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This document discusses how Pets at Home, a pet supplies retailer, improved business results by treating employees and customers as "VIPs". The summary is: Pets at Home saw improvements in key metrics like sales, profits, and customer loyalty after implementing a strategy to recruit, train, and recognize employees as "VIPs". Treating employees well led to lower turnover and higher employee engagement. In turn, highly engaged employees delivered better customer service, increasing customer satisfaction and spending. The "VIP" approach created a virtuous cycle that benefited both the company and its employees.
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Day1 track session_1_b_ryan_cheyne
This document discusses how treating employees like VIPs (very important people) at the pet store Pets at Home has led to increased engagement, lower turnover, and higher customer loyalty. A simple equation is presented: engaged employees lead to loyal customers which drives sales, profit, and growth. Specific strategies that contributed to employee engagement include recruitment, training, and recognition. Metrics such as engagement scores, turnover rates, and customer net promoter scores increased as employee engagement increased. Treating employees well is argued to benefit not just retailers but companies in various industries.
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Marrytech presentaion
payment processirs- perfect money- payza
Account Types
GUEST = $0.00
BASIC = $20.00
REVOLUTION = $100.00
7 OPPORTUNITIES
1) GLOBAL REVOLUTION
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3) GENERATION BONUS
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6) LEADERSHIP BONUS
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3) 12% service charge applicable.
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Walt Disney World is headquartered in Florida with over 75,000 employees worldwide. It produces goods, services, and products exclusively for Disney properties. Major subsidiaries include theme parks and resorts. Disney's organizational structure includes the CEO, board of directors, management team, and business units. Disney's vision is to make people happy and its mission is to be a leading entertainment provider. Disney targets all ages and families globally with innovative advertising campaigns. Financially, Disney has increased profits over the past five years and projects further growth. Recommendations include continuing investment in parks and global expansion to create long-term opportunities.
FHTM
- The document discusses how much people earn from their time based on hours worked and occupations. Some work 40 hours and earn under $40,000 while others work over 40 hours and earn over $100,000. A few work less than 40 hours and earn over $500,000.
- It introduces a multi-level marketing company called FHTM that allows people to build a business and earn residual income by gathering customers and introducing others to do the same. The compensation plan is described as very generous.
- Details are provided on products/services offered, business model, leadership bonuses, and a car program for high achievers. Building a team of 3 who each build a team of 3 is emphasized as the simple
Hot 10 Trading and Marketing
The document discusses leveraging one's money and opportunities to achieve financial success and independence. It notes that most people struggle financially because they are not taught how to leverage money to work for them through investments or business opportunities. The document promotes the idea that true leverage allows one to accomplish more with less effort or resources. It describes visions of empowering people through career and entrepreneurship opportunities by providing exceptional products and services.
The Wildtree Opportunty
This document summarizes a presentation about joining the Wildtree direct sales business opportunity. It introduces the Wildtree leadership team and company, discusses the benefits of the business like earning commissions and prizes, and outlines the simple compensation plan. Attendees are prompted to consider what benefits a Wildtree business could provide and their interest level on a scale of 1 to 10, and to think of others the opportunity may help. The goal is to recruit new representatives for the Wildtree organic and natural products direct sales business.
The X Factor Team Presentation
The document summarizes an opportunity to join the x-factor home business team. It highlights that over 40,000 people join home businesses and 500,000 entrepreneurs open new businesses each week. It then promotes the xango brand and discusses its rapid sales growth and corporate infrastructure investments. Finally, it provides an example of potential residual income through building a team.
Business in Motion
The document promotes a multi-level marketing business opportunity selling gemstone products. It emphasizes the benefits of earning money through sales commissions and rising through corporate ranks. The business model relies on recruiting others to sell products and build a sales team in order to earn higher commissions and bonuses.
Business 101.1 class 9 NYU ITP
1. The document provides an overview of business concepts like balance sheets, income statements, cash flow, and financial projections.
2. It uses a hypothetical lemonade stand business called Lemonade Inc. to demonstrate how to set up a basic business model, raise capital, and project revenues, expenses and profits.
3. Key financial documents like the balance sheet, income statement and cash flow statement are modeled for the lemonade business to illustrate how the company's finances change over time with growth assumptions baked in.
im millionaire
Ubit Cash is a decentralized cryptocurrency that allows for financial transactions without intermediaries. Users can trade with anyone in the world through their encrypted ubit wallet. The company aims to be a global e-commerce leader through direct selling and empowering distributors to achieve financial independence. The compensation plan includes bonuses for direct referrals, building teams to earn binary bonuses, and achieving different levels like Sapphire and Ruby based on business volume on weaker sides of the network. Higher tiers like Crown Diamond provide larger daily caps and rewards for building large organizations on both sides.
