(video) Møbelringen is number 1
Møbelringen and Maze partnered up to create a better customer experience for all furniture shoppers in Norway. Since then sales have increased, and it has become easier for CEO Henning Eriksen and his teams to track customer satisfaction and to focus on what really makes a difference.
In this blog post and video, Henning Eriksen, store manager Line Irene Erichsen, and seller Jannicke Sperrud share their experiences with Maze. This content covers:
- Their primary focus to reach the number 1 position
- How they come closer to their customers
- Which feedback is most valuable
Recently Møbelringen claimed the number one spot in Norsk Kundebarometer, a research project that tracks customer satisfaction and customer loyalty in Norway.
– We use Maze to analyze feedback and the store teams read all feedback carefully. The next goal is to be in the top 10 regardless of industry, says CEO Henning Eriksen.
In order to continue the success, the focus is crystal clear: customer experience.
Employee training leads the way
The customer should be warmly welcomed in the store and receive expert guidance. In addition, the store must have an inspiring and well-presented display of products, and the salespeople must remember to suggest products that the customers may not have been aware of when they entered the store.
– You have to train for the customer meeting; it makes all the difference. There are no ‘browsers’ in the store, only buyers. Retailers who choose to invest in the development and training of their employees will outperform their competitors in the future, says Henning Eriksen.
The store employees and store managers use the tool and are extremely satisfied.
– Salespeople compare themselves with other salespeople, and store managers measure their store against other stores in the region.
Jannicke Sperrud (seller), Line Irene Erichsen (store manager) and Britt Lise Lillelien-Løwer (seller) use Maze to create a better customer experience.
Customer feedback is key
Line Irene Erichsen manages two Møbelringen stores: one in Holmestrand and one in Horten. Before they started using the tool, they relied on gut feeling when assessing how satisfied their customers were.
– Now we accurately see how the customers actually experienced their visit to the store, she says.
Colleague Jannicke Sperrud, who works in the Holmestrand store, adds that everyone agrees that customer feedback is valuable. The salespeople want to know what they can improve.
– We discuss the feedback among ourselves. The yellow and red feedback is useful to get, even though there aren’t many of them. In these cases, we pay extra attention to the comments customers write. We get closer to the customers, says Jannicke Sperrud.
No room for guessing
The closer Møbelringen get to the customer, and the more concrete customer data they receive, they less guesses they have to make. Something that makes way for the future.
– We have facts, and understand what the customer actually experiences. We can document everything, not just believe and assume, says Henning Eriksen.
This control lays the foundation for achieving long-term results.
– A structured approach to understanding customer needs, what drives store choice, and genuinely trying to understand the competitive situation is crucial for long-term success, says Henning Eriksen.
This text was originally written by Nils Vanebo and have been translated and edited by Maze.