Customer Story

Challenges  

As the store network grew, managing associate performance became increasingly complex. Manual commission tracking, inconsistent recognition practices, and limited visibility into real-time performance weakened frontline motivation. Store managers were unable to respond quickly to performance gaps, and associates lacked clarity around incentives and earnings. Key challenges included:  

• Manual and error-prone commission calculations causing payout delays  

• Low training adoption due to lack of structured product knowledge incentives  

• Inconsistent customer service recognition across stores and regions  

• Limited tracking of upselling and cross-selling performance at the associate level  

• Few formal mechanisms for peer appreciation and team morale-building  

• High attrition among frontline staff due to limited long-term recognition  

Personas involved  

To improve store performance, the company aligned incentives across frontline, managerial, and corporate teams.  

The personas involved included:  

• Store Associates – Earned commissions, training rewards, service recognition, and milestone bonuses  

• Store Managers – Accessed real-time dashboards, triggered recognition, and monitored associate progress  

• Training & L&D Teams – Delivered product knowledge modules and tracked certification completions  

• Customer Experience Teams – Gathered feedback, mapped satisfaction scores, and validated service incentives  

• Customers – Shared feedback on store and brand experience and applauded store staff delivering exceptional service with QR code-based instant recognition.

Solution  

The company deployed a unified frontline incentive engine that provided transparent earning visibility, simplified manual processes, and introduced a culture of real-time recognition. Store associates could track their performance daily, understand how earnings were calculated, and stay motivated through gamified engagement tools and their mobile phones. The solution delivered:  

• Automated, accurate, and real-time incentive calculations  

• Clear earning breakdowns through intuitive dashboards and personalized trackers  

• Training-linked rewards that accelerated product expertise across stores  

• Recognition workflows that celebrated exceptional customer service instantly  

• Gamified upselling challenges that increased energy and competitiveness  

• Digital reward delivery and milestone automation that improved retention  

Impact  

Within the first 6–9 months of deployment, the retailer observed significant uplift in frontline engagement and store performance. Quantitative results included:  

• 32% increase in sales target achievement due to transparent commission visibility  

• 41% growth in training certification completion, strengthening associate product knowledge  

• 27% improvement in customer satisfaction scores across SEA markets  

• 29% growth in upselling and cross-selling conversions, boosting average basket size  

• 36% increase in peer recognition interactions, improving team morale and collaboration  

• 24% reduction in frontline attrition, supported by milestone awards and recognition consistency  

• 38% faster payout cycles, increasing associate trust and motivation  

Conclusion

By digitizing incentive workflows, enabling structured recognition, and rewarding high-impact behaviors, the retailer transformed its frontline culture across Southeast Asia. Store associates became more motivated, knowledgeable, and customer-focused—ultimately driving sustainable revenue growth and elevating the brand’s in-store experience.