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RetailOasis Big Breakfast: Garry Connell, CEO Trak

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A presentation by Garry Connell from the RetailOasis Big Breakfast - talking about his time in New York City - his key observations from our Retail Tour and the National Retail Federation Big Breakfast.

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RetailOasis Big Breakfast: Garry Connell, CEO Trak

  1. 1. 11 1 PIPPAGarry Connell, Director + CEO Trak RetailOasisBigBreakfast
  2. 2. 2 What I saw and learnt in New York. Jan, 2018
  3. 3. 3 Who am I and what is TSHR? u  Recruitment from $50k to CEO u  Sydney & Melbourne u  Established 1995 u  Focus is Retail & Fashion u  HR Consulting – onboarding, exit interviews, psychological assessment, Learning & Development , salary benchmarking
  4. 4. 4 New York in January
  5. 5. 5 3 days of walking to store after store!
  6. 6. 6
  7. 7. 7 Shadowbox, Daniel Glazer 32 Finance guy, professional fighters, 50/50 M/F, $35, pack 50 @$1500 5 by 7days by 40 just opened 2nd, looking for 3rd
  8. 8. 8 6 stores with a great experience My litmus test, did I feel better…..? Why? Did I have a good experience? Number one. Ingredient
  9. 9. 9 6 stores with a great experience u  Story telling, education, authenticity, customisation and participation My litmus test, did I feel better…..? Why? Did I have a good experience? Number one. Ingredient
  10. 10. 10 6 stores with a great experience u  Story telling, education, authenticity, customisation and participation u  Theatre, attention grabbing, FOMO My litmus test, did I feel better…..? Why? Did I have a good experience? Number one. Ingredient
  11. 11. 11 6 stores with a great experience u  Story telling, education, authenticity, customisation and participation u  Theatre, attention grabbing, FOMO u  A sense of purpose, community, localisation My litmus test, did I feel better…..? Why? Did I have a good experience? Number one. Ingredient
  12. 12. 12 6 stores with a great experience u  Story telling, education, authenticity, customisation and participation u  Theatre, attention grabbing, FOMO u  A sense of purpose, community, localisation •  What really made my good experience? My litmus test, did I feel better…..? Why? Did I have a good experience? Number one. Ingredient
  13. 13. 13 6 stores with a great experience u  Story telling, education, authenticity, customisation and participation u  Theatre, attention grabbing, FOMO u  A sense of purpose, community, localisation •  What really made my good experience? •  The people and the culture…… Happy staff = Happy customers. My litmus test, did I feel better…..? Why? Did I have a good experience? Number one. Ingredient
  14. 14. 14 6 stores with a great experience u  Story telling, education, authenticity, customisation and participation u  Theatre, attention grabbing, FOMO u  A sense of purpose, community, localisation •  What really made my good experience? •  The people and the culture…… Happy staff = Happy customers. •  It’s the people on your front line that create your bottom line. My litmus test, did I feel better…..? Why? Did I have a good experience? Number one. Ingredient
  15. 15. 15 Brooklyn, all 470 store unique.
  16. 16. 16 Gotham Greens 2000 sq. m climate controlled hydroponic greenhouse only 5% of water ,conventional leafy greens, herbs, tomatoes instore & restaurants
  17. 17. 17 More than 100 specialty products less than 10miles
  18. 18. 18 And one more pic that caught my eye
  19. 19. 19 And one more pic that caught my eye
  20. 20. 20 And one more pic that caught my eye
  21. 21. 21 Eat   2010, (4,600 m2), 300 staff, described grocery store with tasting rooms, Think Disneyland Italian food, one of finest & most authentic Italian experiences to be had in NYC.
  22. 22. 22 Cook books, cooking classes, Alessi kitchen ware, coffee, gelato, pastries, a Nutella bar, rooftop bar with micro beer brewery, all kinds of cheeses, oils, pasta,  meats, seafoods, bread…. You Name it, fresh, quality, a story, educational, and a smile. Eataly
  23. 23. 23 5th ave, 750 sq m in 1913 Scribner, $140m 1st meditation space - Mindfulosophy - a destination place - relax & reboot. provides busy, stressed- out folk with zen pods where they can settle into comfortable cushions, put on pair headphones, tune in to one of 12 different self-guided meditations.
