We visited the Expert Head office in Mullingar, Ireland to interview Store Manager Ken Glynn and Business Development Manager John Moran to learn about their experience since starting using Maze in their stores.
Improving the feedback collecting process
Ken Glynn runs the Expert store in Mullingar, Ireland and felt like there was more they could do to improve their customer interactions before they found Maze.
– We used word of mouth, asking our customers face to face what we could do better. But this was very sporadic and didn’t often lead to any insights.
Expert Ireland started using the Maze app in the beginning of 2024 and quickly saw interesting results.
– With Maze, the employees are encouraged to log in every day and see new customer feedback in the app, says Ken. Most often it’s positive, which gives them a positive boost, especially if they’ve had a bad day. This is great for morale and teamwork.
One of the most popular features is the kudos feature. Managers and co-workers can use it to give each other a positive, personal boost when they’ve made a customer extra happy.
– I will often use the kudos button to highlight when someone has gone the extra mile to make a customer happy, says Ken.
The importance of repeat customers
I do think Maze is helping us build our customer base, increase customer satisfaction and guarantee repeat customers.
Ken Glynn, Store Manager at Expert Ireland
The goal of any retail store is to get repeat customers who keep coming back for more.
– Repeat customers are the most important thing to us and I do think Maze is helping us build our customer base, increase customer satisfaction and guarantee repeat customers.
The power of understanding your customer
John Moran is the Business Development Manager for Expert Ireland and is very pleased about how the real-time customer feedback supports the staff in improving their skills.
– The frontline staff get to understand what areas they can improve in, and they get in-depth knowledge of what our customers are thinking. It’s like we can read their minds and adjust accordingly.
The big vision moving forward
– We want to become the nr 1 retailer in Ireland, says John. My big vision is to get every one of our stores onboard so that we can achieve the same positive results everywhere. We want to get more powerful knowledge to help customers better, drive more footfall, increase sales and have every employee improve in different areas. And I think that with Maze, we can succeed. It’s an incredible tool.
