Page 10

Mobile Retail Special 310316

Special Feature Inside Vodafone – Redesigning retail How is the role of retail changing within Vodafone? I’ve said previously that sometimes retail is seen as a cost but that Vodafone see it as an opportunity, we’re putting retail first. What this means is we’re re-fitting every single Vodafone store, big or small. We want colleagues to know that we’re Jon Shaw, Vodafone’s investing in them, because they are the Head of Retail, explains cornerstone of everything we do. changes in-store and the impact on staff, customers and local communities. What’s the focus of Vodafone’s current store re-fits? Specifically you’ll begin to see stores that are really tailored to local demands. A part of this is making all of our stores modular so if there’s a need for a focus on business, teaching, insurance, advice or repairs, we can build the store with specialist areas to meet these community demands. It can be also be quite experimental, for instance in White City we have a car and a garden in our shop and in Croydon we’re using Vodafone’s web presence hand-in hand with staff advice. How have staff reacted to the refits? Feedback shows our staff are 20% more likely to stay in Vodafone once they’ve had a refit, which is brilliant because we really want everybody to feel valued for what they do. When the shops are shut for refurbishing, we’ve been running training days and one-to-one career development meetings as well. When they re-open, we make sure to bring senior team members and local mayors to celebrate the launch with them. I think it’s a strong statement that we’re here and we’re investing in the local area. Your new stores cover consumer, business and enterprise, how does this work and what effect do you expect this to have? It will fulfill a different service with each, with consumer its giving the right phone to the right person, with business it’s 14 mobile 31 March 2016 www.mobiletoday.co.uk


Mobile Retail Special 310316
To see the actual publication please follow the link above