Updating MNO Retail Propositions
2019.10.01   |   43 pages   |   Revenue Continuity

Author:
Nicola Warren


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Key Infographic

 

Introduction

While fewer sales may occur in physical channels, MNO stores continue to play an important role in customer journeys, contributing to MNO sales overall.  Operators require an integrated omni-channel retail strategy that includes stores and broadens the store role to increase their productivity, responding to general retail trends.


This report examines these trends to come up with recommendations for MNOs developing their store strategies.

 

Three i3

 

Companies: Orange, Singtel, T-Mobile, Amazon, Apple, AT&T, Telenor, Telefonica,

Countries: France, Singapore, USA, Sweden, Spain,

Keywords: integrated, CRM, omni-channel, digitally augmented, retail environment, meaningful, store assistant, customer understanding, marketing mix, immersive, business-to-business-to-consumer, authentic, community, self-service channel consistency, human experience, brand positioning, store layout, Amazon Go, kiosk, pop-up, customer comfort, stores, customer journey, data analysis, digital experience, retail, franchising, simplify, social experience, Unboxed by Singtel, brand consistency, personalisation, customer relationship management, digital tools customer data, humanize, third party, store format, physical, store footprint, phygital, B2B2C, flagship, store design, integration, customer control, storytelling, interactive, emotional empathy, relevant, channel, Smart Store, partnership, humanise, customerexperience, Signature store, retail staff, store location,

1

Overview

1

1.1

Key Infographic

1

1.2

Introduction

1

1.3

Three i3

1

2

Background and Content

2

2.1

Background to the Report

2

2.2

Report Content

3

2.3

Currency and Conversions

3

2.4

Further Questions and Feedback

4

3

Retail Context

5

3.1

General Retail Climate

5

3.1.1

Amazon Retail Stores

6

3.2

Telecommunications Retail Climate

8

4

Trends in Retail Practices

11

4.1

Positioning

11

4.2

Integration

12

4.3

Personalised Customer Service

13

4.3.1

Data

14

4.4

Store Placement

15

4.4.1

Physical Formats

15

4.4.2

Store Ownership

16

4.5

Simplify

17

4.6

Real-life Human Experiences

18

4.7

Community

19

4.8

B2B2C Partnerships

20

5

Case Studies

21

5.1

T-Mobile - USA

21

5.1.1

Introduction

21

5.1.2

Store Formats

21

5.1.3

In-store Environment

23

5.1.4

Assessment

25

5.2

Singtel, Singapore

26

5.2.1

Introduction

26

5.2.2

Store Formats

26

5.2.3

In-store Environment

29

5.2.4

Assessment

31

5.3

Orange, France

32

5.3.1

Introduction

32

5.3.2

Store Formats

33

5.3.3

In-store Environment

34

5.3.4

Assessment

38

6

Findings

39

7

Recommendations

42

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