2 Its our job every day to make every important aspect of the customer experience a little bit better Jeff Bezos 3 WHAT MAKES A MEMORABLE EXPERIENCE 4 GREAT EXPERIENCES ARE ID: 670634
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MAKE IT AN EXPERIENCE
Amy Shepherd Brian Humphrey Cailin RadcliffeSlide2
2
“It’s our job every day to make every
important aspect of the customer
experience a little bit better” – Jeff BezosSlide3
3
WHAT MAKES
A
MEMORABLE
EXPERIENCE?Slide4
4
GREAT
EXPERIENCES ARE
DIFFERENTIATORSSlide5
5
THE GROWING IMPORTANCE OF EXPERIENCES
9
out of
10
US consumers say they would
pay more
to ensure a superior experience
Americans tell an average of
9
people about good experiences, and tell
16 people about poor experiencesConsumer spending on experiences has increased 70% since 1987
78% of millennials would rather spend money on a desirable experience vs. product purchasesSlide6
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OUR CUSTOMER
EXPERIENCE
FOCUSSlide9
9
CONFIDENTIAL
“My customers would come away from a Kitchen Show with tips on what they saw and learned that night, as well as easy-to-prepare, time-saving recipes”
– Doris Christopher
WHERE WE STARTED
…
Slide10
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Delivering a great customer experience through incredible shows and service is what sets
Pampered Chef apart from other cookware brands
…
WHERE WE ARE TODAYSlide11
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“Pampered Chef is truly loved by its customers because it has found a need and filled it exceptionally well, helping everyday home
cooks
become masters of their own home kitchens and making mealtime preparation quick, easy and fun”
-
Warren Buffett Slide12
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OUR
EXPERIENCE
BIG BET TEAMSlide13
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Enhance current customer experience
Create new experiences and services that leverage our combined strengths
Your Experience and Expertise
Our Brand Strength & Reputation
Support and enhance your success
OUR TEAM’S GOALSSlide14
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Strong Field Organization
Trusted Brand
Customer Research/Insights, Field Feedback, and Pilots
Optimize Existing Show
Develop New Services/Experiences
Strength of Product and Experience
OPTIMIZING EXISTING SHOW AND DEVELOPING NEW SERVICESSlide15
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OUR DESIGN THINKING PROCESSSlide16
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NET PROMOTER SCORE ‘NPS’
NPS is a standardized measure of customer satisfaction
We’ve asked over 150K hosts and guests : Would you recommend attending (or hosting) a Pampered Chef show to your family and friends?
Our score from hosts is really strong, but the score from guests is below other best in class companies such as Apple or Nordstrom
Guest experience is important because leads to more bookings and salesSlide17
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SURVEY AND INTERVIEW FEEDBACK
Guests reported
they love
:
Products and the opportunity to “try before they buy”
Fun recipe
ideas and food or product
tips
Guests
reported
they disliked: Pressure to host the next party or become a Consultant
The slow check-out processHosts reported:
Loved earning rewards, and sharing PC with friendsDiscomfort sharing link between sales and host rewards
Feeling of pressureSlide18
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HOW CAN WE
IMPROVE
CUSTOMER
EXPERIENCE?Slide19
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“Do what you do so well, that they will want to see it again and bring their friends”
– Walt Disney Slide20
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Guests are
more engaged when they are
learningHelp your team think of ways to:Include
even more
food and product
tips
Food
history
is great to share at their shows
OUR CUSTOMERS VALUE LEARNINGSlide21
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Consumers are interested in cooking healthy meals with fresh ingredients, in 30 minutes or less, that still feel ‘from scratch’
Help your team suggest new recipes that are quick, healthy and
fun.
OUR CUSTOMERS DESIRE HEALTHY QUICK MEALSSlide22
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We learned the guests and hosts
least like
the feeling of obligation at showsYour show
is like a recipe,
hearing
great
tips, trying
the
products and socializing are
the main ingredients. Your booking and recruiting messages are
the seasoning – essential to include, but you don’t want them to be overpowering or too lengthyWE CAN PROVIDE A BALANCED
SHOW EXPERIENCESlide23
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WHAT ARE WE
DOING
WITH
EXPERIENCES
FOR
THE
REST
OF
2016? Slide24
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Our Experience Big Bet Team will continue to learn, pilot and refine experiences in 2016
We are already mapping out how to optimize the current show, as well as looking at piloting new experiences so look more news, results and information in the coming months!
This will continue to be a critical focus for us moving forward
OUR NEXT STEPSSlide25
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