11/26/2008 12:56:00 PM
T-Mobile's direct stores will number over 300 in 2009
T-Mobile’s number of direct stores will be ‘comfortably over 300’ next year – an increase of over 20 from its current 287 stores.
T-Mobile stores are widely believed to be among the better of the networks’ own stores, having started slightly later to grow its retail footprint. Hyde said integrated sales and customer service in spring this year under the leadership of sales director Gordon Ballantyne.
As part of the changes, Russell Taylor was appointed as customer services director and Andrew Coull now heads up the direct retail business.
Hyde said store opening rates would hinge on ‘driving quality and the economic environment’, adding: ‘It’s a good time to be growing where you can.’
Customer service has been a subject that Hyde identified as a weak area of the UK mobile market when he joined in January 2006, with what was, at the time, a radical ban on all outbound calling, even by small independent dealers.
He said: ‘We are still miles away from where we need to be as a company and as an industry. We have to get to the point where we give a memorable experience to the customer and they want to [stay with us] without giving free stuff to them.’