How do you create a ‘Transformational Customer Experience that empowers societies’?
Services: Market, Business & Category Immersion | Consumer Insight | Concept Development | Brand Identity | Retail Experience | Innovation Strategy | Customer Experience | Retail Design
Transforming Telenor’s stores and consumer retail experience
In 2014, Telenor Hungary’s retail estate was losing footfall, as customers took their spending online. This was having a negative impact on its ability to cross- and up-sell products and services, and its influence on the customer experience was waning.
Telenor also needed a return on its significant recent investment in a superfast mobile broadband network, principally by driving adoption of lucrative data contracts among the call and text package subscribers.
Telenor’s leadership was driven by a burning desire to create ‘Transformational Customer Experience that empowers societies’. They asked Clear to make it real.
We stripped back the challenge into two key objectives:
Firstly, drive sales by creating an immersive, fluid, omnichannel store experience to increase footfall and capture new customers along the entire purchase journey.
Secondly, to bring to life the ‘Hipernet’ superfast broadband proposition and demonstrate the benefits of mobile data to the low data use customers.
Hipernet for all
Clear embarked on an Omnichannel journey with Telenor, transforming their stores and consumer retail behaviour at the same time. Making peoples lives easier and allowing them to enjoy a richer entertainment and media experience.
Every aspect of the journey was considered allowing the ‘handing off’ of baskets created on device to the store or to other shopping platforms.
The bricks and mortar store had to behave in a new way. Embracing ‘Live’ allowing for ‘Play’ and enabling the consumer to ‘Control’ every aspect of their mobile life.
Our final store production heroed the Telenor differentiator ‘Hipernet’.
Not ‘a speed’ but instead a guarantee of the fastest available speed at any time. This alternative attitude allowed the design of the space to be planned as a calendar of events that showcased everything from the more traditional products and services to live events and social gatherings.
Live sports, music and entertainment are beamed on connected screens throughout the store, and customers can continue stream the content on their mobile devices once they have left.
The new concept blurred the lines between on and offline experiences. It invited customers to start, continue and complete their purchase journeys seamlessly across mobile, digital and real-world.