Low engagement
Financial challenges
Poor year for attendance
Weak period
2013/14
EBITDA down 21%
2016Engagement leaps Reclaimed no 1 position
+ 20 points OHI
EBITDA up 80%
Revenue up 13%
£747mAttendance up
12 %Outperformed market growth
How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?How?
Create inspiring entertainment experiences for every guest
The vision:
Transforming operations
(brand/customer experience)
High performance culture (people
experience)
Maximiseretail
Commercial excellence
Experience is key – internal and external
performance and growthTransformation for
4 pillars
In today’s world
experience iseverything
People want…
experience is everythingIn today’s world
Share-ability / Talk-ability
KnowledgeSomething to stand
for / Involvement
Emotional connection
Experiential eventsDesign your own
product/flavours
Pop up shops and restaurants
Brought to life by brands…
experience is everythingIn today’s world
…but perhaps more importantly, seamless everyday interactions with your organisation
experience is everythingIn today’s world
“ You can’t really think about your banks’ customers – unless you think about your banks’ people” Bill Taylor Harvard Business Review, Founder of FastCompany
experience is everythingIn today’s world
The new Power Couple is the partnership between Marketing, leadership and HR. Your brand is your culture, and your culture is your brand.
experience is everythingIn today’s world
“ You can’t be special, distinctive and compelling in the marketplace unless you create something special, distinctive and compelling in the workplace”
experience is everythingIn today’s world
KPMG / Nunwood research
The future is
experiencebranding
The brand is not what
the company says it is…
…but what the customer
feels it is
Excerpt from research report by: KPMG and Nunwood
experience brandingThe future is
UK market analysis
6pillars represent
excellent customer experience
10,000customer evaluations
10sectors
Excerpt from research report by: KPMG and Nunwood
300 brands
experience brandingThe future is
The Top 5
6-10
First Direct
John Lewis
Lush
Emirates
Amazon
Richer Sounds, M&S Food, giffgaff,
Nationwide, Apple Store
Excerpt from research report by: KPMG and Nunwood
experienceIt’s all about
Fast Facts
1
2
Those in the top 100, experience double the revenue growth of the FTSE 100
Those in the top 10 added an extra £43m to sales every year compared to those positioned 11-100
Excerpt from research report by: KPMG and Nunwood
experienceIt’s all about
Bring the brand alive at every touchpoint
Knowledge is the new experience
Direct link – customer experience satisfaction and omni channel delivery
Employee experience precedes customer experience
My name isHello
Excerpt from research report by: KPMG and Nunwood
experienceIt’s all about
The six pillars
Personalisationindividual attention
Integritytrustworthy
Expectationsmeeting/exceeding
EmpathyUnderstanding
customer circumstances
Time & effortto minimise
customer effort
Resolutionturning poor
experience into good
Excerpt from research report by: KPMG and Nunwood
experienceIt’s all about
How do wemake this
a reality?
Leadership What are they doing?• Being clear about what’s expected• Keeping it simple – e.g. 4 pillars• Continuous communication• Being visible• Being consistent• Leading by example – e.g. improvement
1
a reality?How do we make this
“ For a hospitality business like ODEON, a great guest experience is everything…”
Paul Donovan ODEON CEO
a reality?How do we make this
“ We are totally committed to recruiting, developing and motivating the kind of people who can be consistent with our vision, values and behaviours…”
Paul Donovan ODEON CEO
a reality?How do we make this
“ Achieving high engagement among aligned and motivated colleagues for us is not just a “nice to have” it’s a “must have” for our business strategy – and what’s more our guests love it.”
Paul Donovan ODEON CEO
a reality?How do we make this
Making our pledges, have we kept them??
a reality?How do we make this
Operations
HR
Line managers
Comms
L&D
responsibility?Who else needs to take
• 4 clear strategic pillars with clear measurement for each.
• Created a strong Employer brand (Clear EVP, clear deal, clear employee journey)
• Improved all products/experience within that journey
• Continually re-enforced and communicated
• Linked back to the business objectives/ CEO/HR/Comms
Manager briefing pack CEO launch video
Fortnightly activity briefings
BRINGING OUR VALUES
to life
Accountability
Accoun
tabilit
y
Values discussion_Accountability_AWK.indd 1
12/09/2014 14:58
BRINGING OUR VALUES
to life
FunFun
Values discussion_Fun_AWK.indd 1
12/09/2014 14:45
Popcorn briefing manager packs and team activitiesVision and values launchODEON
FunCASTING
We’
re always ready to join in,
when great things happen.
help out, and celebrat
e in
styl
e
Trust
We
keep
our
pro
mis
es. If
we s
ay we’ll do some th
ing, y
ou ca
n trust us to make it happen.
