1. What Can HR Learn
from Marketing

2. Three Big Buckets
Mental Models
Business Impact
Proper Implementation
©2015 PayPal Inc. Confidential and proprietary. 2

3. Mental Models
3

4. Service-Profit Chain
©2015 PayPal Inc. Confidential and proprietary. 4
(Adapted from Heskett Service-Profit Chain)
People Operating Strategy
& Service Delivery Systems
Employee
Retention
Employee
Productivity
Employee
Engagement
& Loyalty
Employee
Behaviors
Product
Quality &
Value
Service
Quality &
Value
Customer
Loyalty
& Spend
Profitability
Revenue
growth
Measures of the Employee Experience and Outcomes

5. Stanford d.school
©2015 PayPal Inc. Confidential and proprietary. 5

6. Authentic Branding
©2015 PayPal Inc. Confidential and proprietary. 6

7. Business Impact
7

8. It Can Be Quantified
©2015 PayPal Inc. Confidential and proprietary. 8
Measure what is measurable, and make
measurable what is not so.
-- Galileo Galilei

9. Storytelling
©2015 PayPal Inc. Confidential and proprietary. 9
The history of storytelling isn't
one of simply entertaining the
masses but of also advising,
instructing, challenging the
status quo.
-- Therese Fowler
Kurt Vonnegut

10. Change Management
©2015 PayPal Inc. Confidential and proprietary. 10

11. Implementation
11

12. Leverage reporting
People COE Business
Partners
Business Leader
Executive
Function Head
Middle
Management
Frontline Leader
©2015 PayPal Inc. Confidential and proprietary. 12
Personalized matrix of needs and decisions

13. Implementation Maturity
©2015 PayPal Inc. Confidential and proprietary. 13
Where Are Your Stakeholder Relationships?
Facilitator
Nobody Asked
for Analytics
Create
Demand
Push
Consultant
People Start to
Realize Value
Demand Starts
to Become
Overwhelming
Pull
Service Provider
Self-Service
Answers to
Most Questions
Focus on
Quality and
Scale
Strategic Partner
Value Your
Contribution
Focus on Most
Impactful
Efforts

14. Team Framework
©2015 PayPal Inc. Confidential and proprietary. 14
Consulting & Dashboards
(Insight, Advisory Services, Organizational Effectiveness)
Data Stewardship
(ETL, Data Management, & DataQuality)
Standard & Ad-hoc Reports
Statistical Analysis & Predictive Modeling

15. Thank You
15