Customer service and company culture. Two things that are vital to the success of any retail company. Without great customer service, sales and revenue will plummet. Without great company culture, employees will simply find another place to work. How do you balance the two?
But what if they weren’t so separate from each other. What if you could improve customer service in your store and company culture at the same time?
This is exactly what Swedish company Peak Performance have achieved with its digital communications platform.
Peak Performance was founded in the heart of the Swedish mountains on a love of sports and the great outdoors. The company hasn’t just conquered the slopes, they have built a glowing global reputation that now has over 50 retail stores around the world.
Relesys and Peak Performance have been continuously collaborating since 2016 and have built a partnership fueled by curiosity, creativity, and ambition. Peak Performance has seen such great success with their app that you could call it exceptional. In fact, they have actually named part of their app ‘The Exception’.
We had the pleasure of speaking with Joel Eriksson, HR Business Partner at Peak Performance, at our HQ in Copenhagen, and he elaborated on Peak Performance’s internal strategy with the app.
We want to be different when it comes to customer service and culture. Of course, the long-term goal is to sell more products, but the main focus along the way is to create a culture that embraces diversity in our stores. We believe it all starts with the company's culture and the way we interact with each other and our customers.
Joel Eriksson
HR Business Partner
Before
Changing consumer demands
The landscape of the retail industry is continuously changing based on the shifts in consumer demands. Many customers are moving their purchases from physical stores to online platforms. This is no different for Peak Performance.
Not only that, but these changing consumer demands have also meant that in-store customer service has become more important than ever.
Peak Performance was looking for a tool to boost their already thriving company culture, whilst also helping their retail staff with customer service and sales. They then discovered the Relesys platform.
Their competitive mindset and eagerness to conquer every challenge are driving Peak Performance to stay on top of their game. The app is a key element in this game plan.
Peak Performance held workshops with their employees during the implementation and creation of their app with two key focuses: creativity and diversity. This would then be used as a foundation for sales and product training in the app.
We have had sales training before, a very corporate kind of training. We are not like that. It's key that our people reach out to consumers in their own way because everyone is different. We are all about delivering a feeling and an experience to our customers.
Joel Eriksson
HR Business Partner
The Solution
Culture and customer service as the main course
People are what make a culture flourish. So, we reached out to Adam Hestner and Samuel Helmerson, two employees from Peak Performance, to get their perspective on what it’s like to work with the app.
It glues the whole company together. Everyone is now focused on the fact that it is important to heighten the experience you get, when you walk into a Peak Performance store.
Adam Hestner
sales coordinator
It's awesome that everyone shouldn’t be the same when they make a sale. You should put time and effort into the things you are really good at. That is one of the things the app is bringing to our work.
Samuel Helmerson
CONSUMER SERVICE COORDINATOR
The result
At the peak of performance
Doing things differently has always been deeply rooted in Peak Performance's DNA. Their app is a great example of that, and we are so proud to work with a partner who brings this level of ambition to their work.
The most encouraging part of it all is to see the great results that come with it.
You start to analyze your sales behavior and how you greet customers. Once you begin to think about how we work with the app, you really have something to lean on.
Adam Hestner
sales coordinator
Relesys believes that when you focus on growing the people within your business it will bring increasing results for the performance of your business.
Peak Performance has really seen the rewards of growing their company culture and valuing their employees.
Our people are thinking about how they want to built their team with focus on how to complement each other. It encourages them to be more aware of their store’s impact on the business as a whole. It makes our people more business-focused and motivated to beat the budgets every day.
Joel Eriksson
HR Business Partner
Their app has become truly exceptional, being used as a culture project but also a sales tool, and will no doubt keep the company at the peak of performance.
