KPN is launching click & collect: ordering something online and then picking it up at a KPN store. The telecom company announced this via LinkedIn. It will start with mobile devices, but the range will be expanded later.
“The future of customer experience lies in smartly connecting your channels,” says Marieke Snoep, Chief Consumer Market at KPN and Board member. “With Click & Collect, we are taking the next step towards a single integrated customer journey. Customers choose for themselves how they get in touch with us: digitally where possible, in person where it adds value.”
Jörg Kramer, EVP Customer & Commercial Operations at KPN, explains that Click & Collect is a first, concrete step in KPN’s phygital customer journey. “It is about enabling customers to move seamlessly between our channels. Starting online, continuing in the store, and receiving personal advice if that adds value. Without having to search, wait, or explain again,” says Kramer.
The company is starting with mobile devices and is meanwhile working on expanding to modems and accessories.
(KPN)
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