During the last 3 years, Gina Tricot has seen an increase in their NPS by a whopping 170%. Handing over Maze, and more responsibility, to each store has helped when trying to boost their sales.
– They can set goals themselves, keep track of their staff the whole time and later follow up their results, says Heidi Engan.
The main reason for the success for Gina Tricot is tied to a cultural change.
– We were ready for a change, and Maze has helped us to put our focus into the teams. Before Maze, the culture was more about running fast and refill stores. Now the culture is around the customer, and what we can do to make her happy. And of course, to make her spend more money in our stores and have us as top of mind when shopping.
The results during the last 3 years have been great, and a few things stand out.
– We can see that the customers like our stores better, they recommend us for friends more often and they keep coming back. As a result, the average sales are going up.
As a top leader at Gina Tricot, Heidi Engan has been able to shift the responsibility out to the frontline store staff and the leaders in the store.
– They now have a tool where they can train their own staff which is helpful when taking more responsibility, and they can train and grow inside their own store with their own customers. Before Maze these processes went through us (c-level management) which wasn’t ideal.
How can you turn every employee and part time worker into a superstar and unlock their underlying superpowers? We talked to our own Senior Partner Gøril Wold Wægger with over 18 years of sales and project experience in the information and technology industry, and 10 years in the hospitality and services sector.
The most impactful part of your success and revenue as a retailer is your company culture. This is what all other positive effects come from. Yet, this is something many companies don’t talk about very often. Let’s look at why this should be a top priority, and how you can build a winning culture.
On the 14th of February, we facilitated an exclusive networking event where some of our most growth-minded Maze customers from the Nordics got together for an inspiring Meetup! Here are some of their biggest takeaways from the event.