They’ve been using Maze since March 2024, to improve the customer experience in their stores and become better at personal sales.
We talked to Kjersti Hobøl, CEO of Nille, to learn how they’re using Maze and what results they’ve seen.
A platform for communication
Within the Maze app you can share wins, hand out kudos and discuss feedback and insights. This way each store can learn from others.
”We expected that Maze would help us minimise the gap between stores, Kjersti says. With almost 300 stores across Norway, it’s difficult to have meaningful dialogues across different teams without a system like Maze.”
Learn and develop through insights
The Maze way is all about learning and developing. You gather customer feedback, to get insights on what works and what doesn’t, and then act on those learnings.
I am pleasantly surprised by the positive results we have had, and how quickly we achieved them
Kjersti Hobøl, CEO of Nille
”Even though we knew this before, we were reminded about how important it is for people to be seen and get direct feedback based on their own interaction with the customer. That doesn’t just mean getting praise but getting constructive feedback that allows us to improve.”
Even if you don’t receive feedback from thousands of customers, your collected insights will be high quality.
”We can tell that the ones who do give their feedback, are the ones who care about their experience the most. This means something to them. And that means that the feedback is 100% worth acting on. The feedback is concrete, and not just a fleeting opinion.”
Being responsible for your own results
Having an app like Maze isn’t just about pressing a button and seeing results automatically. A lot of the success comes down to how retailers then decide to use it day-to-day.
”What you focus on is where you’ll see results, Kjersti says. You need a clear plan, follow-up process and use Maze in the right way, every day, week and month. Otherwise, it could end up being a short fix that doesn’t last long. It has to live in the company alongside the people. How you decide to use it is up to you. Every chain is unique, and within one chain there could be several stores that have different needs.”
Hege Marie Stø, Retail Director at Nille, shares her experience with how the app has benefited her stores.
”You can choose for yourself how much you want to use Maze, but we’ve seen great results when people have a routine of checking it in the morning to update themselves and share feedback and insights with their employees, Hege says. Our Store Managers set their own focus areas based on their store’s needs and the customer feedback.”
Goals for the future
Maze is a tool that is easy to use while growing. You can use the app in a way that fits your current needs, and you can also use it to plan for the future.
”We want to be even better at personal sales. In recent years, we’ve taken some huge steps when it comes to our store expression, how we present our products, and the technical side of sales. Now we want to become better at the personal customer experience, and make our customers feel ‘wow’.”
Interested in learning more about how Maze can unlock the superpowers of your frontline staff, and help you grow your chain?