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Leveraging the Power of Employee Social Networks
to Improve Retail Performance
WhatisEnterprise2.0?
Sources:MarkGranove6er‐"TheStrengthofWeakTies",AmericanJournalofSociology78(6):1360‐1380,May1973AndrewMcAfee,HarvardBusinessSchool,HowtoHittheEnterprise2.0Bullseye‐h6p://andrewmcafee.org
Web2.0technologies‐includingsocialnetworks,blogs,wikis,discussionforumsandmicro‐blogging‐appliedinsidetheenterprisetoimprovecommunicaTonandcollaboraTonamong:
StrongTies• Employeesinthesamedepartment,
storeordistrictwhocollaborateonacommonbusinessprocessStrongTies
WeakTies
WeakTies• ExtendedNetwork• Asourceofsignificantvalue,fresh
ideas,non‐redundantinformaTon
Poten0alTies
Poten0alTies• RelaTonshipsthatdonotexistbuthave
potenTaltoprovidesignificantbenefits
PowerofEmployeeSocialNetworks
OPPORTUNITYhelpyoursmartpeopleinlocaTonsacrosstheglobeconnect,shareanddiscoverrelevantknowledge,fasterandmoreefficientlythanyourcompeTTon
OUTCOMEimproveemployeeandretailperformance,andgainacompeTTveadvantage
WhyShouldRetailersCare?
LargenumberofemployeesperformingthesamejobindifferentlocaTons
• SameproblemsaresolvedmanyTmes• Samemistakesaremade• Inconsistentperformance• Inconsistentcustomerexperience
RetailChallenge Impact
WhyShouldRetailersCare?
LargenumberofemployeesperformingthesamejobindifferentlocaTons
ManylayersinorganizaTonbetweencorporateandstore‐levelemployees
• SameproblemsaresolvedmanyTmes• Samemistakesaremade• Inconsistentperformance• Inconsistentcustomerexperience
• Valuableinsightsandideasatstorelevelarenotsharedwithcorporatedecisionmakers
RetailChallenge Impact
WhyShouldRetailersCare?
LargenumberofemployeesperformingthesamejobindifferentlocaTons
ManylayersinorganizaTonbetweencorporateandstore‐levelemployees
CommunicaTontoolstoconnectemployeesdonotexistorareinadequate
• SameproblemsaresolvedmanyTmes• Samemistakesaremade• Inconsistentperformance• Inconsistentcustomerexperience
• Valuableinsightsandideasatthestorelevelarenotsharedwithcorporatedecisionmakers
• KnowledgeandinformaTonremainsinemployees’heads,andrarelytravelsoutsideofthestoreordistrict
RetailChallenge Impact
WhyShouldRetailersCare?
LargenumberofemployeesperformingthesamejobindifferentlocaTons
ManylayersinorganizaTonbetweencorporateandstore‐levelemployees
CommunicaTontoolstoconnectemployeesdonotexistorareinadequate
Highemployeeturnover
• SameproblemsaresolvedmanyTmes• Samemistakesaremade• Inconsistentperformance• Inconsistentcustomerexperience
• Highcostoftraining• LostknowledgeandexperTse• Difficulttoestablishconsistentculture
• Valuableinsightsandideasatthestorelevelarenotsharedwithcorporatedecisionmakers
• KnowledgeandinformaTonremainsinemployees’heads,andrarelytravelsoutsideofthestoreordistrict
RetailChallenge Impact
CONNECTcompanyworkforcewhootherwisewouldnotcommunicate
• expandnetworkandresourceofaverageemployee
• enableeasierdiscussionandproblem‐solving
• be6erservecustomerandsellmorestuff
BenefitsofEmployeeSocialNetworks
BenefitsofEmployeeSocialNetworks
SHAREmakevaluableknowledgeandinformaTonreadilyavailable
• allowquickertransferofinformaTon
• capturecriTcalinsightslong‐term
• makebe6erbusinessdecisionsfaster
BenefitsofEmployeeSocialNetworks
DISCOVERnewinformaTonandideasthatcanhelpemployeesperformbe6er
• greatlyincreasetheresourcesandknowledgeavailabletoeachemployee
• helpemployeestakeiniTaTveandbemoreproacTve
• makeyourcompanyevensmarter
EmployeeSocialNetworkingFeatures
11
statusupdates
commen0ng
taggingdiscussions
real‐0meconversa0on
collabora0on
profiles
wikis
RSS
groups
socialnewsfeed
calendar
search
interestandexpertmatching
livechat
filesharing
targetedmessaging
subscrip0ons
ra0ngs
polling
topcontributorsandcontent
visualiza0ontools
repor0ng
APIsblogs
ValueforRetailOrganizaTons
IncreaseStoreProfitabilitybyimprovingproducTvityandproductflow.
• Capture&sharecustomerinsights
• ProvideinformaTonstore‐levelemployeesneedtohelpcustomer
• StreamlineoperaTons,allowingassociatestofocusonthecustomer
• Createacommonculturebuiltaroundthecustomer
• ShareBestPracTces
• FindanswerstoquesTons‐FAST
• IdenTfy&engagetopperformers
• Getfieldmanagementonthesamepageandworkingtogetherasateam
Increasesalesconversionbyunderstandingandaddressingcustomerneeds.
StoreOpera0ons
Merchandising&Planning
CustomerExperience
ProductDevelopment&Sourcing
EmployeeSocialNetwork
StoreOpera0ons CustomerExperience
• Understandlocalmarkets
• CollaboratetoensuresuccessfulprogramexecuTon
• SparkinnovaTonbytappingnewideasources
• Gainrapidfeedbackonnewproductconcepts
• ImproveSupplierManagementthroughbe6erinformaTon
HavetherightproductintherightplaceattherightTme.
DeliverproductswithimprovedinnovaTon,speed,qualityandvalue.
StoreOperaTons
Merchandising&Planning
CustomerExperience
ProductDevelopment&Sourcing
EmployeeSocialNetwork
ValueforRetailOrganizaTons
Merchandising&Planning
ProductDevelopment
• Foundedin2003
• HeadquartersinSanFrancisco,CA
• Well‐fundedandprofitable
• 400clients‐100%referenceable
• 100newclientsperyear
AboutLeverageSonware
Learnmore:
www.leveragesonware.com
www.twi6er.com/leverage
Trustedby400ofthesmartestorganiza0onsintheworld,including:
OurClients
Welikewhenpeopleshareandremixourwork.
Feelfreetociteus(butyoudon’thaveto).
Foraneasy‐to‐editPPTorKeynoteversion,emailAmberatamber@leveragesonware.com.She’llhookyouup. 16
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