Leveraging the Power of Employee Social Networks

to Improve Retail Performance

WhatisEnterprise2.0?

Sources:MarkGranove6er‐"TheStrengthofWeakTies",AmericanJournalofSociology78(6):1360‐1380,May1973AndrewMcAfee,HarvardBusinessSchool,HowtoHittheEnterprise2.0Bullseye‐h6p://andrewmcafee.org

Web2.0technologies‐includingsocialnetworks,blogs,wikis,discussionforumsandmicro‐blogging‐appliedinsidetheenterprisetoimprovecommunicaTonandcollaboraTonamong:

StrongTies• Employeesinthesamedepartment,

storeordistrictwhocollaborateonacommonbusinessprocessStrongTies

WeakTies

WeakTies• ExtendedNetwork• Asourceofsignificantvalue,fresh

ideas,non‐redundantinformaTon

Poten0alTies

Poten0alTies• RelaTonshipsthatdonotexistbuthave

potenTaltoprovidesignificantbenefits

PowerofEmployeeSocialNetworks

OPPORTUNITYhelpyoursmartpeopleinlocaTonsacrosstheglobeconnect,shareanddiscoverrelevantknowledge,fasterandmoreefficientlythanyourcompeTTon

OUTCOMEimproveemployeeandretailperformance,andgainacompeTTveadvantage

WhyShouldRetailersCare?

LargenumberofemployeesperformingthesamejobindifferentlocaTons

• SameproblemsaresolvedmanyTmes• Samemistakesaremade• Inconsistentperformance• Inconsistentcustomerexperience

RetailChallenge Impact

WhyShouldRetailersCare?

LargenumberofemployeesperformingthesamejobindifferentlocaTons

ManylayersinorganizaTonbetweencorporateandstore‐levelemployees

• SameproblemsaresolvedmanyTmes• Samemistakesaremade• Inconsistentperformance• Inconsistentcustomerexperience

• Valuableinsightsandideasatstorelevelarenotsharedwithcorporatedecisionmakers

RetailChallenge Impact

WhyShouldRetailersCare?

LargenumberofemployeesperformingthesamejobindifferentlocaTons

ManylayersinorganizaTonbetweencorporateandstore‐levelemployees

CommunicaTontoolstoconnectemployeesdonotexistorareinadequate

• SameproblemsaresolvedmanyTmes• Samemistakesaremade• Inconsistentperformance• Inconsistentcustomerexperience

• Valuableinsightsandideasatthestorelevelarenotsharedwithcorporatedecisionmakers

• KnowledgeandinformaTonremainsinemployees’heads,andrarelytravelsoutsideofthestoreordistrict

RetailChallenge Impact

WhyShouldRetailersCare?

LargenumberofemployeesperformingthesamejobindifferentlocaTons

ManylayersinorganizaTonbetweencorporateandstore‐levelemployees

CommunicaTontoolstoconnectemployeesdonotexistorareinadequate

Highemployeeturnover

• SameproblemsaresolvedmanyTmes• Samemistakesaremade• Inconsistentperformance• Inconsistentcustomerexperience

• Highcostoftraining• LostknowledgeandexperTse• Difficulttoestablishconsistentculture

• Valuableinsightsandideasatthestorelevelarenotsharedwithcorporatedecisionmakers

• KnowledgeandinformaTonremainsinemployees’heads,andrarelytravelsoutsideofthestoreordistrict

RetailChallenge Impact

CONNECTcompanyworkforcewhootherwisewouldnotcommunicate

• expandnetworkandresourceofaverageemployee

• enableeasierdiscussionandproblem‐solving

• be6erservecustomerandsellmorestuff

BenefitsofEmployeeSocialNetworks

BenefitsofEmployeeSocialNetworks

SHAREmakevaluableknowledgeandinformaTonreadilyavailable

• allowquickertransferofinformaTon

• capturecriTcalinsightslong‐term

• makebe6erbusinessdecisionsfaster

BenefitsofEmployeeSocialNetworks

DISCOVERnewinformaTonandideasthatcanhelpemployeesperformbe6er

• greatlyincreasetheresourcesandknowledgeavailabletoeachemployee

• helpemployeestakeiniTaTveandbemoreproacTve

• makeyourcompanyevensmarter

EmployeeSocialNetworkingFeatures

11

statusupdates

commen0ng

taggingdiscussions

real‐0meconversa0on

collabora0on

profiles

wikis

RSS

groups

socialnewsfeed

calendar

search

interestandexpertmatching

livechat

filesharing

targetedmessaging

subscrip0ons

ra0ngs

polling

topcontributorsandcontent

visualiza0ontools

repor0ng

APIsblogs

ValueforRetailOrganizaTons

IncreaseStoreProfitabilitybyimprovingproducTvityandproductflow.

• Capture&sharecustomerinsights

• ProvideinformaTonstore‐levelemployeesneedtohelpcustomer

• StreamlineoperaTons,allowingassociatestofocusonthecustomer

• Createacommonculturebuiltaroundthecustomer

• ShareBestPracTces

• FindanswerstoquesTons‐FAST

• IdenTfy&engagetopperformers

• Getfieldmanagementonthesamepageandworkingtogetherasateam

Increasesalesconversionbyunderstandingandaddressingcustomerneeds.

StoreOpera0ons

Merchandising&Planning

CustomerExperience

ProductDevelopment&Sourcing

EmployeeSocialNetwork

StoreOpera0ons CustomerExperience

• Understandlocalmarkets

• CollaboratetoensuresuccessfulprogramexecuTon

• SparkinnovaTonbytappingnewideasources

• Gainrapidfeedbackonnewproductconcepts

• ImproveSupplierManagementthroughbe6erinformaTon

HavetherightproductintherightplaceattherightTme.

DeliverproductswithimprovedinnovaTon,speed,qualityandvalue.

StoreOperaTons

Merchandising&Planning

CustomerExperience

ProductDevelopment&Sourcing

EmployeeSocialNetwork

ValueforRetailOrganizaTons

Merchandising&Planning

ProductDevelopment

• Foundedin2003

• HeadquartersinSanFrancisco,CA

• Well‐fundedandprofitable

• 400clients‐100%referenceable

• 100newclientsperyear

AboutLeverageSonware

Learnmore:

www.leveragesonware.com

www.twi6er.com/leverage

Trustedby400ofthesmartestorganiza0onsintheworld,including:

OurClients

Welikewhenpeopleshareandremixourwork.

Feelfreetociteus(butyoudon’thaveto).

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