#Brags https://www.aboutfacecorp.com ABOUTFACE | The Only Customer Experience Research Subscription Sun, 09 Feb 2020 20:03:48 +0000 en-US hourly 1 https://wordpress.org/?v=5.8.13 https://www.aboutfacecorp.com/wp-content/uploads/2019/05/cropped-android-chrome-512x512-32x32.png #Brags https://www.aboutfacecorp.com 32 32 #Brags: Our Case Study on Bass Pro Shops https://www.aboutfacecorp.com/2020/03/brags-our-case-study-on-bass-pro-shops/?utm_source=rss&utm_medium=rss&utm_campaign=brags-our-case-study-on-bass-pro-shops https://www.aboutfacecorp.com/2020/03/brags-our-case-study-on-bass-pro-shops/#respond Mon, 02 Mar 2020 11:00:00 +0000 https://aboutfacecorp.com/?p=4548

Case Study | Continually increasing 3% year over year Bass Pro Shops Outdoor World has established itself as a cutting-edge innovator in the highly competitive world of outdoor retailing. With cavernous outlets selling boats, campers, equipment, and apparel for most outdoor activities in cozy hunting-lodge themed stores, their employees not only promote, but live an […]

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Case Study | Continually increasing 3% year over year

Bass Pro Shops Outdoor World has established itself as a cutting-edge innovator in the highly competitive world of outdoor retailing. With cavernous outlets selling boats, campers, equipment, and apparel for most outdoor activities in cozy hunting-lodge themed stores, their employees not only promote, but live an active outdoor lifestyle. Features such as in-store archery ranges, waterfalls, fish tanks, snack bars, and video arcades make each store a must-see attraction.

The Challenge 

Whether you are in the flagship store in Springfield, Missouri or a newly opened location, Bass Pro Shops expects the retail experience to be the same. The challenge is the uniqueness of each store within its community. Shopping scenarios must reflect the environment and shoppers needed to be sporting enthusiasts. A one-size-fits-all approach would not work.

The Solution

Create a program that delivers the right type of information to each group. Executives need comprehensive trending, while stores need detail, detail, detail to coach each and every associate on performance. Provide incentives and tools to enhance the goals of the program. Reward desired behavior and behavior change.

Results

Over the 6 years we have worked with this vendor, they have consistently improved an average of 3% per year. 

What they say

“We developed a new secret shopping program using AboutFace. We changed from a quantitative report that was not easy for our people to understand, to one that gives loads of information on the sales process and allowed accountability for each department monthly. Our executive team still receives all the numbers we need, but now the associates and managers at retail have the information they need to improve as well, and they have improved. Over the 6 years we have worked with this vendor, we have improved an average of 3% per year. They act as a true extension to our team.” – Rick Hanson, Director of Retail Operations, Bass Pro Shops

What we say

“Bass Pro Shops is an organization that takes its service seriously. They have helped us grow as a company, pushing us to be better all the time. Each year we work on a plan to help the program evolve so managers and associates become stronger and Bass Pro Shops takes its place as #1 in the industry.” – Paige Hall, CEO, AboutFace

Let us show you how we can help you grow 3% consistently, year over year, with our Mystery Shopping programs. Contact us for a free consultation.

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]]> https://www.aboutfacecorp.com/2020/03/brags-our-case-study-on-bass-pro-shops/feed/ 0 #Brags: Our Case Study on Dyson https://www.aboutfacecorp.com/2020/01/brags-our-case-study-on-dyson/?utm_source=rss&utm_medium=rss&utm_campaign=brags-our-case-study-on-dyson https://www.aboutfacecorp.com/2020/01/brags-our-case-study-on-dyson/#respond Thu, 23 Jan 2020 14:26:00 +0000 https://themify.me/demo/themes/ultra-portfolio/?p=38

CASE STUDY Dyson Demonstrator Sales Compliance Program Dyson Ltd is a British technology company, founded in 1992 by Sir James Dyson, which designs and manufactures vacuum cleaners, hand driers, bladeless fans and heaters. It sells machines in over 50 countries and employs 3,100 people worldwide. The company prides itself on engineering products which work in different and better ways […]

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CASE STUDY Dyson Demonstrator Sales Compliance Program

Dyson Ltd is a British technology company, founded in 1992 by Sir James Dyson, which designs and manufactures vacuum cleaners, hand driers, bladeless fans and heaters. It sells machines in over 50 countries and employs 3,100 people worldwide. The company prides itself on engineering products which work in different and better ways than their predecessors. Dyson’s founder, James Dyson, famously created 5,127 prototypes of his first machine, vacuum cleaner, in a workshop behind his house, before developing one that he considered worked perfectly, the DC01.

The Challenge

Dyson believes relentless invention sets them apart, and they created an engaging experience that help consumers see, feel, and understand the difference in Dyson’s products vs. those of competitors within mass retailers.

The objective for using a mystery shopping program is to assure Demonstrators:

  1. Work as scheduled
  2. Perform the educational experience they learned in training 
  3. Improve sales 

The Solution

A targeted shopping program was developed to assess and coach Dyson employees across the country. Smart phones are used to enable verification of site visits, plus detail how best practices are being executed.    

The Results 

The program has allowed supervisors a first-hand view into the customer’s experience. Each visit provides specific examples of the demonstrator/customer interaction. Quantitative reporting, also, enables managers to clearly identify and respond to performance trends individually and collectively.  Finally from a compliance stand point,” It has been important to know that our people are present and helping us with our investment in these stores.”  

What We Say 

These types of programs are becoming more and more important to companies that provide solo contractors or employees who act as guests within another company’s retail environment. This applies to kiosks, dealers, distributors and demonstrators. Clients have a solid compliance tool plus a means to improve the experience through training and coaching. -Paige Hall, CEO, AboutFace

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