Day1 track session_1_b_ryan_cheyne

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Day1 track session_1_b_ryan_cheyne

  1. 1. Ryan CheyneRyan Cheyne People DirectorPeople Director @ryskicheyne Colleagues, Customers, Cats and Canines THE REAL V.I.Ps
  2. 2. Pets at HomePets at Home
  3. 3. More than just a shop!More than just a shop!
  4. 4. Think SimpleThink Simple
  5. 5. Our ValuesOur Values
  6. 6. Clarity of PurposeClarity of Purpose
  7. 7. Sales and LfLSales 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 NosEBITDA 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?What Makes Pets at Home Special?
  10. 10. A Simple EquationA Simple Equation Engaged VIP Colleagues Loyal VIP Customers Sales, Profit and Growth
  11. 11. How do we do it?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!Quiz! Before we treated Colleagues like VIPs, what was our LTO? a) 38% b) 58% c) 78% d) 108%
  13. 13. VIPS StayVIPS 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 EngagedVIPS 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 EngagementCTO v Engagement 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Colleague Engagement Colleague Turnover
  16. 16. Customer VIPSCustomer VIPS
  17. 17. Fish 4 OpinionFish 4 Opinion
  18. 18. High NPS = Higher SpendHigh NPS = Higher Spend
  19. 19. As Colleague EngagementAs Colleague Engagement Increases, so Does CustomerIncreases, so Does Customer LoyaltyLoyalty 88% 96% 99% 78% - 92% 93% - 98% 98% - 100% Average Score: Range of Scores: NetPromoterScore
  20. 20. Top Drivers of LoyaltyTop Drivers of Loyalty
  21. 21. Pet Care Knowledge AlsoPet Care Knowledge Also Increases as Colleagues BecomeIncreases as Colleagues Become More EngagedMore Engaged 88% 96% 99% 78% - 92% 93% - 98% 98% - 100% ColleaguePetCareKnowledge Average Score: Range of Scores:
  22. 22. And That’s Important?And That’s Important? 4% increase
  23. 23. And Add in ColleagueAnd Add in Colleague Friendliness?Friendliness? 6% increase
  24. 24. A Simple EquationA Simple Equation Engaged VIP Colleagues Loyal VIP Customers Sales, Profit and Growth
  25. 25. and there’s more…and there’s more…
  26. 26. Getting to know ourGetting to know our customer VIPScustomer VIPS
  27. 27. QuizQuiz A – Goldie x B – CHARLIE C – Derek x D – Nemo x
  28. 28. Quiz - Popular Pet name?Quiz - Popular Pet name? A – Goldie B - CHARLIE C – Derek D - Nemo
  29. 29. Colleague VIP + CustomerColleague VIP + Customer VIPVIP
  30. 30. This stuff is not just forThis stuff is not just for retailretail
  31. 31. Best Companies ListsBest 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 PeopleIt’s all About the People Engaged Colleagues Loyal Customers Sales, Profit and Growth
  33. 33. Questions?Questions?

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