Optus is looking to refresh their customer experience by revamping their retail experience across 10 retail stores opening this month along the east coast of Australia as ‘yes’ pilot stores.
The re-branded concept stores will continue to roll out across their existing stores over the next 12 months and include the addition of 33 new stores as well as 200 new retail staff. The overhaul of the retail experience will also include an overhaul of the Optus website and Optus branded applications. The new stores are beginning to open now, with Hornsby in NSW opening last week and further stores opening their doors this month in QLD, NSW and Victoria.
The new stores will focus on service, with staff undergoing new training programs that will see them better equipped to help customers decipher mobile plans and choose internet packages as well as having ‘Gurus’ in store to help with technical queries. Staff are also being provided with training to help alleviate calls to customer care and solve issues in-store, with a new queuing app being introduced to allow customers to see when a consultant is available.
As well as getting improved service in-store, customers will be able to experience live demos of new Optus products such as the Optus TV with Fetch or 4G Internet. There will also be interactive hubs which will show off solutions for home, business and mobile. Stores will also see newer technology used which will show a 40% energy saving using new lighting.
I’m an Optus customer and have been for a fair while so I welcome these changes, I use their website fairly regularly and can’t wait to see what they have up their sleeves.
Are you an Optus Customer? Do you think an overhaul of retail stores and their online presence is needed?