Case Studies
STAPLES UK
£14M SALES GROWTH THROUGH A SINGLE INITIATIVE
Generated an additional £14m income by focusing colleagues on customer conversion rates.
Research found that 75% of customers leaving stores empty handed, couldn’t find what they were looking for – and the store had the product in stock!
The objective for colleagues was simple, “notice and minimise the number of customers leaving the store without a carrier bag” – we adopted an intervention, “what can I help you find today?”. A ‘manager on duty’ was responsible for engaging customers near the end of the customer journey to ensure we had exhausted every opportunity to identify and meet the customer’s needs.
Both sales and customer satisfaction metrics improved significantly. This simple idea and approach captured hearts and minds in stores and produced stunning results – remarkably, ‘it was there all the time’.
Case Studies
TALARIUS / TATTS GROUP
SUSTAINED DOUBLE DIGIT SALES GROWTH
This business was sold on an 11x EBITDA multiple
Talarius provided an opportunity to apply the leadership and turnaround skills I had developed over many years. Early diagnostics uncovered a raft of untapped opportunity in this under-invested Slot machine business with 150 venues on UK High Streets.
Working with the board, we switched strategic emphasis from cost cutting to an organic growth strategy which struck a balance between aggressive business development and prudent cost control.
Starting with the customer, we created an operating plan designed to differentiate us from the competition. Pinpointing opportunities whilst mitigating risk. Venue and customer segmentation and local marketing paved the way to grow market share venue by venue. Coupled with improved business intelligence and a relentless focus on growth. This included tracking customer satisfaction by introducing mystery shopper and improving Net Promoter Score as a key focus for managers.
The result – 3 years of double digit sales growth and a lucrative exit for Tatts Group in a sale to Novomatic.