Driving sustainableyou find your Helping profit growth
Retail-Remedy delivers complete support solutions toretail companies and those organisations wishing toengage with retailers.As retail experts we pride ourselves in providing our clients with quality,experience-based insights into the challenges and opportunities that retailprovides.Our strength lies in being able to apply our collective retailing experience(currently in excess of 200 years) to develop strategies, concepts andideas that appeal to consumer needs and deliver sustainable profit growthto the companies we engage with.Our values and trading ethos have enabled us to attract leading retailspecialists to join us – people we have worked with over time, people weare prepared to trust with your project …and our reputation.As a business we pride ourselves on being respectful towards your cultureand identity and at the same time delivering an objective, independentand honest appraisal of your organisational strengths and opportunities.
Strategy & Planning Workshop – Strategic Personnel (business owners/leaders/senior managers) Prime Objective: to formulate an effective strategy using all the tools at your disposal and create plans that you can implementLearning outcomesAt the end of the workshop, participants will: evaluate the Strategy employed by successful retailers be aware of the tools to help challenge and develop Strategy understand the factors that influences current and future understand how to keep Strategy alive and relevant Strategy appreciate how to begin forming a customer-facing StrategyStrategy and Planning programme overviewDefining Strategy Surfing the Edge of Chaos The tale of the rather warm frog Strategy as a living organism What Strategy is and what it is not Removing equilibrium and delivering for the customer Brand and Strategy compatibility in the retail sector Creating an adaptive Strategy system Evaluating your current Strategy Creative Strategy on the edge of Retail Chaos Competitors’ Strategy and how to ignore it Strategy as Options for the Future Strategy Testing Uncovering hidden constraintsStrategic Decision Making Establishing Strategic processes Developing collective intuition Optimising the Strategic portfolio Creating constructive conflict Planning and Opportunism Maintaining decision pace in fast paced retail environments Avoiding internal politics “Perception is strong and sight weak.Traditional Strategic tools In strategy it is important to see distant things SWOT analysis as if they were close and to take a distanced view Five forces framework of close things.” Experience curves Miyamoto Musashi 1584-1645, Strategic portfolios legendary Japanese swordsman
Leadership Workshop Prime Objective: transforming business owners into great leadersLearning outcomesAt the end of the workshop participants will be able to: design, evaluate and communicate an effective vision for your deliver a variety of communication styles for each business business need act as a role model for team empowerment and performance deliver a clear Strategy that engages the whole team management understand how to inspire colleagues with stretching goals and identify team dynamics and instigate a performance and clear target setting development culture that caters for the whole teamLeadership programme overviewLaying the foundations Goal setting Great Business Owners versus Great Business Leaders What is policy? what is procedure?…and how to communicate Transforming business ideas into strategic direction both Reviewing the vision, mission and values of your business Aligning personal targets with business goals, Strategy into KRAs How to keep your business relevant – BHAGs Building milestones Knowing when to grow and when to shrinkBuilding the right team Managing performance Agreed performance charters and how to get them – GAPS Great leaders build great teams analysis Harnessing the passion of your team. Performance reviews and their frequency Recognising individual and team strengths Dealing with poor performance Team building options Managing personal development and nurturing talentCommunicating the message Aligning reward to performance Communication types and their uses Succession planning to future-proof your business The problem with over-communication and how to stop it The Emperor has no clothes – how to tell him. Communication feedback loops “Know Thyself!” Scribes of Delphi (via Plato)
“Designing an authentic and differentiating BrandPromise and aligning your company to be aPromise Delivery System (and nothing else) equalsBrand Success” WOW Branding 2007Branding & Marketing
Brand & Marketing Workshop 1 – Strategic personnel (business owners/leaders/senior managers) Prime Objective: to evaluate, challenge and understand the principles of Branding as it relates to your business and its customersLearning outcomesAt the end of the workshop, participants will: understand what their brand values are create marketing promotions that support the brand understand how to create a brand promise understand how to deliver the brand promise through the line review options for central brand management understand how to extend a brand or make a sub brand understand how to create differentiation in an undifferentiated marketStrategic Brand & Marketing programme overviewWhat’s your Brand? Marketing the Brand options Your Brand evaluation Keeping the Brand Promise during marketing Market place review Promote the product or the Brand? Customer profiles, current and future Bringing the Brand aliveBrand and Strategy integration How does the field team live the Brand? Right brains, left brains and the bit in the middle. Brand enhancing and erosion in the field Brand promise alignment Going to MarketManaging Brand options Brand extensions, the good the bad and the ‘ I’d rather not’ One stop Shop Sub-branding, Why? Why not? Brand agencies Integrating your marketing team “An image is not simply a trademark, a design, a sloganBrand disciplines or an easily remembered picture. It is a studiously crafted Differentiating your Brand personality profile of an individual, institution, corporation, Internal collaboration, external collaboration product or service.” Remaining innovative Daniel J. Boorstin: historian, professor, attorney and writer
Brand & Marketing Workshop 2 – Operational personnel (line management) Prime Objective: to understand the brand and how the brand promise is delivered though its peopleLearning outcomesAt the end of the workshop, participants will: understand the importance of branding throughout the have learnt how to support integrated marketing through organisation promotional management understand how to evaluate brand execution in the field realise the importance of making service part of the brand understand the importance of keeping branding simple in the experience field understand how to execute events in the field.Operational Brand & Marketing programme overviewWhat’s your Brand? Operational Marketing Your Brand evaluation Simplifying the toolkit Market place review Developing sixth sense marketing Customer profiles, current and future Promotional management Colleague profile Keeping it interestingBrand Execution in the field Making it an event Brand values and company values Delivering for the suppliers Colleague Brand induction Customer Service Look and Feel, to customers and colleagues Service as a Brand expression Ease of Brand execution in stores Brand enhancing and Brand erosion Analysis and management of Brand management in the fieldBrand Charters “There is nothing more tragic for a company Creating a Brand Charter than when its insiders are clueless about the brand Involving colleagues in the Brand All-arena support of the Brand and their role in delivering the brand promise.” Brand enhancing and Brand erosion WOW Branding 2007
