In retail, store teams are often encouraged to change and adapt behaviour to increase customer satisfaction. But might there be a more defined connection between behaviour and commercial success, other than just customer satisfaction?
Since the start Maze has made it possible for retailers to collect huge amounts of customer feedback with their app, as a way of training store staff teams and increasing sales. And Maze became an obvious choice for Brilleland.
Listen to Brillelands experience with Maze:
The strong- and the weak side
Behavioural change can mean many things. Maybe you need to offer help to more customers in your store, reduce waiting times or smile more. And whatever the change is, it becomes even more daunting to do it on a mass scale. Cultural change is a beast.
For Brilleland, transparency has been a guiding light through the process in changing store staff behaviour.
– You have to create the space to share both good and bad results. At Brilleland we have total transparency. You know who’s good and weaker on the different parameters. You can’t be the best at everything, says Kjetil Engen.
”You need to monitor the behaviour part of the business, and look into what behaviours turn into commercial success.”
Kjetil Engen, managing director of Norwegian
Tracking the sales process
Together with his teams Kjetil noticed that the more Brilleland store employees offered subscriptions to their customers, the more they sold. No news there.
But the interesting part is that Brilleland managed to keep track of how many customers they offered subscriptions to. And increase that number in the stores where it was necessary.
The connection between behavioural change and sales couldn’t be more evident.
– We make the sales process play together with Maze. Maze is the main tool where I can see if we are following or not following the sales process in each and every store. Store managers, optometrists and sales representatives, really use the Maze app to look into how they perform the sales process.
A tool for peeking into the future
Kjetil Engen and his teams are now using those behavioural changes to predict commercial success.
– I like to call it feed forward work. Because when I see the behaviour measured in Maze being at the high level, I know that around the next corner we have the commercial results. It’s an effect of that. Just by looking at the behaviour towards the customer I can predict how the commercial result will turn out.
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