How can internal corporate functions reap the benefit of customer centricity?

Transformation of the Group Property Function, Carphone Warehouse

Targit Case Study Challenge Image - CPW Property

THE CHALLENGE

To evolve and streamline Property operations across a wider, European geography; leveraging expanded scale, fresh commercial leadership and improved team working to become customer-centric contributors to business value.

THE APPROACH

To craft meaningful vision and values statements; owned, lived and breathed by leadership
To focus on leadership team rhythms and rituals; optimising management cohesion
To co-create an operations handbook designed to guide behaviours and ways of working across the function
To champion regular (and improved) reporting and insights
To cement the vision and the day-to-day operations with regular, planned comms activities and interventions

THE OUTCOMES

Targit Case Study Icons - CPW Property Reporting Cycle

Established an effective monthly and quarterly cycle of events, reporting and news tailored to different audience groups.

Targit Case Study Icons - CPW Property WCS Score

Achieved world class customer service score of 73% year-on-year, also gathering improvement opportunity data.

Targit Case Study Icons - CPW Property Industry Event

Uplifted the ROI of attending annual industry conference by first articulating clear objectives and refreshing the approach.

COMMS SHOWCASE

Targit Case Study Image - CPW Property Vision

Targit Case Study Image - CPW Property Newsletter 1

Targit Case Study Image - CPW Property Newsletter 2

Targit Case Study Image - CPW Property Vision Update

Targit Case Study Image - CPW Property Recognition Scheme

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