US Cellular - Expert retail methodology, communication result in accurate store profile data
US Cellular - Expert retail methodology, communication result in accurate store profile data
2 PagesSuccess Story 1 THE CLIENT U.S. Cellular, one of the nation’s top wireless tele- communications carriers, has approximately 1,000 retail stores in 426 U.S. markets. It touts its custom- er service and is proud of having one of the highest customer retention rates, as well as wireless call quality, among its competitors. THE CHALLENGE U.S. Cellular wanted a complete site survey done of all its stores to help corporate understand the factors underlying store performance, and plan capital investments to improve sales in key mar- kets. Accuracy of data was their number-one con- cern. So we completed a business needs analysis and determined use cases with company stake- holders, complete with onsite walk-throughs, to specify and refine all survey terminology upfront. THE SOLUTION Empl
