The electronics industry is different because there is a huge need for knowledge. It’s easy that the colleague places all the focus on the product and perhaps less so on the actual interaction with the customer.
“If a customer has provided a really poor score, this can be raised at the morning meeting. We feel that our sales people really want to improve, which is fantastic to see as a store manager. It should also be taken into account that customers provide very positive feedback, which of course inspires sales staff to think about how they behave in store in general and during customer interactions in particular”, says Raheel Yousaf Kahn, Store manager Power.
Store manager Raheel Yousaf Kahn has seen a change in attitude among his employees, and several feel that this has led to a positive competitive attitude.
“Our working day includes quickly following up customer comments, as these give us a direct indication of what needs to be improved in store. The feedback is always fresh, so it doesn’t matter if a customer was more than satisfied last week, if they leave disappointed after their next visit.
We talk a lot about Maze internally. In the staff room we have a screen with customer feedback and it is easy for all employees to share in each other’s experiences. We can follow up on interactions with individual customers and look back at that particular interaction to see what could have been done differently and what delighted the customer.
If a customer thinks that one of the staff could have offered a smile, it says something about how we treated that customer. It can also apply to practical things such as items being difficult to find, which is easy to miss if you see the store from your own perspective. At the end of the day, it’s about making it easier for the customer to shop,” Raheel adds.
Swedish kitchen brand Marbodal, part of the Nobia group, has been selling locally made kitchens since 1924. They started using Maze in 2020 to boost knowledge about their customers and for daily training to improve the customer experience.
Anton Sport uses Maze to continue to excel in customer service, while at the same time pinpointing specific areas for improvement. – It is about being seen. It’s about being measured. That is what Maze gives us, says general manager and owner Morten Borgersen.
Danish arts and crafts retail chain Panduro uses Maze to increase the knowledge about their customers, and to improve their customer experience. At the same time, the positive vibes are multiplying thanks to the feedback.
