The hidden ROI of customer experiences
ROI – The holy grail of growing your retail store. Making sure you invest in people, strategies and tools that provides a return on investment is essential. But some activities produce more data than others and oftentimes, companies tend to only prioritize what can be easily measured, like the NPS. And that is probably why the majority of retailers are missing out on the hidden ROI of customer experiences.
Stop depending on NPS: What retailers get wrong about customer feedback
The NPS question. Probably the most used tool ever for measuring customer satisfaction and loyalty. But can you really count on it to change behaviour and outcomes? Let’s look closer and see how retailers should use NPS to create meaningful change.
Elevating customer satisfaction in the UK
In an era where customer satisfaction in the United Kingdom is at its lowest level in years, retail businesses are facing unprecedented challenges.
Power is increasing the customer value
Norwegian retailer Power is focusing on increasing the customer value, while at the same time ensuring their colleagues speak what they call ”customer language” and avoiding technical product specs. And since starting with Maze, the results are going up.
”The more people who use Maze, the greater the community”
After one and a half years working with Maze, Swedish retail brand Lagerhaus has gained great improvements in customer engagement. As there was never enough time to make each customer interaction personal, Lagerhaus instead opted for smaller changes that had great effects over time.
Increase customer loyalty from the bottom up
Most retail brands tend to view things from the wrong point of view. They insist on pushing cultural changes from the top down, which more often than not result in internal jokes about the higher ups, or a few workshops where culture is being discussed (and soon forgotten).
“Staff are one of the most important sales channels” – a Q&A with Mark Rice of Maze Feedback
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.
7 Christmas shopper archetypes (and how to sell to them)
Working in retail, one gets to meet many different kinds of customers, and they all have to be met and treated individually according to who they are and what they want to achieve.
