MULTI-CHANNEL EXECUTION

Anthony Minosky

Store Management Intern

Region 3 District 11

Store# 9205

About Me

• Born and raised in northeast Ohio

• Private school K-12

• Senior at The Ohio State University

• Marketing major, Spring 2012 graduation

• Social media junkie

• Sports nut

10 Week Internship

• OSU Spring Career Fair

• Intro/Training

• Developing/Practice

• Leading

Pluses

• GREAT work environment

• Well-established, privately held company

• Help was always available to me

• A little bit of everything

• Never treated like an “intern”

• Was allowed to voice opinion and lead by example

• IT’S PAID!

Minuses

• Didn’t always stick to the plan

• Week 1 Opportunities

• More travel days

• Weekly recaps/communication

• Meeting other field interns

My Experience

• Multi-Channel?

• GFS/SOS/ISPU?

• QR codes/Facebook deals?

“Don’t you just go into the store and buy the item you want or shop online?”

NOT EVERYTIME!

“R” Us Vision

Delivery of a SEAMLESS experience

across fulfillment channels

that maximizes the VALUE of EVERY guest interaction

“Order Anywhere,

Fulfill from Anywhere”

Current Strategy

• TRU/BRU Stores

– GFS– SOS

• Online

– ISPU• Mobile

• Marketing

• Phone Orders

Store Execution

• Knowledge of SOP’s ≠ Efficiency

• Knowledge of SOP’s + Great GSL ≠ Efficiency

• Knowledge of SOP’s + Great GSL + EXECUTION =

EFFICIENCY!!!

Execution Starts With (AREA)

• Awareness

• Encouragement

• Recognition

• Accountability

Awareness

• Team members MUST know multi-channel SOP’s

• Team members MUST be aware of ad’s and promotions

• Team members MUST have knowledge of guest expectations and tools available to guests, especially technology.

POP Information

BRU/TRU Mobile Apps

Customer Reviews

Facebook/Email Sharing

Competitors do it too!

QR Codes

Accountability

• SFIS walk MUST be accurate and completed

• GSL MUST lead by example

• Team members MUST know their roles

• Motivation

Encouragement

• Coaching from management

• Reviews for team members

• Positive reinforcement from management

Recognition

• Role of HRDS

– TMOTM, Recognition cards, etc…

• Role of management

• Role of team members

– Peer recognition

Competition

• Wal-Mart

• Target

• Best Buy

ISPU Counter

•Back of store location

•40% online orders = ISPU

ORDER SUMMARY

GUEST CANCELLATIONS

REFUND NO SHOW % TO TOTAL COMPLETED ORDERS COMPLETED SALES $ AVG UNITS/ORDER AOV AUR

5872 9923 10% 145286 $12,117,239.97 1.47 $83.40 $56.60

4015 7442 9% 110196 $7,996,942.80 1.85 $72.57 $39.15

9887 17365 9% 255482 $20,114,182.77 1.64 $78.73 $48.08

We Need To Differentiate

• Technology isn’t going away

• Competitors are doing it

• Minimize opportunities

• Use our advantages

Our Website Rocks!

To Recap…

Awareness + Recognition + Encouragement + Accountability

(AREA) =

Execution

Knowledge of SOP’s + Great GSL + ExecutionExecution =

EFFICIENCY

Conclusion