CASES

INDUSTRY: Telecoms

Brief

When the executive team of Oskar Mobile, a beloved challenger brand in the Czech Republic, set an ambition of creating the most innovative and forward-thinking retail customer experience in their market, we inspired them to set their sights even higher.

Solution

Working closely with representatives from all functions of the organisation, we began by clarifying the priority audience for the brand, then leveraged our Emotional Root Tapping^™ methodology to gain deep insight into the role of mobile services in giving target customers a boost of inner confidence.  After a comprehensive audit of Oskar’s current stores along with those of competitors, we engaged practically all functions of the organisation in the task of designing and implementing an entirely fresh and future-forward retail experience – one built to empower customers and bring Oskar’s inspiring new brand platform to life.

Results

As a direct result of the revamped experience, virtually all retail metrics got a significant lift – from spontaneous store visits, to improvements in sales close rates, to customer and employee satisfaction.  The new stores went on to win the prestigious DBA Design Effectiveness Award for best retail, and the store design is often cited as one of the principle reasons Vodafone Group chose to acquire Oskar instead of the larger market competitor it originally had its sights on buying.