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.

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).