O2

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Help O2 maintain market dominance by equipping their branch managers to deliver exceptional revenue, service and team engagement.

Driving retail business growth

Challenge

Help O2 maintain market dominance by equipping their branch managers to deliver exceptional revenue, service and team engagement.

Solution

  1. A research phase to identify the critical behaviours and activities needed to deliver O2 Retail’s key business metrics: exceptional customer experience, revenue and team engagement.
  2. 360º diagnostics to assess branch managers against these behaviours and activities.
  3. Kick-off day and 5 bespoke, bite-size sessions delivered to branch managers every 2 months as part of area meetings.
  4. Focused, topical, on-the-job action challenges completed by branch managers in between sessions to increase application and drive business results. Area managers observed the sessions and provided coaching.

Results

N.B. Other factors such as the launch of iPhone 4 and a restructure of Area Manager roles will have affected the improvement shown for the business metrics above.