T-Mobile UK asked us to work with them to deliver an outstanding customer experience by their UK retail network. We developed ‘Retail Revolution’; a change programme focused on delivering the T-Mobile brand experience through a mix of training and development for retail teams.
The programme was built around a clear set of ‘Brand Behaviours’ developed to mirror the T-Mobile brand. It included face to face training plus a range of supporting development activity led by Store Managers.
The programme was highly successful and we subsequently supported T-Mobile to roll out it out into their call centres.
'The customer research carried out by cda has helped us to define the role of our high street stores as part of the wider T-Mobile customer experience'
(T-Mobile, UK MD)