Emanuele Schmidt, Matteo Malatesta, Lalita Lee - Hong Kong, 12 October 2016

Why we are here today?

Hong Kong retail sales fall consecutively, drop in

Mainland tourists, weak local spending so what
can I do?

Where can I make improvements?

How can I attract more customers to visit my

store?

How can I sell more?

How can I sell better?

MIDA and MIDA in Asia

International Human Capital Consulting Firm established in 1974 in

Milan, Italy, focusing on Learning & Development, HR Strategy and

Business Transformation

Present in Asia Pacific since 2015 with the Regional hub in Hong Kong
and a network of local consultants in Hong Kong, China, S. Korea, Japan,
Australia, Singapore and SEA

Long experience in the global retail industry

A few of our Clients in the Retail Industry

Once upon a time

there was a period in which:
YoY
Growth%

HK
Retail Sales Value

Tourists
Arrivals in HK

Tourists
Expenditures

queues outside stores were a common experience

2010

+18.3%

+21.8%

+32.7%

customer service was simply not the primary focus

2011

+24.9%

+16.4%

+24%

while store keeping duties were the first priority

2012

9.8%

+16%

+14.6%

quick and dirty transactions were the main stream

2013

11.0%

+11.7

+14.7%

2014

-0.2%

+12%

+8.5%

footfall was rising every year

of revenues

It was the HK

Retail Golden Age

Data by:

and how is the HK landscape today

A reduced footfall and sales

HK
Retail Sales Value

Tourists
Arrivals in
HK

Tourists
Expenditures

2015

-3.7%

-2.5%

-7.5%

Jan - Aug

-10.2%

-6.4%

-13.6%

A consistent re-balance in Customer mixture

between Tourists vs Locals

YoY Growth%

A tangible worry about the future among

Retailers

2016

(Jan-Jun)

Data by:

this is a new Age for HK

Retail Market,

THE EMPTY STORE

a story with two new main characters:

THE LOST SALESPERSON

So why we are here?

Retail is a business of

RELATIONSHIPS

Results in Retail are shown through

KPIs support and drive the

strongly driven by

RESULTS

KPIs

RETAIL STRATEGY

Understand and Master KPIs is not an option for the Retail Team

Emanuele Schmidt
Business Consultant, MIDA President,

Retail KPI Master

In the decision makers shoes

Modify visual merchandising

Reduce the number of FTEs

Adjust selling prices

Invest in advertising

Invest in CRM
Rationalise store networks
Sell different products

Define an Omnichannel
strategy

All good and potentially effective actions, but

whatever you do, there is always one additional option:

The People Factor

Under the same conditions,

different Sales teams

give different results.

The Retail Formula

Beyond KPI figures

Explore
to

Discover
and

Activate

Store key actors: SM

The Sales-booster Store Manager
each day of the week,
each week of the year,
answers the same question:

What can I do to improve results?

Understand whats going on

(connecting on-the-floor
observation with KPIs)
Find and test solutions
(decision test measure)
Learn from results
(consolidate or drop)

Store key actors: SM

The Sales-booster Store Manager
each day of the week,
each week of the year,
helps Salespeople to sell more
and better

Store key actors: SA

The Aware Sales Associate
in each touchpoint of the
Customer Journey
knows what to do and why

Store Key actors: the SMs Manager

The Empowering SMs Manager

each day of the week,

each week of the year,
enables the Store Manager to
improve results

The Retail Challenge: Sustainability

many learners
high employee turnover
geographic dispersion

So we suggest a multi-modal approach

Our KPI solutions

Identify the best internal

trainers (Training Managers
and Specialists, Retail
Managers, Controllers, HR
Business Partners, )

Train them to deliver the

training internally

Segment target
populations
and their
learning needs
Define learning
contents and
solutions
Monitor results

9 individual KPI modules

Integrate with the Retail Employee
Lifecycle
Standalone & Blended Tool
Accessible on-demand while
on-the-go
Designed with SCORM standards

Custom fit with your Brand

How to use it

INDUCTION
TRAINING

SELF STUDY

PRE-WORK

TRAINING
COURSE

TRAINING
MODULE 1

HOMEWORK

FOLLOW-UP
ON THE JOB

TRAINING
MODULE 2

FOLLOW-UP
ON THE JOB