Carphone Warehouse 2014 Annual Report Download - page 11

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STRATEGIC REPORT
CONNECTIVITY
IS AT THE HEART
OF WHAT WE DO
We have adapted and evolved our retail
offering to accommodate customers’
changing needs. We recognise that we have
the opportunity to connect with customers
using multiple channels. Weaim to offer
aconsistent and high-quality experience
across all our channels – contact centres,
retail outlets and online alike.
SUPPORT
GEEK SQUAD
INSURANCE
TECH SUPPORT
REPAIRS
Our websites are the most visited
touch-points for our brand and the
beginning of the journey for most
customers. While we have invested to
provide a truly multi-channel offering,
customers continue to value the
advice available within stores, given
the complexity of the technology
available, and the opportunity to
obtain technical support through
thebusiness’ Geek Squad service.
CHANNELS
CONTACT CENTRES
RETAIL STORES
WEBSITES
MOBILE SITES
DELIVERY
CLICK AND COLLECT
FREE NEXT DAY
FREE NOMINATED DAY
DELIVERY TRACKING
Carphone Warehouse Group plc
Annual Report 2014 09