How Sephora increased their CSAT score and achieved Sales Target for new products

Introduction

Sephora is a French multinational retail company offering personal care and beauty products. The makeup giant featuring 340 brands, including their private label, wanted to increase its customer satisfaction scores and achieve target sales for new products.

Solution

The frontline staff at Sephora has a lot of information to remember daily during any given shift, and keeping them engaged in learning and communications can be challenging.
With Axonify, Sephora employees could easily access daily training in just 3-5 minutes a day without taking them away from the valuable floor time.
AI-driven, personalised bits of learning helped them achieve the training support they needed to do their job well.
Furthermore, with Axonify’s instant communication feature, Sephora’s frontline could access real-time updates about the latest products and processes.

Impact

We observed an 89% participation rate by Sephora’s employees. Sephora employees logged into Axonify 20 times a month on average and recorded a 32% knowledge growth rate. Sephora recorded a 17% increase in sales by training three times a week and a 1.4% increase in sales numbers with each extra day of participation. Moreover, Sephora achieved 100% of the overall monthly sales target along with 23 stores exceeding their Monthly Sales Target and noted a 26% increase in customer satisfaction scores.

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First-class training for a world-class sales team at Etihad Airways

Introduction

Etihad Airways is the second-largest airline in the UAE and commenced its operations in 2003. The second flag carrier airline of the country found it challenging to keep up with the dynamic nature of the aviation industry. It’s also highly demanding for a company to forecast the nature of work after 6-12 months when it piles up.

Etihad’s previous history with e-modules was limited in communication, and they were looking for a frontline-focused learning management system that could streamline learning and communication. 

Solution

The aviation industry is highly dynamic and competitive. Every day looks different for the managers of Etihad Airways, and the nature of their work demands a high-efficiency rate from the workforce. In regards to this, Etihad could keep up with the complex nature of the airline industry by inculcating Axonify to their performance measurement structure. They aimed to develop a sales process designed by salespeople for salespeople.

According to Etihad, the concept of daily learning Axonify brings to the table is its real selling point, as their employees found it user-friendly and incredibly simple to understand. Graham Cook, the Manager of Commercial Performance, finds employees using Axonify daily to reaffirm their existing knowledge as “time well spent” and sees it as the best solution to escape the generic and boring training modules.

A key feature of Axonify utilised by Etihad is using this tool as a medium to communicate and roll out changes in real-time. This increases the efficiency of Etihad’s departments and informs everyone about the various changes taking place internally and externally.

Impact

Etihad noticed a massive increase in their engagement rate, as their sales staff completed around 4,500-5,000 extra training sessions on Axonify. This clearly depicts their enthusiasm at work, which is genuinely an ideal quality required by an organisation’s frontline.
Furthermore, Etihad observed a 10% improvement in participation rate after using Axonify, with more than 2/3rd of their sales team engaging with this training solution.

Moreover, this frontline training tool left Etihad’s salespeople empowered to confidently approach their market and customers. Axonify has allowed the company to deliver a positive message positively, making a real impact on Etihad’s work culture.

Etihad Sales Case Study

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