Retail Revolution

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.

 

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someone on their phone with a t-mobile bag
‘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)