CO-STARRING
HOW WILL YOU SHOW
RespectHOW WILL YOU SHOW YOUR
Pledge cards
Values posters
Values posters and pledgesVision and values launchODEON
WELCOMEABOARD
LIFE AT ODEON
GETRECOGNISED
BRAND HEROES
A FOND FAREWELL
JOIN THE TEAM
INSTANTATTRACTION
The glitz, the glam, the fun, the inspiration… now that you’re an ODEON team member, we’ll let you into all the behind-the-scenes excitement. Hang on to your hat!
Wow! Working in an industry you love, with a fantastic team and the opportunity to inspire hundreds of guests every single day – now that’s a great job.
Ready for your standing ovation? Go the extra mile for your guests and you can expect stellar amounts of reward and recognition. That’s just how we roll.
You’re not just an employee… you’re an ODEON superhero! Because you have the power to bring our brand and values to life for your guests, friends and everyone you know.
If you’re ready to move on, then we want to make you our 5-star reviewer: stay in touch, come back as a guest and don’t forget to recommend us to anyone looking for an inspiring place to work!
It’s your very first peek behind the ODEON curtain and we know you won’t be disappointed.
STOP! If you’re looking for an action-packed role with thousands of guests where the fun never ends, then ODEON is the place for you.
INSPIRED
ENGAGED
OUTSTANDING
AWESOME
PROUD
ADVENTUROUS
EXTRAORDINARY
ODEON
WELCOMEABOARD
LIFE AT ODEON
GETRECOGNISED
BRAND HEROES
A FOND FAREWELL
JOIN THE TEAM
INSTANTATTRACTION
The glitz, the glam, the fun, the inspiration… now that you’re an ODEON team member, we’ll let you into all the behind-the-scenes excitement. Hang on to your hat!
Wow! Working in an industry you love, with a fantastic team and the opportunity to inspire hundreds of guests every single day – now that’s a great job.
Ready for your standing ovation? Go the extra mile for your guests and you can expect stellar amounts of reward and recognition. That’s just how we roll.
You’re not just an employee… you’re an ODEON superhero! Because you have the power to bring our brand and values to life for your guests, friends and everyone you know.
If you’re ready to move on, then we want to make you our 5-star reviewer: stay in touch, come back as a guest and don’t forget to recommend us to anyone looking for an inspiring place to work!
It’s your very first peek behind the ODEON curtain and we know you won’t be disappointed.
STOP! If you’re looking for an action-packed role with thousands of guests where the fun never ends, then ODEON is the place for you.
INSPIRED
ENGAGED
OUTSTANDING
AWESOME
PROUD
ADVENTUROUS
EXTRAORDINARY
ODEON
Employee journeyODEON
Vision & Values refreshODEON
Extended lead in
Italy & Spain
Group attendance market share
+ 0.6% to 19.4%
CIPD Best HR team
& CIPD Best HR consultancy
NPS Increase in all
markets
Reclaimed
in UK & Ireland#1
Attendance +12.6% to
93 million
EBITDA+ 80% to
£95 million
Total revenue + 13.7% to £747 million£ £
7 awardsWinner of
“ We have seen an incredible jump in the engagement of our people, and this has clearly impacted the financial performance of the business.”
EmployeeODEON
ODEON employee
“ This year has been a whirlwind with fantastic initiatives, ideas and concepts brought in which are the best I have seen in 14 years at Odeon.”ODEON employee
EmployeeODEON
KPMG say...
3
3
3
3
3
3
Re-humanise the experience
Focus on creating a great first impression
Set and manage customer expectations
Resolve issues at the first point of contact
Remove unnecessary steps in the process
Show the customer you know them
Conclusion
We say...
3
3
3
3
3
Create an empowered environment
Give employees freedom to make decisions
But… have clear boundaries
Have a clear company mission, and embed it across all levels
Let your employees show their personality
Conclusion
Find out what makes your employees and customers, tick
Start small and build up
Get leadership buy-in (and budget!)
Map the employee experience
Ask, how closely is your organisation working?
Map customer experience – where are the crossovers?
3
Conclusion
Practical ideas
• Challenges
• Activities – make your own displays, movies
• Involvement – quizzes, activities, try your own ideas, sharing stories
• Fun - competitions
Quiz Time
Conclusion
Takeaway
• Choose extraordinary over ordinary
• Empower employees to make customers’ day
• Ensure your organisation is joined up in its working
• Have open communications between employees and comms teams
Conclusion
Thank you