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WELCOME DATA EXPERIENCE = NEW CUSTOMER EXPERIENCE CREATING A - - PowerPoint PPT Presentation
WELCOME DATA EXPERIENCE = NEW CUSTOMER EXPERIENCE CREATING A - - PowerPoint PPT Presentation
WELCOME DATA EXPERIENCE = NEW CUSTOMER EXPERIENCE CREATING A PEOPLE-FIRST SALES CULTURE Erika Janowicz 3 Made in America Over 10,000 employees worldwide Iconic brand for more than 90 years Headquarters located in Monroe, MI
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DATA EXPERIENCE = NEW CUSTOMER EXPERIENCE
CREATING A PEOPLE-FIRST SALES CULTURE
Erika Janowicz
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- Made in America
- Over 10,000 employees worldwide
- Iconic brand for more than 90 years
- Headquarters located in Monroe, MI
- Corporate, retail, manufacturing divisions
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LA-Z-BOY’S HISTORY
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Cousins Edwin J. Shoemaker and Edward
- M. Knabusch designed
the reclining wood-slat chair in Monroe, MI. La-Z-Boy created a revolutionary chair that rocked and reclined. This “miracle of chairs” boosted sales from $1.1M to $52.7M between 1961-1971. Edward passed the company to his son, Charles and La-Z-Boy went public in March of
- 1972. Charles looked to
maximize the power of the brand’s name at retail and Independently owned La-Z-Boy Showcase Shoppes opened.
1927 1960’s 1970’s 1990’s 2000’s Today
La-Z-Boy re-evaluated its retail system and acquired stores from independent dealers. La-Z-Boy Inc. is one of the world’s leading residential furniture producers. The company is comprised of 3 segments: upholstery, casegoods and company–
- wned retail (155 of 355
furniture galleries). Economic struggles pushed for a broader audience reach in advertising. La-Z- Boy looked to target more affluent and younger
- buyers. Design became
increasingly important as the company started catering to women.
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TODAY’S RETAIL STRATEGY Provide an exceptional store team experience to empower our sales associates to provide an exceptional customer experience
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A HIGH-TICKET PURCHASE REQUIRES EXCEPTIONAL CUSTOMER SERVICE
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CUSTOMERS WANT TO FEEL THE FURNITURE CUSTOMERS WANT TO FEEL COMFORTABLE WITH THEIR PURCHASE
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BRAND LOYALTY CUSTOMER LOYALTY
A HIGH-TICKET PURCHASE REQUIRES EXCEPTIONAL CUSTOMER SERVICE
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Any Purchase Requires Exceptional Customer Service
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EMPOWER YOUR FRONT LINE
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Talent Acquisition Training & Development Operational Simplification Better Data & Information
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EMPOWER YOUR FRONT LINE
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Better Data & Information Talent Acquisition Training & Development Operational Simplification
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DOMO 4 STORES
More time in your day to focus on our customers. Transforming 4 hours of information gathering into 4 minutes of data consumption.
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DOMO 4 STORES
Timeline
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Implementation with a Focus on Solutions Centralized Support Team
3 Domo Experts to Support & Continuously Improve the Retail Dashboards
Administered with governance in DOMO for actionable & quality results
Retail Store Teams engaged in the launch and monthly iterations
ENGAGE
HQ addressed data silos, manual processes & complex operations
ADDRESS REGULATE
15 days 30 days 60 days
Requirements Market Rollout Pilot Phase
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Implementation with a Focus on Solutions Centralized Support Team
3 Domo Experts to Support & Continuously Improve the Retail Dashboards
Administered with governance in DOMO for actionable & quality results
Retail Store Teams engaged in the launch and monthly iterations
ENGAGE
HQ addressed data silos, manual processes & complex operations
ADDRESS REGULATE
Timeline
15 days 30 days 60 days
Requirements Market Rollout Pilot Phase
DOMO 4 STORES
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Implementation with a Focus on Solutions
Administered with governance in DOMO for actionable & quality results
Retail Store Teams engaged in the launch and monthly iterations
ENGAGE
HQ addressed data silos, manual processes & complex operations
ADDRESS REGULATE
Timeline
15 days 30 days 60 days
Requirements Market Rollout Pilot Phase
DOMO 4 STORES
Centralized Support Team
3 Domo Experts to Support & Continuously Improve the Retail Dashboards
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Timeline
15 days 30 days 60 days
Requirements Market Rollout Pilot Phase
Centralized Support Team
3 Domo Experts to Support & Continuously Improve the Retail Dashboards
DOMO 4 STORES
Implementation with a Focus on Solutions
Administered with governance in DOMO for actionable & quality results
Retail Store Teams engaged in the launch and monthly iterations
ENGAGE
HQ addressed data silos, manual processes & complex operations
ADDRESS REGULATE
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DOMO 4 STORES
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Nurturing a data-driven culture stems from the sophistication of performance data
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BUILDING DATA MATURITY
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CREATE REFINE PERSONALIZE
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PERSONALIZE
BUILDING DATA MATURITY
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CREATE REFINE
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PERSONALIZE
BUILDING DATA MATURITY
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CREATE REFINE
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BUILDING DATA MATURITY
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CREATE REFINE PERSONALIZE
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Automated processes should learn from human ones
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COACH YOUR TEAM TO SUCCESS
1. Focus on your people 2. Focus on what, when and how to respond to results 3. Focus on the long game
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