Day1 track session_1_b_ryan_cheyne

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Day1 track session_1_b_ryan_cheyne

  1. 1. Ryan Cheyne People Director @ryskicheyne Colleagues, Customers, Cats and Canines THE REAL V.I.Ps
  2. 2. Pets at Home
  3. 3. More than just a shop!
  4. 4. Think Simple
  5. 5. Our Values
  6. 6. Clarity of Purpose
  7. 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. 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. 9. What Makes Pets at Home Special?
  10. 10. A Simple Equation Engaged VIP Colleagues Loyal VIP Customers Sales, Profit and Growth
  11. 11. How do we do it? • We recruit the right people • We bust a gut to train them • We reward and recognise their efforts
  12. 12. Quiz! Before we treated Colleagues like VIPs, what was our LTO? a) 38% b) 58% c) 78% d) 108%
  13. 13. 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
  14. 14. VIPS are Engaged 66% 73% 89% 90% 90% 93% 0% 20% 40% 60% 80% 100% 2007 2008 2009 2010 2011 2012 Colleague Engagement
  15. 15. CTO v Engagement 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Colleague Engagement Colleague Turnover
  16. 16. Customer VIPS
  17. 17. Fish 4 Opinion
  18. 18. High NPS = Higher Spend
  19. 19. As Colleague Engagement Increases, so Does Customer Loyalty 88% 96% 99% 78% - 92% 93% - 98% 98% - 100% Average Score: Range of Scores: NetPromoterScore
  20. 20. Top Drivers of Loyalty
  21. 21. 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:
  22. 22. And That’s Important? 4% increase
  23. 23. And Add in Colleague Friendliness? 6% increase
  24. 24. A Simple Equation Engaged VIP Colleagues Loyal VIP Customers Sales, Profit and Growth
  25. 25. and there’s more…
  26. 26. Getting to know our customer VIPS
  27. 27. Quiz A – Goldie x B – CHARLIE C – Derek x D – Nemo x
  28. 28. Quiz - Popular Pet name? A – Goldie B - CHARLIE C – Derek D - Nemo
  29. 29. Colleague VIP + Customer VIP
  30. 30. This stuff is not just for retail
  31. 31. 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
  32. 32. It’s all About the People Engaged Colleagues Loyal Customers Sales, Profit and Growth
  33. 33. Questions?

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