Our franchise estate operates over a range of locations across the UK, predominately on the South Coast, South East, Greater London and now including South Wales. A key driver to our success includes our ability to adapt our services at a localised level, quickly and efficiently across our local communities, markets and people. We have several practices and solutions in place to ensure that we can continue to operate effectively in this manner.
Our Communities & Our People
Since the last entry and our win with Mobile Industry Award 2016 marketing took a fresh look into our approach. After the awards the group acquired another franchise group called Franchise Int Limited taking us up to thirty-three stores. From a store level, individual care plans have been introduced to incorporate the stores quarterly targets, challenges and needs . As part of the plan stores provide all the necessary information about the environment it operates within this is used to ensure relevant material is collated and sent to each listed business to drive a visual presence and encouraging the audience to contact the named store. The individual care plans really support each store to be aware of the environment and audience it caters to; to fully ensure they deliver the ultimate experience for all their shoppers.
Our stores based in southern wales for example introduced a new project called The Rural Road Trip which was arranged by three stores to go out to selected rural areas nearby to offer a designed and catered service for our customers that struggle to travel in.
Over the years the teams had built relationships with various customers helping them with pre planned visits to ensure various stock was available to avoid wasted journeys and ensure all their requirements were met on their short visit in town. The idea is to bring O2 to them, helping to strengthen our brand and relationship with all. Re enforce the service is for all whether O2 or non O2 but also cater for the near and importantly include the far. This initiative will support our goal to turn customers into fan and support O2's new campaign #followtherabbit for amazing digital experiences.
Charity and Community Support Projects
Tea and Tech
MIND - Mental Health Awareness Day
One of our campaigns we have developed and introduced called has gone from strength to strength since last year. It has now been introduced to our fellow O2 franchise groups as an official campaign establishing interaction with our high street shoppers, to educate, to inspire and raise the profile of our Guru’s. We have recently teamed up with West Sussex County Council for a digital tea party together with Barclays Eagles. From the success of the digital tea party we have been invited to host Tea & Tech in selected Barclay’s branches without an Eagle of their own to ensure their customers get the best technical support. This is such an amazing opportunity to work collaboratively with a fellow high street business in addressing our joint customer’s needs and strengthen the brand's guru service for all.
We have now created and introduced a new campaign called The Mini Youth Project. Coastal Academy contacted us with concerns of lack of investment from local businesses and the impact on future employment opportunities for their students. Working in partnership with Coastal Academy we have developed a project which supports these students gain valuable work experience within our stores, mentored by our teams and gain the best experience to equip them on their ventures into the employment world. O2 has been recognised for best customer services the past seven years and it’s the best place to learn from. Opening our doors to the next generation to support their employment future is extremely rewarding.
This year we have developed a new relationship with a charity called St. Mungo’s that specialise in the rehabilitation of the homeless people across the UK. They work closely with a number of hostels nationwide to house people and get them into a two-year journey. The final chapter is getting candidates back into the employment world. St. Mungo’s lacked support from within the retail sector, we have opened our doors welcoming a new relationship with the charity by hosting quarterly workshops. This has resulted in the employment of three candidates to date. We look forward to how many more candidates we will employ and how many lives we can change through the St. Mungo’s initiative. Some pictures of the workshops shared on (Appendix 7).
Access for Carmarthen campaign supporting Lizzie Johnstone’s on her venture to make Carmarthen the first disabled friendly town in the whole UK with the goal of the world. She recently teamed up with our welsh stores and we was recognised as the first retailer to support her campaign. All nine stores have got behind Lizzie’s campaign fundraising, sky diving and a 5k run in order to get this project off the ground. This campaign will ensure everyone in the community who has a visual, hearing and physically impairment will get the support and service they require. This also means all businesses involve will participate in training and staff will be signed off. Everyone with an impairment will have a yellow registered card and each store involved with Access will be clearly signed ensuring we provide the ultimate experience for our customers re enforcing the message behind our brand #moreforyou.
Our teams have continually supported our partnership with NSPCC in stores. Working close with Azoomie to showcase the benefits of the product for both parents and their children. (Appendix 9) for all the work the teams have put in for the awareness of NSPCC.
Access Carmarthen Campaign