St Ives store opens its doors with new look & approach to meeting customer needs
15 March 2017 • Products & Services
The Cambridge welcomed VIPs to an official launch last night to showcase the transformation of its St Ives store. It provides a vibrant, contemporary space which has been serving new and existing customers for three weeks now following significant investment in a new format that combines digital and assisted-service technology with face to face expertise.
The new store, which is part of a three year investment programme announced in March 2016, has been widely appreciated by customers who have been quick to embrace the new features and services.
Responsible for The Cambridge’s branch network is Andy Jukes, Head of Direct Distribution who said: “The new format combines technology with the expertise of our advisers perfectly, something we know customers really value. We’ve not only invested heavily in the store itself but our people too, by putting them through intensive training whilst the work was being carried out. This has given them the knowledge and skills to serve customers visiting St Ives even better and be able to satisfy many more of their financial needs and questions.”
Customer Experience Manager Michael Stead who headed up the project commented: “The response from the local community since we re-opened our doors has been fantastic. We’ve had many positive comments from customers who find the new layout more user-friendly and somewhere they want to visit. They’ve told us that they understand why we’ve chosen to transform the store and there have been plenty of requests for a tour round. Comments about the improvement in service have been great to receive as well.
“It’s also given us the opportunity to talk about other services we’re investing in and customers are really showing an interest in our plans. But the investment won’t stop here. There’ll be a period of review and evaluation now before we decide where and when to apply key elements of this new format to other branches. We’ll also continue to invest in St Ives by using it as a pilot location for our new ideas and services which will be trialled here before being rolled out across the business.”