  24. 24. 24 NIKE – like only you can make it Destination for designing, personalizing, customizing. Book 45 min design assist.
  25. 25. 25 Supermoon Bakehouse 30 Melbourne Ry Stephen Catering $200 iridescent boxes 12 varieties
  26. 26. 26 The “Cruffin” A croissant baked like a muffin Also donuts made brioche dough, creamy fillings, edible decorations/
  27. 27. 27 NRF Top 27 shaping retail Michael Lastoria – Employee welfare, fulltime & > $2p.hour above min. 1)  tribe 1st 2) Little 3) Clean Eats 2)  4) Cultivating Creativity - use pizza as excuse to make art. Customisation & personalization is critical. & - diversity, unity, connectiveness First 126, first 26.
  28. 28. 28 NRF 35,000… 16 speakers, 3 days 4 quotes u  “Sales associate won’t be replaced by robots, but the amount of data and analytics info that they will have will enable them to service customers so much better” Karen Katz, CEO Neiman Marcus . all 45000 staff iPhone with the employee app.
  29. 29. 29 Artificial Intelligence is everywhere but…… Tori Townes- Whitley-VP Microsoft
  30. 30. 30 Walmart CEO Doug McMillon u  The person who ultimately decides whether we’re here or not is the customer ……. they make choices about price, assortment and experience. Everybodyhereknowsthat [retail]isapeoplebusiness.The waycustomersfeelwhenthey leaveyourstore,website,orapp determineshowfastthey’re goingtocomeback.There’sa pieceofhumanityherethat matters,”hesaid
  31. 31. 31 Walmart CEO Doug McMillon u  The person who ultimately decides whether we’re here or not is the customer ……. they make choices about price, assortment and experience. u  We want the people who are on the frontlines interacting with customers to know how much we care about them. The bet we’re making in the long-term is that our people will ultimately be the way we win. Everybodyhereknowsthat [retail]isapeoplebusiness.The waycustomersfeelwhenthey leaveyourstore,website,orapp determineshowfastthey’re goingtocomeback.There’sa pieceofhumanityherethat matters,”hesaid
  32. 32. 32 Walmart CEO Doug McMillon u  The person who ultimately decides whether we’re here or not is the customer ……. they make choices about price, assortment and experience. u  We want the people who are on the frontlines interacting with customers to know how much we care about them. The bet we’re making in the long-term is that our people will ultimately be the way we win. u  Everybody here knows that retail is a people business. The way customers feel when they leave your store, website, or app determines how fast they’re going to come back. Everybodyhereknowsthat [retail]isapeoplebusiness.The waycustomersfeelwhenthey leaveyourstore,website,orapp determineshowfastthey’re goingtocomeback.There’sa pieceofhumanityherethat matters,”hesaid
  33. 33. 33 “Switching off” with Arianna Huffington u  “switching off” from smartphones, email and social media from time to time. Founder of Huffington Post Thrive Global – health & wellness Forbes 52 Most Powerful Women
  34. 34. 34 “Switching off” with Arianna Huffington u  “switching off” from smartphones, email and social media from time to time. u  “We take better care of our smartphones than ourselves. We get so used to running on empty it’s the new normal,” Founder of Huffington Post Thrive Global – health & wellness Forbes 52 Most Powerful Women
  35. 35. 35 “Switching off” with Arianna Huffington u  “switching off” from smartphones, email and social media from time to time. u  “We take better care of our smartphones than ourselves. We get so used to running on empty it’s the new normal,” u  launched an app that enables users to recognise how much time they spend on social media. Founder of Huffington Post Thrive Global – health & wellness Forbes 52 Most Powerful Women
  36. 36. 36 “Switching off” with Arianna Huffington u  “switching off” from smartphones, email and social media from time to time. u  “We take better care of our smartphones than ourselves. We get so used to running on empty it’s the new normal,” u  launched an app that enables users to recognise how much time they spend on social media. u  Time for bed Founder of Huffington Post Thrive Global – health & wellness Forbes 52 Most Powerful Women
  37. 37. Thank You Level 4, 1a Rialto Lane, Manly NSW 2095 retailoasis.com@retailoasis

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