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.
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.
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