With over 400 retail locations across the country and over 2 million visits to those locations every month, Time Warner Cable needed aspirational stores that could be more than just payment centers. So we came up with a plan to enhance the brand experience (one that had been previously ignored in retail). Starting with a few prototype stores, we gathered much-needed information on how consumers used the store, and we continually enhanced and improved the experience — culminating in a sleek, interactive New York flagship store that brought all our learning to life.
With a reinvented check-in and queuing system, average wait time at the flagship store (one of the busiest in the country) went from 20 minutes to 4 minutes. (Consumers seemed to like that.)
The new retail concepts included various pods (think app stations, On Demand entertainment, a home security demo area and more) that allowed customers to explore and learn while waiting for service.
