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