12/30/2010 10:05:00 AM
Power 50 Profile: Steve Blan, Director, Carphone Warehouse
Steve Blan has radically changed the way Carphone’s retail estate operates. In July 2009 he did away with the commission structure, raised basic salaries and brought in a bonus scheme based on customer satisfaction scores.
Blan's aim was to recapture Carphone’s reputation for impartial advice and to put customer service at the heart of its sales proposition. Blan has introduced the NPS system, which means only very high customer scores will trigger a bonus. Customers have to be fans, who will actively recommend Carphone.
In his view, if the retail staff are trained properly and engaged, they will provide a quality service, which will attract customers, which in turn will provide the sales the company is after. The new system proved painful for some staff, but many others have bought into the new regime. Over the last two quarters Carphone’s sales figures have been exceptional, its staff engagement levels have risen, as have NPS scores.