Case Studies & Testimonials
Centex Homes (NYSE: CTX), founded in 1950 and based in Dallas, Texas, is one of the nation's leading homebuilders. Centx operates in 25 major U.S. markets. Working with an organization like Centex Homes, who was ranked No. 1 in its industry in 2005 by FORTUNE magazine as one of "America's Most Admired Companies," requires a commitment to quality and innovation.
After investing in training over 1,000 sales reps, we were not seeing the type of sales skills and revenue we knew we could. If reps follow our proven sales process, they have a 20% greater chance of closing. Bottom line, they know the process, but more often than not, knowledge had not translated to habit.
Shop all sales reps in the first part of the quarter. During the last 45 days, shop only those reps who score low and need additional support in improving. Program uses a combination of onsite shopping and video. Supplementary programs have been added to improve other areas.
People have a tool that helps them reinforce our process. We have achieved as much as a 25% increase in close rates. 2004-2005 were banner years.
What They Say
"When I heard of AboutFace™, Centex Homes had used mystery shopping for years. After seeing the technology and hearing the philosophy, I understood better why random shopping was not helping us achieve the results we wanted. Paige Hall convinced me that consistent measurement and reinforcement, as well as a focus on improvement, was the way to go. After a year, I saw such dramatic results that the other Centex regions enlisted to get similar results." - Tony Albachiara, VP of Sales, Centex Homes
What We Say
"There were several challenges with Centex: 1. Sales people move around so it is like hitting a moving target - this required a greater commitment administratively; 2. Random video shopping was the norm, mostly around rewards programs, so we had to convince them to use video in a consistent, targeted way. Repetition is the most important success factor; 3. Focusing the program on improvement to relieve push-back took dedication - we had to earn this. Because of the leadership of Tony Albachiara, his region made immediate strides, improving almost 15% in the first quarter after benchmark. Tony was even quoted in Smart Money magazine concerning the program. They make it look easy; they are energetic, involved professionals." - Paige Hall, CEO, AboutFace™
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.
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.
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.
Consistent 3% increase each year for past 6 years.
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™
For more information, please speak with an AboutFace Business Development representative at 877.770.8585.
Customer Experience Management
Service Recovery Index™
Rate My Service™
Secret Shopping On-Demand™
Enterprise Multi-Partner Platform™
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