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.
Technology is changing society. How we work, socialise and shop is evolving. There is no aspect of our existence which isn’t becoming more digital. And the retail industry is at the epicentre of this global transformation.
In the last two years, retail has evolved at warp speed. As brands and consumers alike adapted to the unprecedented conditions of the pandemic, widespread digital behaviours took root. But digital transformation isn’t just for e-commerce brands and online shoppers. It is also changing the in-store experience for both customers and staff.
Retail Week Live is a world-leading retail summit that connects, inspires and challenges businesses to innovate and succeed in an ever-changing world. And at Retail Week Live 2022, Maze is taking centre stage.
