Customer Plan
Being customer focused means that everything we do is about making life easier for our customers. As a result we have built the Customer Plan which is the basis of everything we do and underpins our Renewal & Transformation plan making the business better, easier and cheaper.
To view our video on the Customer Plan click here..
Click on the diagram below to discover how our Customer Plan works.
THEY'RE INTERESTED IN WORKING OUT WHAT'S RIGHT FOR ME
We have introduced a unique training programme called FIVES for our colleagues which gives them the right tools to have an informed conversation with our customers to help them choose the right product for their needs and to ensure they have everything to help them get the most out of it. We are also ensuring that we have the right number of colleagues in stores at times to suit our customers.
THEY DEAL WITH QUERIES AND COMPLAINTS BRILLIANTLY
If a customer does have a problem, we want to get it sorted out as quickly and as conveniently as possible. Our call centre is in house so we can take responsibility for every interaction with our customers. We give our colleagues there and in our stores the ability to take responsibility for a customers issue and to resolve it as quickly as possible. We have improved the processes to make the issue resolution and interaction by our customers a much simpler process. Most importantly we are using information from customer issues to improve processes across the business to reduce the likelihood of a customer having a problem in the first place.
IT'S AN EXCITING PLACE TO BE
The products we sell put exciting new technologies in the hands of our customers. Our new store formats are designed to bring that technology to life with play tables and better displays allowing customers to get closer to the technology and try before they buy. Interactive areas such as a live kitchen, HiFi studios and camera bars combined with enhanced displays by manufacturers make our stores an exciting place to be. We are constantly looking to improve our store formats so they are market leading and truly making our stores an exciting place to be.
THEY MAKE THINGS WORK AND KEEP THEM WORKING
We are the only electrical group in the UK that can offer end to end help and support for our customers. We can deliver and install at the customers home. Set-up or upgrade customers products either in-store through our tech clinics or even in the customers home. Our in store technicians, colleague's product knowledge and in-house call centre can help take the frustration out of technology for customers, as well as being there for simple advice or for getting things sorted when they go wrong. Our customer support plans provide peace of mind should anything happen to our customers' products if they do break down. Our state of the art repair facility ensures that we can get a customers TV or laptop fixed as quickly as possible.
IT'S EASY TO SHOP
With better signage, improved layouts and more 'reasons to buy' information we are making it easier for our customers to find the right product to suit their needs. Playtables and improved merchandising help show the product better enabling customers to make more informed choices. Our colleague training programmes ensure that customers get the right advice from an informed colleague.
THE PRICES ARE GOOD
As Europe's largest specialist electrical retailer and services company we are able to offer customers unbeatable value. We check thousands of competitors prices each week to make sure we offer the best value to customers. Our price promise means that if a customer does find the product cheaper elsewhere we'll match the price and refund them 10% of the difference. Our new range of own brand products offer customers a clear choice of good, better, best choices of great value products across our ranges. We are also reducing costs across our business so we can improve prices for products and services for customer further.
I CAN GET WHAT I WANT WHEN I WANT IT
This isn't just about making sure our stores are open at times to suit customers. We have improved our processes to offer customers our market leading next day timed delivery slots (3 hour time slots from 7.00am to 10.00pm). If a customer is happy to wait a few days we can deliver for free. In our Megastores we can even deliver the same day. We are also improving our stock availability and processes to make sure products are available for our customers when they need them.
THE CUSTOMER PLAN
The Customer Plan involves improving the whole shopping trip for customers, whether that be in our exciting new stores, better ranges at great value, untangling the shopping trip for customers, helping them get their products up and working and keeping them working as technology gets more and more embedded into daily lives.
