Carphone Warehouse 2014 Annual Report Download - page 18
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Annual Report 2014
16
STRATEGIC REPORT
Strategy and KPIs
13–14 ACHIEVEMENTS
OBJECTIVES
CONTINUE TO BUILD SCALE
Leverage global scale
tobuild strategic
relationships with key
suppliers and partners
Replicate success
ofBestBuy Mobile in
theUS by partnering
with retailers in
targetmarkets
+Delivered significant postpay market share gains in the UK
+Continued to develop franchise and managed services businesses, which generally require
limited capital investment
+Entered into global purchasing agreement with major Ukrainian retailer, Allo
+Signed store-in-store ("SIS") agreement with Media-Markt Saturn in the Netherlands,
forapproximately stores, as well as an online partnership with Redcoon, itsonlinebrand
+Signed SIS partnership agreement with Harvey Norman inIreland, for stores
CONTINUE TO DEVELOP CONNECTED WORLD SERVICES
Leverage expertise
andsystems capabilities
to provide managed
services to third parties
+Signed a preferred-partner agreement to run Samsung Experience Stores
acrossEurope
+Continued to develop omni-channel platform, honeyBee, with Accenture
+Continued to develop third party service agreements with RBS, for the provision
ofmobile phone insurance, and with TalkTalk and British Gas, forthe provision
oftechnical support services
+Signed insurance sales and administration agreement with Innov in France
OWNERSHIP OF THE CONNECTED WORLD
Provide outstanding
value and simplify
complex areas of
connected technology
forour customers
Enhance multi-channel
platforms to improve
customer choice
+Delivered record market share gains in online new subscriptions and upgrades in the UK
+Successful launch of online live-chat functionality
+Improved and adapted online and in-store customer journeys
+Focused on social media and m-commerce to drive traffic and improve conversion
+Launched a tablet-based sales tool called Pin Point, which enables our colleagues
instore to explore our customers’ needs around complex areas such as data usage,
Gcoverage and how to future-proof tariffs
+Invested in nationwide training and engagement events for all our UK colleagues
todevelop a world-class assisted sales experience for our customers
+Launched the Geek Squad quick-start self-help programme on our GeekSquad.co.uk
website, offering free technology advice
+Developed a number of new insurance propositions for our customers, including
multi-policydiscounts
+Continued to improve customer service, achieving record customer recommendation
scores for the year