets connected to the online ‘smart tool’, which guides customers through choices of networks, tariffs, and handsets.
Photo Credit: Betty Longbottom (geograph.org.uk)