Boost Customer Retention
Tye and Jim needed to motivate employees to give their best in every single customer interaction, from better attending to the needs of customers, to increasing the amount of accessories and additional services purchased. This is critical for driving new customer sign ups, referrals, and repeat business in a highly competitive industry.
Keep Employee Satisfaction High
Keeping great employees long-term has been a key focus for PCS Partners and a large component of their success.
When employees leave they don’t just take their knowledge with them—they often leave with their entire customer base!
In order to keep employee retention high, Tye has placed a large emphasis on experience-based rewards over cash incentives. This approach is backed up by the evidence. A recent study
conducted by the Incentive Research Foundation (IRF) shows that 80% of employees prefer experience-based rewards over cash. However, it was immensely challenging and time consuming to effectively manage the distribution and fulfilment of these rewards across multiple geographical locations. Not only was it extremely costly for Tye and his store-managers, it was frequently frustrating for employees - the very people they were trying to keep motivated!
Create a Cohesive Company Culture
Tye is opening new stores at a rapid pace. With a growing community of over 250 sales staff, maintaining a healthy, happy and consistent company culture is a challenge during a period of rapid growth. It’s essential that every employee embodies the values of the business. This is only possible when employees feel connected to each other, and to the organization as a whole.
After reviewing a number of solutions Tye decided that Arcade offered the best tools to address these core challenges.
Arcade’s built-in system of micro-incentives, automated rewards and
sales contests kept employees motivated and engaged
at a high level every day, not just during bonus periods. These micro-incentives and sales contests are tied to behaviours that create the best possible experience for customers.
by creating strong links between micro-goals for individual employees and high-level organizational KPIs. Employees check Arcade every day for new goals, contests and incentives, all of which incentivize critical behaviours.
The Arcade platform connected employees across teams and locations through a streamlined chat tool, making it incredibly easy for district managers to communicate across stores, and for staff to share knowledge and learnings across the organization. This
gave employees a stronger sense of purpose and connection
to the organization, which are essential ingredients for employee retention.
It's all smiles at MetroPCS.
Finally, a shared, company-wide platform focused on positive interactions and rewarding high performance helped to
build a strong, consistent, and performance-focused company culture
across multiple distributed teams and store locations.
The Arcade team worked closely with Tye to rapidly onboard the company’s employees. A dedicated account manager worked on all aspects of getting PCS Partners started with Arcade, leaving Tye free to focus on the many day-to-day tasks involved with being the Head of Store Operations at a thriving wireless retail business.
Tye’s Arcade account manager was also on-hand at all times to answer questions, give advice, and help with every aspect of motivating and engaging employees using Arcade.