Making Retail PersonalA Personalized Mobile App
Alison Chu & Matthew Apostoli
ABOUT TELUS
WHO IS TELUS?
Major Canadian telecomcompany
Consistently #1 in overall team engagement
Most trusted mobile provider in Canada
Leader in network excellence
First Canadian company ever recognized as the world’s most philanthropic
WHO IS TELUS RETAIL?
CORPORATESTORES367
BRANDSTHREE
3000+ FRONTLINETEAM MEMBERS
DISTRIBUTIONNATIONAL
TELUS Proprietary
A TELUS STORE
6
OUR JOURNEY
A CASE FOR CHANGE
8
Proliferation of products & services
over time
Changing customer needs & expectations
Evolution of team member needs and
our workforce
Changing shopping patterns &
reduction in retail traffic
Increased focus on profitability & cost-
containmentCHANGE
OUR VISION & GUIDING PRINCIPLES
BUILD A BUSINESS OWNERSHIP CULTURE
EVOLUTION OF THE OPERATING MODEL
SIMPLIFIED MEASURE OF SUCCESS
PEOPLE CHANNEL BUSINESS DEVELOPMENT
ENABLE WITH DYNAMIC, ACTION-DRIVEN TOOLS
A NEW OPERATING MODELSTORE ROI MODELA SIMPLIFIED WAY TO MEASURE BUSINESS SUCCESS
SALES VALUE SALES TRANSACTIONS SALES VALUE
PAYROLL HOURS PAYROLL HOURS SALES TRANSACTIONS
SALES PER HOUR VALUE PER TRANSACTIONSTORE ROI
1 2 3
DOMO BRINGS THE MODEL TO LIFE
11
INTRODUCING THETELUS STORE MANAGER APP
BEFORE THE APP TODAY
CHANGE MANAGEMENT
12
BETA LAUNCH to select group to gather feedback
FIELD ADVOCATE TEAM assembled to ensure tool is ‘built by the team, for the team’
AREA MANAGER ROLLOUTto begin acclimatizing leaders to tool prior to full-scale rollout
USER CERTIFICATION launches with a 5-phased training approach
PHASE 1 STORE MANAGER ROLLOUTto build advocacy & expertise
1
PHASE 2 STORE MANAGER ROLLOUTto all SM’s, with support from AM/SM advocates
2
March May June July August Sept March
EXECUTIVE SPONSORSHIP
LESSONS TO SHARE
CO-CREATE & COLLABORATE
TRAIN & REINFORCE
LEADERSHIP SUPPORT
CUT THE CORD
CREATE & ITERATE
QUESTIONS?
THANK YOU
Top Related