WOM

Retail Experience

In 2015 a new telco challenger brand appeared in Chile announcing itself as a brand for the people. Immediately the status quo and strangle hold of the big 3 telcos was challenged and in the space of a few years 5 million subscribers joined the cause.

For this new younger consumer how do you deliver a truly modern, omnichannel and liberated retail experience that draws on the latest retail technology?

Clear re-defined retail for the next generation of young Chileans. We needed to develop a retail experience that didn’t just meet the expectations of a new ‘youthful’ WOM consumer we had to exceed them and create a new kind of retail experience that embraced WOM’s challenger mentality.

A breakdown in the digital sales journey led to an opportunity to lean on the heavily used WOM social networks and use them to drive a unique sales and service retail experience.

This allowed us to create a different kind of shopping experience dedicated to ‘socialising’ - the physical store became more ‘hang out’ with typical telco sales furniture stripped away. Then a combination of WOM social networks coupled with the newest developments in retail technology including biometric check out and social network feeds directly to store allowed the store experience to feel fast, social and personalised.

The first stores opened in 2019