OPTUS REIMAGINES THE RETAIL EXPERIENCE

• Making customer experience a priority
• Feedback wanted: 10 ‘yes’ pilot stores opening this month

Optus announced a major refresh of its retail presence this month with the opening of 10 ‘yes’ pilot stores. Today’s announcement is a significant step in Optus’ promise to ensure customers are at the heart of the Brand. Optus’ national network of ‘yes’ stores is being revamped to give customers a brilliant experience from the moment they walk into store.

Throughout March, selected Optus branded ‘yes’ stores along the East Coast will open their doors with a new concept for customers. This includes a focus on service to make it simple and easy for customers to assist in alleviating the frustrations of deciphering mobile plans and understanding the best internet options available.

Rohan Ganeson, Managing Director of Sales, Optus said, “Easier, simpler and better is what our customers have been telling us they want. We’ve listened, and these stores are an opportunity to deliver a better experience. We want interactions with Optus to exceed expectations and the feedback, both good and bad, from our pilot stores will be invaluable in helping us shape the experience for the rest of the transformation.”

Consumers are now more connected, more informed, and expect a higher level of service. Optus’ investment in our stores and people is recognition of the changing and maturing market.”

From April, Optus will begin revamping the ‘yes’ stores with the ambition to have completed over 100 stores with an additional 33 new stores added to the network within 12 months. This will see Optus take on over 200 new retail staff.

An easier, simpler and better experience will be delivered through:

• Easier:
  • Retail staff participating in new training programs are learning improved skills for customer service.
  • The new service approach aims to solve problems on the spot, alleviating calls to customer care.
  • Gurus will be in store to help with everything from technical queries to choosing the right smartphone.
• Simpler:
  • Friendly staff will greet customers and add them to Optus’ unique queuing app so they can see when a consultant is available.
  • Backend systems make things simpler by showing Optus customer history including plan details and billing information.
  • Customers can test drive live demos in store of products like Optus TV with Fetch, supported by 3G or superfast 4G internet.
• Better:
  • Flexible designs with magnetic countertops and signage allows staff to quickly and easily update product information or change marketing collateral.
  • Environmentally friendly fit-outs like new store lighting will see up to 40 per cent energy savings.
  • Interactive hubs demonstrate the best solutions for mobile, home and business.

These changes are designed to improve the way customers shop and interact in Optus stores. While this transformation is underway, Optus is also working on a revamp of its website and apps to make them more user-friendly. This is all part of Optus’ singular objective to deliver the best customer experience possible, whether it’s in store or online.

The Optus ‘yes’ pilot stores begun with the opening of Hornsby in NSW last week and the further stores will open throughout March in Queensland, New South Wales and Victoria.

Media contact
Claire Wong
Optus Corporate Affairs
Tel: (02) 8082 7850