Etisalat Stores Redesign
Enhancing customer experience in retail for success. As the premier telecommunications provider in the UAE, Etisalat aims to enable a connected lifestyle for its customers, striving to outperform its competitors in this mission. However, in 2014, visiting one of its stores often meant facing long queues. Acknowledging the significant impact of store experiences on customer interactions, Etisalat sought to improve this situation. Partnering with Start, they reimagined their retail approach to create a more responsive and streamlined customer experience that aligns with business objectives while engaging consumers effectively. The revamped stores offer a variety of customer-centric and interactive experiences within a modern, digitally-enabled, and socially engaging environment, with attention paid to operational efficiency down to minute details. The customer service became significantly more efficient, empowering customers to find solutions independently and resolve issues on the spot. Metrics such as sales figures, customer satisfaction scores, and waiting time tracking have demonstrated that the new design has successfully enhanced customer connections with Etisalat’s offerings. Importantly, this transformation has led to increased sales of premium products and services, prompting the expansion of this innovative concept throughout Etisalat's retail locations across the UAE.