Within two months of using Maze, Expert achieved a 20 percent improvement in conversion across 183 stores.
Expert is a household name as a leading consumer electronics retailer in Norway, Denmark and Sweden.
Why Expert called in Maze
Although a very successful consumer electronics retailer, Expert were not satisfied with their level of growth in the market, and Maze were called in to address the situation.
Frontline services were defined as the highest priority, and Maze were tasked with improving the customer conversion rate – executing the strategy and delivering target performance improvements.
“We wish to increase sales rate and cut costs’, said Lars Tendal. ‘I believe Maze is key in achieving those goals. It allows us to home in on the most effective activities. It guarantees constant improvement of our operations.”
Results after only two months
After only eight weeks of adopting the Maze Way, Lars Tendal saw vast improvements to sales efficiencies throughout the chain – and the changes have been universally positive.
“What we have achieved in such a short period of time is amazing. What’s more, our in-store employees are very enthusiastic about using Maze.”
Feedback from the shop floor made it clear that the Maze effect was getting noticed.
“…Maze has most certainly helped us focus more on our customers and realise our potential. Our customers have told us we are quick to welcome them when they enter the store, we are helpful and we offer them satisfying solutions.”
As Managing Director, Tendal now has easier access to results from his local stores. And because Maze provides such quick and easy access to branch results, it’s simpler to coach and direct local management.
“With Maze, it’s easy to focus attention on what is important and see how we are progressing towards our goals. We now have visibility of what was holding us back and which practices are helping us develop in the right direction.”
Expert now works hard on store management and concentrates on the most effective practices – and finding the best way to communicate those to its staff.
“We’re focusing on a systematic approach, breaking the work down into processes for shop managers, department managers and shop assistants to follow. The details are clear for everyone, so there’s no doubt as to what work to do.”
“The Maze approach has caused Expert to re-structure management tasks. This is probably the main factor in our improvement.”
A bright future with Maze
Maze has brought about a fundamental change in staff performance which Expert could never have achieved on its own – and there is a new culture in place to take better practice forward.
“Although we started working on improving sales before introducing Maze, we weren’t achieving the level of improvement that we expected. So far I am very positive about Maze. It is clearly a good solution for an organization to help it reach its potential. It looks like we are set to reach a bottom line increase of at least £6.5m”
“The quality of our sales activity is set to improve, and we also expect to see great successes with our cost control and resource efficiency.”