A better service experience gives a telco the edge over its competitors. To make a better experience, the experience must go beyond the network and the product. The transition to digital accentuates this trend as consumers do not need to visit physical stores to acquire services or receive customer support. Instead, the physical storefronts now need to find new purpose and relevance in the overall customer’s journey, as they still play an important role in helping define the brand identity.

twimbit recognises NTT Docomo for delivering the best in-store experience.

“NTT Docomo aces In-store Experience with its ‘d garden’ concept stores as it shifts focus from selling to orchestrating an experience.”

• NTT Docomo has retail stores as brand experience centres. You don’t have to be a Docomo user to experience their services.

• ‘d-garden’ shops are proof of concept that focuses on “shop in a space”, specialising in communication and experience-focused content.

• NTT Docomo designs its stores explicitly to fulfill people’s diverse needs across the various age groups, from children to elders. For example, it has a café, a Docomo smartphone classroom, a beverage vending machine with a cashless experience, a Docomo shop and mobility services within the store.

• The operator would also continue to expand services to improve the experience for all people visiting via sharing bikes, shared batteries, and deploying storage batteries in case of disaster.

A detailed profile on NTT Docomo is here: (pg. 21-29).

For the complete list of Asia Pacific telecom service provider winners: click here