For Power Norway, they realized that they didn’t knew enough about what their customers thought of them and how their employees handled the interactions. We talked to COO Jon Lyngra to hear about the challenges, and how they used Maze to solve them.
The importance of knowing your customer
Customers often have a lot of thoughts and opinions, but if they don’t have an outlet, they often keep their opinions to themselves, which doesn’t help anyone.
– We’ve always known that that our employees were the key to growing our business, but we didn´t have the tools to bring them feedback from the customers, says Jon. Every seller wants feedback on what they’re doing, right? They want to do a good job and train on the things that matter.
Power Norway found out about Maze and quickly introduced the app to their frontline store teams.
– We instantly understood the value of Maze. The app takes the temperature of our quality, both the store and the sellers. And since most of our employees use Maze on their mobile, they always have the customers’ needs top of mind.
Turning customers into ambassadors
Since they started using Maze, their ambassador rate has doubled and stabilized at a high, positive number.
– Customers who are ambassadors shop more often and usually have a larger shopping basket, says Jon. And I think that pride in reaching a certain ambassador level is pretty ingrained in the employees.
Almost all of our employees use the Maze app all the time. The app creates a culture where selling is fun, and a strong culture is clearly invincible.
Jon Lyngra, COO at Power Norway
Having every employee on board is key to create the positive buzz and share knowledge among the teams.
– I think Power has shown over the years, that the culture is the most important thing. Almost all of our employees use the Maze app all the time. The app creates a culture where selling is fun, and a strong culture is clearly invincible. So we are completely dependent on getting everyone involved, absolutely everyone.
Daily training is what leads to success
Daily training is one of the core principles with the Maze app, since that is the one thing that can change behaviours among the store teams.
– The store managers know the importance of training and sets it up for those who need it in different areas, like increasing conversions and product competence, says Jon. They use the answers from customers to decide where training is needed.
It costs to use the tool, but the cost of not using it is higher.
The investment with Maze has paid off, and the future seems bright for Power Norway.
– It’s an effective tool. You get clear answers quickly and it will always be motivating for employees to receive positive feedback from customers. Sure, it costs to use the tool, but the cost of not using it is higher.
Interested in learning more about how Maze can unlock the superpowers of your frontline staff, and help you grow your chain?
