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Topic # 215247 19-Jun-2017 10:03
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Just received:

 

 

Moving away from a Dealer partner model to directly owned stores will allow Spark to showcase digital experiences to customers in an interactive retail environment

 

Spark is in the process of moving 26 retail stores around New Zealand from management by dealer partners Leading Edge and Orb to direct management by Spark, with the intention of all mall and high street consumer stores being under Spark ownership from late 2017.

 

Grant McBeath, Spark GM of Customer Channels, explains why Spark owning stores directly is a key part of building seamless digital and real world experiences for its customers.

 

“A few years back, analysts were gloomily predicting the ‘death of the high street’. However, while e-commerce and online channels are becoming a fundamental way that businesses reach their customers, we’re seeing a resurgence in the importance of physical locations to complement the digital experiences that businesses provide.

 

“For instance, while many customers are choosing to buy online, the option to visit a physical location to ‘click and collect’, exchange or return items, or simply get the opportunity to touch and feel a new device prior to purchase is increasingly seen as an attractive choice. Even dominant online retailers such as Amazon are building high street stores that they use both as stock warehousing and as shopping destinations.

 

“We believe that stores are a key part of the community, especially in smaller towns around New Zealand. We know many of our customers love to visit our stores, to check out the latest deals, shop for a new device or simply have a chat about their Spark services.

 

“We are also passionate about giving both potential and existing customers the experience of what being with Spark is like. Stores give us that opportunity, from showcasing the experience of using the Spark App, to introducing Spotify music streaming, Lightbox and Netflix content, to giving customers access to our awesome Spark customer service.”

 

“While our dealer partners have done an awesome job for us, by bringing our stores back to direct Spark ownership, we can create consistent experiences for our customers: they will have access to the same processes and options, no matter which store they visit, or whether they’re trying to do something online or in person.

 

“Ultimately, we want to offer seamless experiences across all our channels, with the option to shift easily between digital and human interactions, no matter what you’re trying to achieve.”

 

  • Spark already directly owns 36 stores. With the addition of the 26 dealer stores, this will bring Spark’s total owned stores to 62. There are no plans to close stores.
  • Spark is working closely with the dealer business owners to work out the details to ensure a smooth transition.
  • Business hubs and hybrid stores (that offer both consumer and business solutions) will continue to be run by Leading Edge and Orb under the current dealer model. Spark’s experience is that local small business owners prefer to deal with a local business owner, so the hybrid stores and business hubs will continue to offer this.
  • Dealer employees who work for the stores that are being bought back will be offered the opportunity to stay with the store and move to direct employment with Spark.





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  Reply # 1803731 20-Jun-2017 00:38
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Sounds like a good plan especially when it comes to ensuring a consistent experience for customers. There are some things I do miss from not having SkyTV and that is the news channels - I wish that Spark would include, as part of their Lightbox subscription, a live news streaming of BBC, CNBC and other news channels since not all of them are available through YouTube or form that is accessible via Apple TV.


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  Reply # 1803746 20-Jun-2017 06:43
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matisyahu:

 

Sounds like a good plan especially when it comes to ensuring a consistent experience for customers. There are some things I do miss from not having SkyTV and that is the news channels - I wish that Spark would include, as part of their Lightbox subscription, a live news streaming of BBC, CNBC and other news channels since not all of them are available through YouTube or form that is accessible via Apple TV.

 

 

Interesting idea. We are multicultural, so a variety of overseas news channels would be good. What would you pay for them? Say, $x per month for any two for example. Asians, Europeans, USA, Canadians, Indians would find that good, as would NZers wanting overseas news channels.


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  Reply # 1803843 20-Jun-2017 09:38
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Customer service hasn't got anything to do with the decision, if anything an owner operator model would better serve the end customer as the owner operator will treat their customer as a customer not a number.

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  Reply # 1804382 20-Jun-2017 21:06
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tdgeek: 
matisyahu:

 

Sounds like a good plan especially when it comes to ensuring a consistent experience for customers. There are some things I do miss from not having SkyTV and that is the news channels - I wish that Spark would include, as part of their Lightbox subscription, a live news streaming of BBC, CNBC and other news channels since not all of them are available through YouTube or form that is accessible via Apple TV.

 

Interesting idea. We are multicultural, so a variety of overseas news channels would be good. What would you pay for them? Say, $x per month for any two for example. Asians, Europeans, USA, Canadians, Indians would find that good, as would NZers wanting overseas news channels.

 

It would certainly provide an edge over Netflix. That being said, you could get away with bundling the big names like BBC, DW, and a few other stations for an extra $5-10 per month but non-English services you'll want to charge separately as to avoid forcing people to buy something they don't want if the whole lot is put in as a bundle. What ever the case maybe Spark has an opportunity to really turn Lightbox into something more than a repository of tv shows/movies/etc.





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  Reply # 1804479 21-Jun-2017 09:34
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tdgeek:

 

matisyahu:

 

Sounds like a good plan especially when it comes to ensuring a consistent experience for customers. There are some things I do miss from not having SkyTV and that is the news channels - I wish that Spark would include, as part of their Lightbox subscription, a live news streaming of BBC, CNBC and other news channels since not all of them are available through YouTube or form that is accessible via Apple TV.

 

 

Interesting idea. We are multicultural, so a variety of overseas news channels would be good. What would you pay for them? Say, $x per month for any two for example. Asians, Europeans, USA, Canadians, Indians would find that good, as would NZers wanting overseas news channels.

 

 

There are Chinese and  Indian channels now on the Freeview platform  but the others are a good idea.. 





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  Reply # 1804482 21-Jun-2017 09:40
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I'm glad that they have taken back the stores.  Never been happy with Leading Edge . i.e 1.  M-in-Law's ADSL router released the magic smoke two years ago and she went to the local Telecom store that happen to be a Leading Edge store but they told her that she would have to pay upfront for the router as they couldn't add it to her account for payment over 12 months.

 

2. Wife went to change over from Vodafone to Telecom went to store that happened to be Leading Edge and was told she would have to surrender her old phone to get a new one on 24 months payment.  Declined that and went to Telecom owned store and no problems.  Kept old phone and got the new one over 12 months..  I used that old phone for about two years  before it died.. 





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  Reply # 1817428 9-Jul-2017 18:42
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Several years ago I was accepted to dealer training for the then Telecom. It was a short lived affair once I started asking questions of their presenter, who had no clue and was advocating a ridiculous topology which would have served no other purpose then to screw their clients on data circuit charges.

 

 





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  Reply # 1817437 9-Jul-2017 19:20
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MichaelNZ:

Several years ago I was accepted to dealer training for the then Telecom. It was a short lived affair once I started asking questions of their presenter, who had no clue and was advocating a ridiculous topology which would have served no other purpose then to screw their clients on data circuit charges.


 



No wonder it was short lived when you question pricing and are new in a business

Linux




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  Reply # 1817439 9-Jul-2017 19:23
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Linux:
No wonder it was short lived when you question pricing and are new in a business

 

It's one of many things I look back and realise they were lucky escapes. It was also one of many things which helped shaped my perspectives on the world of business. I now never jump into bed with a large company.





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