Headline Verdana BoldBecoming Customer -Centric Starts ... · ‘Let my people go surfing’ policy Free yoga, an organic café, free scooters and skateboards 26 three day weekends

Headline Verdana BoldBecoming Customer-Centric Starts with Our PeopleDaria Dolnycky

National Human Capital Leader, Consumer | Retail Sector

2Becoming Customer-Centric Starts with Our People

We Invest in Designing the Best Customer Strategy but Fall Short in

Investing in Those Who Deliver it - Our PeopleTo develop customer-centricity today, a majority of retail investments are occurring outside the physical store.

82% of retail sales happen within the four walls of a store and limited

investments are made to better front-line employees.

Improving

Retail

Offering

Expanding

E-Commerce

Capability

Remodel

Brick and

Mortar

Expanding

Omni-

Channels

Bigger,

Better

Digital

Assets

Retail IT spending has

increased by 5.6% globally

82% of customers are more likely to purchase

from a brand with multiple delivery options

Global omni-channel retail commerce

platform market is expected to grow

from USD 2.99 – 11.01 billion by 2023

Customer-

Centric

Billions of dollars in increased capital

expenditures to remodel storesBy 2021, worldwide, retail e-commerce

sales growth will be at 18%


Winning with an Employee-Focused Culture


Employee-

Centric

People Are the Un-Ignorable Link to Customer-Centricity

Un-Ignorable Link!

Results show that organizations with strong employee-centricity naturally become customer-centric.

2x customer satisfaction

Enterprises with a top-quartile

employee experience achieve

and 25% higher profits

Consumers spend

as much in-store when

they have been assisted

by an associate

2x

2.3x

Organizations with highly

engaged employees had an

average 3 year revenue

growth

greater than average

Customer-

Centric


Investing in Employee-Centricity Means Going Beyond Wages & Benefits

What employees are up against…

Automation

Alternative

Workforce

The Gig

Economy

Talent

Disruption

A New Social

Contract

Increasing

Pace of Change

Technology

Disruption

Talent

Mobility

As employees face new challenges in their day-to-day and their expected roles, they long for more support.


The best part of retail culture

is the people and having an

environment to constantly

learn

Don’t Just Take Our Word for It! Here’s What Employees Said…

To build employee-centricity, employers should focus on cultivating relationships with workers through

CULTURE (a Simply Irresistible Experience).

40% of survey respondents don't

know what their customer strategy is

Employees believe their

organization only focuses on

45% of their needs

60% of survey

respondents graded

themselves as not very

motivated or neutral

to be at their work

Of the top ten factors (e.g., money, convenience),

employees selected

peopleas the #3 reason why they work


Employee-Centricity Has Evolved from Work/Life Balance to Human Experience

Employee Engagement Human Experience

Work/life Balance Employee Experience

Personal

(the individual)

Professional

(the work)

Employee-led

(bottom up)

Organization-led

(top-down)

Focus of

Culture

Drivers of Culture


Creating the Human Experience Employees Crave

Positive Work

EnvironmentMeaningful Work Growth Opportunity

Trust in

Leadership

Supportive

Management

Flexible work environment AutonomyTraining and

support on the job

Mission and

purpose

Clear and

transparent goals

Humanistic

workplaceSelect-to-fit

Facilitated

talent mobility

Continuous

investment in peopleCoaching

Culture of

recognition

Small,

empowered teams

Self-directed,

dynamic learning

Transparency

and honesty

Investment in development

of managers

Fair, inclusive, diverse work

environment

Unstructured

time

High-impact

learning cultureInspiration

Agile performance

management

Cross-Organization Collaboration & Communication

9© 2019. For information, contact Deloitte Touche Tohmatsu Limited Becoming Customer-Centric Starts with Our People

Positive Environment

Humanistic WorkplaceFlexible Work EnvironmentFair, Inclusive, Diverse Work

EnvironmentCulture of Recognition

Who’s Winning?

PATAGONIA

Clothing

‘Let my people go surfing’

policy

Free yoga, an organic café,

free scooters and skateboards

26 three day weekends per

year

84% of Consumer Business organizations

ranked having a positive environment

as important or very important.

However, 33% of these

organizations are not yet effectively

managing the challenge.

Bringing the Human Experience to Life



Meaningful Work

Unstructured TimeAutonomySelect-to-fitSmall, Empowered Teams

84%of Consumer Business organizations

view meaningful work as a critical

enabler to elevate the human

experience.

Who’s Enabling?

Allows employees to view

most up-to-date schedule,

request time off and chat with

management and co-workers

However, only 40%of

these organizations effectively empower employees to

manage their careers.

When I Work

Scheduling Platform



WHEN I WORK

25%

Because employees have better and

more up-to-date access to their

schedules, using ‘When I Work’ has

reduced employee no-shows by

• Receive notifications when schedules are posted or changed

• Sync app with Google, iCal and Outlook

• Manage multiple jobs using the same app*

• Use “WorkChat” to contact managers and other staff

• Virtually manage vacation and sick day allowances

• Request shift trades and change availability

Who’s Using It?



Growth Opportunity

High-impact Learning CultureTraining and Support on the JobFacilitated Talent MobilitySelf-direct Dynamic Learning

SHINOLA

Luxury Goods

Online Adaptive Learning

Intervention and Feedback

in Real-time

Real-world Learning

Who’s Winning?

However, 40% of these

organizations are not yet effectively

managing the challenge.

Shinola University was implemented

to provide:

83%of Consumer Business organization

ranked growth opportunity as

important or very important.




Trust in Leadership

Continuous Investment in People Mission and PurposeTransparency and HonestyInspiration

18%of organizations believe they have a

transparent and open model.

37% of leaders are worried about their

ability to create trust in their

organization.

27%of organizations believe that a lack of

transparency is creating a

competitive disadvantage.



Trust in Leadership

Continuous Investment in People Mission and PurposeTransparency and HonestyInspiration

Total Health Immersions and

Volunteer Programs:

Who’s Winning?

Employees now want to work for

socially responsible organizations. As a

result,


have increased the impact of social

responsibility programs in the last 5

years.

WHOLE FOODS MARKET

Grocery

Health getaways 4 times per

year

Provide Biometric screenings to

see results

Led by experts in the

healthcare industry



Supportive Management

Clear and Transparent GoalsAgile Performance ManagementCoachingInvestment in Development of

Managers


ranked having supportive management

as Important or Very Important.

CULTURE AMP

People & Culture Platform

Who’s Enabling?

However, 42% are not yet

effectively managing the challenge.“Our employees now connect with Culture Amp

Performance without thinking about it as a

performance management tool.”

“People were asking for the reviews, not asking

how to get out of them. That felt like success.”



Collaboration & Communication

Cross-organizational CollaborationInvestment in Resources, Tools & TimeConstant CommunicationOpen Culture

85%of employees feel that collaboration and

communication is a critical enabler to

elevate the human experience.

THE CONTAINER STORE

General Merchandiser

Who’s Winning? The Container Store implemented

Theatro that:

Checks inventory and

customer orders on-demand

Sends real-time updates or

messages

Increased communication across

employees by 30%

However, only 26% of our

survey respondents feel supported

with tools and technology to stay

connected.




To Satisfy the Crave for Human Experience, We Ask…

What will you do

differently

tomorrow

Daria DolnyckyNational Human Capital Leader

Consumer | Retail Sector

[email protected]

M: 416 565 7414

Thank you!

Documents

Headline Verdana BoldBecoming Customer -Centric Starts ... · ‘Let my people go surfing’ policy Free yoga, an organic café, free scooters and skateboards 26 three day weekends