Using Analytics to Create a Performance Culture and Climb to the Top
公司规模
1,000+
地区
- Asia
国家
- Japan
产品
- RetailNext
技术栈
- In-store analytics
- Kinetic heat maps
- SaaS platform
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Revenue Growth
技术
- 分析与建模 - 预测分析
- 应用基础设施与中间件 - 数据可视化
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- 零售
适用功能
- 商业运营
- 销售与市场营销
用例
- 零售店自动化
服务
- 系统集成
- 培训
关于客户
Founded in 1958 in Sanjo City, in the Chūetsu region of Japan’s Niigata Prefecture, Snow Peak is an innovator of outdoor apparel and gear, whose very name originates from the famous mountain Tanigawa, where Snow Peak’s founder Yukio Yamai repeatedly challenged himself, physically and mentally, throughout his early life. Those personal experiences drove Yamai to create innovative mountaineering equipment utilizing the region’s highly skilled metal technology. Over time, Snow Peak evolved by shifting its focus from the mountaineering equipment of its past to the camping equipment of its future, releasing a series of radically innovative products focused on quality, functionality, timeless-durability and considered design. Today, Snow Peak’s mission is to ‘restore humanity’ in our increasingly digitized world by connecting people with nature and other people by providing goods and services that enable an outdoor lifestyle.
挑战
Having experienced rapid growth of its business, Snow Peak recognized its retail operations were highly fragmented, with store managers provided a broad authority over store layouts and operations. Additionally, the organizational culture was not adequately rooted in performance and accountability as there were limited data points -POS data, the number of new customers acquired and a manual tracking of the number of shoppers per day -to measure store performance. In order to keep its attention keenly focused on providing the finest products and services to its discerning clientele, Snow Peak committed to establishing baseline retail operations metrics and creating and empowering an organizational culture based on performance, accountability and continuous improvement.
解决方案
Snow Peak approached its efforts with a three-stage implementation plan: Stage one: Design and implement a fundamental baseline for store operations and performance. Stage two: Rollout baseline and identify organizational best practices. Stage three: Identify and capitalize on continuous improvement opportunities. Snow Peak utilized RetailNext in-store analytics to design its key performance indicators (KPIs) and implement its system across its company-owned stores, with critical KPIs including capture rate (percent of store passersby who enter the store), conversion (percentage of store shopper traffic who completed a purchase transaction) and the efficiency of staff scheduling. With metric-based systems in place at all retail locations, Snow Peak then conducted extensive training for managers and sales associates, including processes and systems, change management, and product and portfolio training. Furthermore, Snow Peak instituted monthly and quarterly reviews with RetailNext consultants to reinforce learning and develop data-based insights for performance feedback loops. Now in its continuous improvement stage, Snow Peak is further fostering its self-sustaining retail performance culture with KPI-based reviews, including store manager reviews, customer engagement reviews and staff coaching, utilizing analytic outputs like kinetic heat maps to judge the engagement effectiveness of store layouts and merchandising displays, and traffic reviews to identify the factors influencing shopper traffic to stores.
运营影响
数量效益
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