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 • Corporate, retail, manufacturing divisions •
LA-Z-BOY’S HISTORY La-Z-Boy Inc. is one of the world’s leading residential La-Z-Boy created a furniture producers. The revolutionary chair that company is comprised of 3 rocked and reclined. This segments: upholstery, La-Z-Boy re-evaluated its casegoods and company– “miracle of chairs” boosted retail system and acquired owned retail (155 of 355 sales from $1.1M to $52.7M stores from independent between 1961-1971. furniture galleries). dealers. 1927 1960’s 1970’s 1990’s 2000’s Today Cousins Edwin J. Edward passed the Economic struggles pushed Shoemaker and Edward company to his son, for a broader audience M. Knabusch designed Charles and La-Z-Boy reach in advertising. La-Z- the reclining wood-slat went public in March of Boy looked to target more chair in Monroe, MI. 1972. Charles looked to affluent and younger maximize the power of buyers. Design became the brand’s name at retail increasingly important as and Independently owned the company started La-Z-Boy Showcase catering to women. Shoppes opened. 5
TODAY’S RETAIL STRATEGY Provide an exceptional store team experience to empower our sales associates to provide an exceptional customer experience 6
A HIGH-TICKET PURCHASE REQUIRES EXCEPTIONAL CUSTOMER SERVICE CUSTOMERS WANT TO FEEL CUSTOMERS WANT TO FEEL THE FURNITURE COMFORTABLE WITH THEIR PURCHASE 7
A HIGH-TICKET PURCHASE REQUIRES EXCEPTIONAL CUSTOMER SERVICE BRAND CUSTOMER LOYALTY LOYALTY 8
Any Purchase Requires Exceptional Customer Service
EMPOWER YOUR FRONT LINE Talent Training & Operational Better Data & Acquisition Development Simplification Information 11
EMPOWER YOUR FRONT LINE Talent Training & Operational Better Data & Acquisition Development Simplification Information 12
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.
DOMO 4 STORES Timeline Implementation with a Focus on Solutions Requirements Pilot Phase Market Rollout Retail Store Teams engaged in the 15 days 30 days 60 days launch and monthly iterations ENGAGE Centralized Support Team HQ addressed data silos, manual processes & complex operations ADDRESS Administered with governance in DOMO for actionable & quality results REGULATE 3 Domo Experts to Support & Continuously Improve the Retail Dashboards 14
DOMO 4 STORES Timeline Implementation with a Focus on Solutions Requirements Pilot Phase Market Rollout Retail Store Teams engaged in the 15 days 30 days 60 days launch and monthly iterations ENGAGE Centralized Support Team HQ addressed data silos, manual processes & complex operations ADDRESS Administered with governance in DOMO for actionable & quality results REGULATE 3 Domo Experts to Support & Continuously Improve the Retail Dashboards 15
DOMO 4 STORES Timeline Implementation with a Focus on Solutions Requirements Pilot Phase Market Rollout Retail Store Teams engaged in the 15 days 30 days 60 days launch and monthly iterations ENGAGE Centralized Support Team HQ addressed data silos, manual processes & complex operations ADDRESS Administered with governance in DOMO for actionable & quality results REGULATE 3 Domo Experts to Support & Continuously Improve the Retail Dashboards 16
DOMO 4 STORES Timeline Implementation with a Focus on Solutions Requirements Pilot Phase Market Rollout Retail Store Teams engaged in the 15 days 30 days 60 days launch and monthly iterations ENGAGE Centralized Support Team HQ addressed data silos, manual processes & complex operations ADDRESS Administered with governance in DOMO for actionable & quality results REGULATE 3 Domo Experts to Support & Continuously Improve the Retail Dashboards 17
DOMO 4 STORES 18
Nurturing a data-driven culture stems from the sophistication of performance data
BUILDING DATA MATURITY CREATE REFINE PERSONALIZE 20
BUILDING DATA MATURITY CREATE REFINE PERSONALIZE 21
BUILDING DATA MATURITY CREATE REFINE PERSONALIZE 22
BUILDING DATA MATURITY CREATE REFINE PERSONALIZE 23
Automated processes should learn from human ones
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 25
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THANK YOU
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