Im millionaire latest presentation
This document summarizes the key aspects of the Ubit Cash cryptocurrency and marketing opportunity. Ubit Cash is a decentralized cryptocurrency secured through 256-bit encryption. It allows users to conduct financial transactions globally without intermediaries. The opportunity involves different package levels that provide daily bonuses and commissions from sponsoring others. Higher package levels provide higher matching bonuses across multiple generations. The compensation plan aims to reward participants for building large organizations on both their left and right sides.
Brisbane Shopify Meetup - 19th April 2018
The full presentation from the Brisbane Shopify Meetup hosted by Reload Media on the 19th of April, 2018.
Amway Business Plan - How to Join 2015
This document summarizes the Amway business opportunity, including its products, compensation plan, and how to join. Amway is a 50-year-old global company that sells nutrition, beauty, and home products through independent business owners. Business owners can earn income by selling products at a 25-30% discount or building a team and receiving passive monthly income. The document provides an overview of the company and products, explains how the income opportunity works through sales and marketing of products, and gives instructions on how to sign up as a business owner or customer.
Millennium Goals
Have you analyzed your business and thought about how you want it to be doing in 1, 2, 5 years’ time? Are you and your team clear about what you need to do to get there? If you want to succeed, you need to set goals. Goal setting not only allows you to take control of the direction of the business; it also provides you a benchmark for determining whether you are actually succeeding. By setting sharp, clearly defined goals, you can measure and take pride in the achievement of those goals, and you'll see forward progress in what might previously have seemed a long pointless grind. In this class, you will learn the well-defined steps that transcend the specifics of goal setting based on growth indicators. Knowing these steps will allow you formulate goals that you and your team can accomplish.
Eleven Essentials To Fiscal Excellence for Entrepreneurs
Fiscal Excellence for Entrepreneurs is all about keeping it simple. It's about Cash Flow. Forecasting. Accounting. Funding. Fundability. Luck. And some other stuff. But you DO need to pay attention to it. This is a presentation I did for "Finance for Startups" presented by Startup Canada and Startup Calgary and supported by Bank of Montreal.
Investor Presentation of Solution Based Training Strategy
Overview of SFL process and solution based business model detailing market opportunity for effective sales training. Transforming thousands of sales professionals from an analog to digital sales process, with our world-class sales training.
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The Hunt 100 - The Top Food & Beverage Companies - 2017 (Published List)
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Investor Presentation of Solution Based Training Strategy
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EFG 2013 - Presentations as a showreel
The below presentation showreel includes presentations by:
Graeme Martin - Organizational Trust: What is it and does it matter anyway?
Ryan Cheyne - VIPs are both your employees and customers
Robert Ordever - Engaging those on the edge
Sarah Barrett - ‘Walk the talk’
Karine Del Moro - The Power of Linkage: Drawing Connections between Employee and Customer Engagement to Drive Business Performance
Yves Duhaldeborde - Advances in linkage analyses: Bridging data sources to drive business performance
Alison Innes-Farquhar - ‘Role of Learning and Development in delivering business Change’
Caroline Hopkins - Inspirational and Caring Leadership
David Macleod - Engage for Success
EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...
This document discusses employee engagement and its importance. It identifies four key enablers of engagement: 1) strong leadership that provides a clear strategic narrative, 2) engaging managers who treat employees as individuals, 3) employee voice throughout the organization, and 4) organizational integrity where values are reflected in daily behaviors. Engagement requires trust between employees and an organization, which integrity helps enable. The document also lists sponsors of an organization called Engage for Success.
ECEW 2013 Derek Allison - Bringing Customer Centricity to Life
Sony believe that understanding what the customer wants and needs is essential to success; customer experience now impacts on all areas of their business, from product development to all areas of customer interaction. Derek talks of how to gain the customer understanding required to drive process; asking the question whether B2C and B2B customers need different types of engagement; and how the organisation itself needs engaging, in order to deliver real customer benefits.
ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
Specialists in short-term insurance, MiWay has a turnover of 1bn RSA achieved in less than five years. See how leadership from the top has built the brand, with the CEO 'owning' CE.
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...
