Carphone Warehouse 2011 Annual Report Download - page 18

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14 Carphone Warehouse Group plc Annual Report 2011
BUSINESS REVIEW
BEST BUY EUROPE: STRATEGY AND KPIs
HARNESSING THE CONNECTED
WORLD THROUGH A CUSTOMER
CENTRIC STRATEGY
Provide outstanding value
and service across the
broadest range of products
• Continue to construct innovative
propositions and to find new ways
to subsidise expensive products.
• Expand our ‘Wireless World’ store
format to provide the broadest range of
smartphones and to extend the product
range into other connected devices.
• Offer a full suite of hardware,
accessories, connections, content and
services to enable customers to make
the most of their technology.
Help consumers simplify
complex areas of technology
• Continue to invest in the ongoing
training of our expert consultants,
and to focus on in-store set-up through
the ‘Walk Out Working’ programme.
• Increase the number of stores with
dedicated Geek Squad resources,
and continue to develop Geek Squad
phone and home support.
• Maintain investment in operational
platforms to simplify transaction
processes.
Enhance multi-channel
platforms to improve
customer choice
• Ongoing investment in online
transactional sites.
• Increase range of delivery
options across stores, home and
work to maximise convenience.
• Access extended online range in-
store to provide additional choice.
Strategy
1 OWNERSHIP OF THE CONNECTED WORLD
Reinvest benefits of scale
in improving the consumer
proposition, in turn, driving
further growth
• Best Buy Europe continues to maintain
this long-held strategy in both Europe
and the US.
Continue to expand and
improve the quality of the
retail portfolio
• Continue the rapid roll-out of stand-
alone stores in the US and increase
selling space within Best Buy Mobile
stores within ‘Big Box’ stores.
• Improve the quality of European
portfolio through migration of
appropriate sites to a ‘Wireless
World’ format.
Leverage global scale
to secure exclusives and
scarce products, and build
strategic relationships with
key suppliers
• Apply combined scale of Best Buy
Europe and Best Buy to drive
differentiation from competitors
and obtain exclusive products.
• Continue to develop commercial
alignment with the mobile network
operators, to enhance strategic
partnerships.
• Utilise Best Buy’s established
own-label supply chain to improve
the value proposition across all
Best Buy Europe channels.
2 CONTINUE TO BUILD MARKET SHARE