Buying & Merchandising“We only have one bullet inour gun, the right product atthe right price” James Sinegal, Costco
Buying and Merchandising Workshop Prime Objective: to increase sales and profits through better buying and category managementLearning outcomesAt the end of the workshop, participants will: understand the role the category plays in their business approach setting the right objectives and strategies understand their Customers and what they want from the make the right decisions on range, pricing and promotions category growing their sales and profit of the category understand the competition and how this effects their decisionsBetter Buying and Category Management programme overviewDefining the role of the category Developing category objectives and strategies What does your category mean to Customers in your store: Understand your growth objectives – Is it destination, routine or treat? How can you achieve them? – Is it a category that will be awarded feature space and/or marketing support? What do you need to do differently? How does the category contribute to overall profit? Creating plans to land changeUnderstanding your Category Customer Better Buying Who is your target Customer? How you can afford to deliver your strategies What % of the store’s Customers will you expect to shop your Making the right decisions category? Customer requirements vs financial benefits What does your Customer need/want from the category? Better negotiation with suppliers How to delight the Customer Price and PromotionsUnderstanding your Competition What is your price and promotions strategy? Where else are your customers shopping? What do you need to do more of, or to do differently? Why are they shopping there? How to fund your activity How can you improve on their current experience? How to shout about your activity How can you tell them about your benefits?
Negotiation“Let us never negotiate out of fear.But let us never fear to negotiate.” John F Kennedy“Imaginative, sanguinemen will never recognizethat in negotiations the mostdangerous moment of all iswhen everything is movingaccording to their wishes.” Honoré de Balzac, French writer
Negotiation Workshop Prime Objective: to increase profits through better NegotiationLearning outcomesAt the end of the workshop, participants will: understand what makes a good negotiator – how to become one understand how to deliver a win-win outcome understand their objectives, and those of the other party understand how to manage conflict and tactics know how to plan a negotiation understand how to capture and record agreements correctly know how to set the right strategy and work to this throughout the negotiationBetter Negotiation programme overviewWhat makes a good negotiator? Aim for win-win What are the knowledge and skills required? How to make both sides ‘feel good’ How can you become better at negotiating? Conflict and collaboration – uses and misuses How to practise, practise, practise Concessions – should you or shouldn’t you? How to build and maintain relationshipsPlanning the negotiation How to set the right objectives Managing conflict Know your own business Is conflict a bad thing? Understand what the other side wants How to say no without walking away Where is the power? – what have you got that the other party When to walk away wants? Tactics, and how to handle themSetting your negotiation strategy Most common tactics and responses What is your start point? How to use time and deadlines Managing agendas Capturing the deal How can you take advantage of natural competition between suppliers? How to document and follow up post deal Avoiding break down
Visual Merchandising Workshop Prime Objective: to increase footfall, sales and profits through powerful Visual MerchandisingLearning outcomesAt the end of the workshop, participants will: understand the importance of visual merchandising within appreciate the elements of successful visual merchandising their business model execution understand visual merchandising and its relationship to sales be able to identify visual merchandising action plans, toolkits and training guides understand the components of visual merchandisingVisual Merchandising programme overviewThe role of Visual Merchandising Product Execution – the principles What’s my role? Categories/Brands/Prices How does it impact the business? Product adjacencies Measuring Success Use of space and product flexing Promotional activitiesImage and Identity Understanding your customer Communicating your message Communicating your brand values Windows The silent sales person Point of Sale DisplaysNavigation and Store design Fixtures Understanding customer flow Use of space Mapping the customer Journey Colleagues Delivering the correct floor plan Choosing lighting and fixturing “Properly practiced creativity must result in greaterThe Product Story sales more economically achieved. Properly practiced Building a campaign creativity can lift your claims out of the swamp Less is more of sameness and make them accepted, believed, Apples with apples Visual cues persuasive, urgent“ Working with colour William Bernbach , founder of Doyle Dane Bernbach
Customer Service “If growth is what you’re after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you.” Frederick F. Reichheld , Harvard Business Review
Customer Service Workshop – Strategic level Prime Objective: introducing a modern approach to recognising and satisfying current and future customer needsLearning outcomesAt the end of the workshop participants will: recognise the correlation between your brand and service. be able to recognise and reward great service delivery. understand how to determine the ‘real’ needs of customers. plot the customer journey and determine the key service overlaps. understand how to measure service effectiveness and delivery within the business.Customer Service programme overviewThe Customer Colleague Engagement Who is your customer? Why they bother, if they do? Who do you want your customer to be? Recruiting a service driven team What does your ‘Brand’ say about your service and your How to get – and keep – colleagues engaged in service service say about your ‘Brand’? delivery Identifying and plotting the needs of your current and future Service Framework customers Growing your business through service deliveryThe Experience Policies and procedures – Giving customers what they want You are a service expert Budgeting for service – it costs you money but increases your Seeing what your customers see profits Hearing what your customer say Monitoring colleague/customer engagement Making feedback work for youThe Customer Path “The only path to profitable growth Your customer’s journey starts before they enter your business may lie in a company’s ability to and never ends Making your customers work for you get its loyal customers to become its The goodwill bank marketing department.” Measuring Success Frederick F. Reichheld, Harvard Business Review