This document summarizes a presentation given by Graham Webster, Director of Customer Experience at Telefonica Europe, at an event in March 2013. The presentation discusses:
1) The commercial rationale for improving the customer experience to turn customers into fans, including data showing increased loyalty, reduced churn, and willingness to pay more from customers with better experiences.
2) Telefonica's integrated approach to improving customer experience across functions and touchpoints to increase loyalty. This includes understanding customer satisfaction and loyalty drivers, designing experiences throughout the customer lifecycle, and ensuring alignment across the organization.
3) Some innovative customer experience activities Telefonica has implemented, such as in-store "Guru" support, a "Fair
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa
The document discusses declining customer satisfaction levels in South Africa and how customer needs and expectations are changing. It notes that service levels have dropped significantly over the past decade according to survey data. Customers now expect more humanity and social responsibility from businesses where government services are lacking. The private sector must adapt to these changing dynamics by focusing more on relationship building and multidimensional communication rather than just transactions. Specific customer segments like Generation Y are increasingly dissatisfied and businesses need to understand what drives retention for different demographic groups.
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
The document discusses the introduction of the South African Customer Satisfaction Index (SAcsi), which aims to measure customer satisfaction levels across various industries in South Africa. Some key points:
- SAcsi was created in partnership with the global leader in customer satisfaction measurement, the American Customer Satisfaction Index (ACSI), to provide a national indicator of customer evaluations.
- It has begun measuring satisfaction levels in various industries such as telecommunications, banking, retail, and is expanding to cover all major industries.
- Preliminary results show a relationship between higher customer satisfaction scores and greater willingness from customers to purchase additional products/services.
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...
Tsogo Sun is one of SA’s premiere Hospitality, Gaming and Entertainment companies. Find out how using the senses and structuring one’s business generates repeat visits and keeps the guests entertained.
ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...
Wilfred is the only black farmer in the UK, who has used social media and entrepreneurial skills to build a well-known brand in the UK stocked in all major outlets. He is an inspirational speaker with a social conscience.
ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...
Regardless of the type of organisation, you need to mine your data to provide a truly customer-centric offering. Your data should be at the heart of your product strategy. Amanda encourages organisations to explore under the tip of the iceberg, diving deep into the data you hold on them to maximise your sales and profits.
Day+1+ +1440+-+carlton+hood
The document discusses Old Mutual's efforts to create a customer-centric culture through strategic initiatives. It outlines five key tools and three enablers to drive culture change, with the goal of developing winning customer propositions. Regular communication, customer examples, employee workshops, and recognition programs are identified as important for embedding the new culture. The brand promise is to enable positive futures for customers through an easy, valued experience.
Day1 track session_1_a_tom_allason
This document summarizes information about the Shutl delivery service. It discusses that Shutl uses a network of couriers and partners with retailers to provide fast same-day delivery for online orders. Shutl aims to convert more shoppers by offering a better delivery experience than traditional options. Data shown suggests Shutl significantly increases customer satisfaction scores and the portion of customers who complete their purchase.
ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...
With only 8% of leading business’s able to use their customer feedback to create true change and the discipline's faltering ability to evidence ROIs, should CEOs continue to invest in major CX programs? Can the other 92% really afford to risk their customers leaving in a blaze of apathy?
Drawing on his experience of delivering global customer experience programs, Keith will reveal how the true innovators are able to quantify ROI from their cx program, providing examples of customer satisfaction driving gains in financial metrics such as life-time customer value, average spend, share of wallet and profitability.
ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy
Anthony stepped down as Chair of Metro Bank in December 2012. He outlines how the effect the customer experience-driven policies of MetroBank have had on performance, and on the aim of turning customers into advocates / fans. Introduction: about Metro Bank, founding ideas and ideals, history, growth throughout the South East, forward strategy; Customer Experience strategies: rewarding employees for satisfaction levels, not sales targets; These strategies have lead to: customer satisfaction scores, rates of recommendations, organisational growth How the use of social media / different channels (“touch points”) supports the CE-based strategy of the bank.
The human touch
The document discusses how companies can provide exceptional customer experiences through innovation and a human touch. It argues that 21st century competitive advantage comes from how companies do things, not just what they do. Companies need to focus on understanding the customer viewpoint, turning employees into fans of the company to better serve customers, and creating next generation customer experiences through insight, collaboration, and agility. The future of customer experience is managing both the present business and exploring innovation to continuously improve through an aligned culture and personalization.
Day2 track session_1_b_susie_rivett
The document discusses employee engagement in the workplace. It emphasizes fostering inclusion, empowerment, and appreciation of employees by providing channels for their voices, time, and resources. When employees feel valued and have shared goals with their organization, individual and business success are more likely to be achieved.
