Carphone Warehouse: Pin Point - Creating a smarter assisted-sale service
Bow & Arrow
Executive summary
Pinpoint. Creating a smarter assisted-sale service.
Opportunity
Car phone Warehouse was seeking to ensure it was delivering a consistent selling journey for their 5,000+ retail staff in their 770+ stores, to give it's customers the best tailored assisted-sale service in the UK.
Approach
Bow & Arrow spoke extensively to colleagues, customers, and stakeholders, and conducted mystery-shopping around the country both in-market and with 19 brands out-of-market. This was accompanied by research into the future of retail, psychology and behavioural economics.
Research showed customers were...