Presentation by Kerryn Bullpitt at the ECRA conference, Melbourne, October 2010. Promoting Joe Berry Award, the presentation is an insight into the findings and recommendations from an international retail study tour.As a result of winning the Joe Berry Australian Retail Executive of the Year Award in 2010, I embarked on a 3 week Retail Study Tour 2010 of Europe, Asia and the US with like minded, high performers from Myer. The attached pdf accompanied my presentation at the ECRA conference, Melbourne, October 2010. This is a short presentation on the findings and recommendations I have for Australian retailers as a result of what I saw overseas.

1. BEING GENUINE IN
CUSTOMER SERVICE
Insights from around the world
Kerryn Bullpitt Woolworths

3. Customer-
Empowered centric
staff focused Operational
primarily on Strategy
customers
Genuine
intent
towards
exceptional
service
An exceptional customer service offer
ORGANISATION + PEOPLE + CULTURE

4. Best Practice in ORGANISATION

5. Customer
feedback &
behaviour
Product on
shelf
Store Manager
Product Head Office
development receives
& distribution information

6. •Yearly culture
survey as a KPI for
executives
•The Corporate vs.
Creativity
conundrum
•Cross divisional
consciousness

7. Organisation Thought Starters
• Is your business built to drive products to customers or
do customers drive product development?
• Does your organisation see store operations as an
opportunity for obtaining information?
• Are you working in silos? Does it impact on your
customer?
• Are your communication channels built for telling or
listening?

8. Best Practice in PEOPLE

9. •80:20 KPIs
•The true cost of
a coffee break
•Trust

10. •Communication
channels
•Lookbooks
•Product Bibles

11. People Thought Starters
• 80:20 What would your people choose to do if
you asked them?
• Spending a lot of time cutting costs? What is the
true cost of poor planning? The True Cost
principle can be applied to so much in our
business.
• Listen & act on what your people tell you about
their customers. Make changes quickly and they
will be proud to see how they affected that.

12. Best Practice in CULTURE

13. •No obligation
Service Desks
•Simple vision that
is not clouded by
tasks

14. • Seeking service
opportunities
• Theatre is service!
•Service is not
wholly the suppliers
responsibility

15. Culture Thought Starters
• Is service something you outsource?
• Is your service genuine? Being genuine is being
obligation free!
• Do you find ways of saying ‘yes’ to customers or
are you choked in policy?
• Find passion in what you do, customers gravitate
toward that.

16. Exceptional Service will begin when we
realise that
Customer Service is not
something we do to sell a
product.
Selling a product is something we
do to service our Customer.