ECEW 2013 Cris Beswick & Derek Bishop - The human touch
Cris Beswick & Derek Bishop describe how moving away from a procedure based environment to an innovation focussed culture where employees can apply personal judgement is a must for 21st Century competitive advantage. Too often companies focus on operational excellence and standardisation to save costs but this approach can be at odds with employee/customer engagement and innovation. Cris & Derek will talk about how you can have the best of both worlds, achieving culture change without abandoning all internal discipline and structure in order to drive innovation and in turn exceptional customer experience.
Day1 track session_2_c_rob_brown
The document discusses Aviva's "common sense" program to improve customer experience. It describes Aviva's operations across 21 countries with 36,000 employees and 43 million customers. It advocates using systems thinking and customer journey mapping to understand experiences from the customer's perspective rather than internal processes. The program empowered employees to improve experiences and led to increased customer satisfaction, loyalty, and cost savings. The document highlights the importance of executive sponsorship, cross-functional collaboration, and linking customer experience initiatives to clear business objectives for successful transformation.
Day1 track session_2_b_kip_nickel
Rexam uses a simple two-question survey called the Referral Rating to systematically collect voice of the customer feedback from a broad range of customer contacts. They administer the survey twice per year to get regular temperature checks and identify problem areas early. Rexam analyzes the data to understand customer expectations better and drive improvements across the business. Specific examples are provided where customer feedback informed investments in print quality and improved communication and alignment between departments and customers.
Day1 track session_2_a_lisa_burger
easyJet carried out a transformation of its end-to-end customer experience by focusing on its people and walking in customers' shoes. It held workshops with 300 customer-facing employees to develop a Customer Charter centered around 5 themes: safety first, seeing it from the customer's perspective, friendly service, making travel easy at every step, and being open and upfront. The Charter was aligned with easyJet's values and signed off by the Board, and its promises were integrated into employee training, performance reviews, and rewards.
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EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...
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ECEW 2013 Derek Allison - Bringing Customer Centricity to Life
ECEW 2013 Derek Allison - Bringing Customer Centricity to Life
ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...
ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa
ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...
ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...
ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...
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ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...
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ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...
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ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy
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一比一原版(lbs毕业证书)英国伦敦商学院毕业证如何办理
原版一模一样【微信：741003700 】【(lbs毕业证书)英国伦敦商学院毕业证成绩单】【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
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Day1 track session_1_b_ryan_cheyne
- 1. Ryan Cheyne People Director @ryskicheyne Colleagues, Customers, Cats and Canines THE REAL V.I.Ps
- 2. Pets at Home
- 3. More than just a shop!
- 4. Think Simple
- 5. Our Values
- 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. 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. What Makes Pets at Home Special?
- 11. A Simple Equation Engaged VIP Colleagues Loyal VIP Customers Sales, Profit and Growth
- 12. How do we do it? • We recruit the right people • We bust a gut to train them • We reward and recognise their efforts
- 13. Quiz! Before we treated Colleagues like VIPs, what was our LTO? a) 38% b) 58% c) 78% d) 108%
- 14. 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
- 15. VIPS are Engaged 66% 73% 89% 90% 90% 93% 0% 20% 40% 60% 80% 100% 2007 2008 2009 2010 2011 2012 Colleague Engagement
- 16. CTO v Engagement 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Colleague Engagement Colleague Turnover
- 17. Customer VIPS
- 18. Fish 4 Opinion
- 19. High NPS = Higher Spend
- 20. As Colleague Engagement Increases, so Does Customer Loyalty 88% 96% 99% 78% - 92% 93% - 98% 98% - 100% Average Score: Range of Scores: NetPromoterScore
- 21. Top Drivers of Loyalty
- 22. 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:
- 23. And That’s Important? 4% increase
- 24. And Add in Colleague Friendliness? 6% increase
- 25. A Simple Equation Engaged VIP Colleagues Loyal VIP Customers Sales, Profit and Growth
- 28. Getting to know our customer VIPS
- 29. Quiz A – Goldie x B – CHARLIE C – Derek x D – Nemo x
- 36. Quiz - Popular Pet name? A – Goldie B - CHARLIE C – Derek D - Nemo
- 37. Colleague VIP + Customer VIP
- 38. This stuff is not just for retail
- 39. 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
- 40. It’s all About the People Engaged Colleagues Loyal Customers Sales, Profit and Growth
- 41. Questions?