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Day1 track session_1_b_ryan_cheyne
- 1. Ryan Cheyne People Director @ryskicheyne Colleagues, Customers, Cats and Canines THE REAL V.I.Ps
- 2. Pets at Home
- 3. More than just a shop!
- 4. Think Simple
- 5. Our Values
- 7. Sales and LfL 0.00% 1.00% 2.00% 3.00% 4.00% 5.00% 6.00% 7.00% 8.00% 9.00% 10.00% 0 100 200 300 400 500 600 700 FY7 FY8 FY9 FY10 FY11 FY12 Sales LFL
- 8. EBITDA and Store Nos 0 50 100 150 200 250 300 350 400 0 20 40 60 80 100 120 FY7 FY8 FY9 FY10 FY11 FY12 EBITDA Store Numbers
- 9. What Makes Pets at Home Special?
- 11. A Simple Equation Engaged VIP Colleagues Loyal VIP Customers Sales, Profit and Growth
- 12. How do we do it? • We recruit the right people • We bust a gut to train them • We reward and recognise their efforts
- 13. Quiz! Before we treated Colleagues like VIPs, what was our LTO? a) 38% b) 58% c) 78% d) 108%
- 14. VIPS Stay 78% 62% 55% 46% 40% 27% 19% 17% 16.5% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 2004 2005 2006 2007 2008 2009 2010 2011 2012 Colleague Turnover
- 15. VIPS are Engaged 66% 73% 89% 90% 90% 93% 0% 20% 40% 60% 80% 100% 2007 2008 2009 2010 2011 2012 Colleague Engagement
- 16. CTO v Engagement 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Colleague Engagement Colleague Turnover
- 17. Customer VIPS
- 18. Fish 4 Opinion
- 19. High NPS = Higher Spend
- 20. As Colleague Engagement Increases, so Does Customer Loyalty 88% 96% 99% 78% - 92% 93% - 98% 98% - 100% Average Score: Range of Scores: NetPromoterScore
- 21. Top Drivers of Loyalty
- 22. Pet Care Knowledge Also Increases as Colleagues Become More Engaged 88% 96% 99% 78% - 92% 93% - 98% 98% - 100% ColleaguePetCareKnowledge Average Score: Range of Scores:
- 23. And That’s Important? 4% increase
- 24. And Add in Colleague Friendliness? 6% increase
- 25. A Simple Equation Engaged VIP Colleagues Loyal VIP Customers Sales, Profit and Growth
- 28. Getting to know our customer VIPS
- 29. Quiz A – Goldie x B – CHARLIE C – Derek x D – Nemo x
- 36. Quiz - Popular Pet name? A – Goldie B - CHARLIE C – Derek D - Nemo
- 37. Colleague VIP + Customer VIP
- 38. This stuff is not just for retail
- 39. Best Companies Lists WL Gore Penta Consulting Admiral Group Virgin Money Royal College of Nursing Robert Half Int. PwC Penna PLC Michael Page KPMG Goldman Sachs American Express UK Allianz Global Assistance Adobe Systems
- 40. It’s all About the People Engaged Colleagues Loyal Customers Sales, Profit and Growth
- 41. Questions?