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Fls mid year meeting final
- 2. 2 RESULTS & RECOGNITION STORE RESULTS TOP 5 DEPARTMENTS PACESETTERS ON-TRACK ALL STARS YTD VOLUME 16,951,266 YTD (3.8%) Derryn Dixon Lonnie Williams Drake Johnson Lydonna Walker April Kaufmann Roman Klimov Sierra Ybarra 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 1. Beauty 2. TBD/TOPSHOP 3. AtHome/Hosiery 4. Handbags 5. Women’s Shoes Valeria Cooperman Daisy Sierra Jason Ardissoni Manny Ponce Marisol Ramirez Maryam Nozari Tyler Beverino Kira Levy Lisa Edwards Karina Mera Roman Klimov Heather Poet- Johnson Delia Gallagher Robert Alcala Vanessa Phillips Jillian Jacobs Aimee Peterson Daniel Yabrra
- 3. 3 OUR FOCUS ONE NORDSTROM DELIVERED THROUGH 3 STRATEGIC PILLARS SERVICE & EXPERIENCE delivered in combination online and in-store FASHION AUTHORITY through the best product and inspiration A BRAND enabled by our people and built by our customers
- 4. 4 OUR FOCUS: FLS YOU ARE EMPOWERED TO MAKE THE CUSTOMER FEEL GOOD MAKE OUR STORES A CONVENIENT PLACE TO SHOP What does this mean for FLS Playbook? What is our Service Promise?
- 5. 5 UPDATE ON THE CUSTOMER EXPERIENCE • BOPUS • Increased Text Style adoption • Continued Own Your Business growth WHERE WE’VE SEEN WINS… NEW & EXCITING SERVICES COMING! • Store Reserve and Order Pick-up • Digital Selling Tools • New features on the app to enable customers to more easily shop our stores Let the customer be in control. Value their time Sell to customers wherever and whenever using the tools. Ensure we deliver a great experience; fill the orders More convenient experiences earn trust and cultivate stronger relationships & loyalty with our customers OUR FOCUS:
- 7. 7 Thank you to everyone who participated! 19% 67% 69% 2015 FLS PARTICIPATION RATE 2016 FLS PARTICIPATION RATE OUR STORE’S 2016 PARTICIPATION RATE FLS EMPLOYEE SURVEY RESULTS
- 8. 8 WHAT WE HEARD FROM THE SURVEY LAST YEAR Career Growth New Hire Experience Work/Life Balance Pay Transparency WHERE WE NEEDED TO IMPROVE: WHAT WE DID: Increased visibility & understanding of how we pay Launched Career Central in all stores Rolled out DYB Scheduling Tool Enhanced the new hire focus in all stores Salesperson Average Hourly rate +5.4%! More SM & DM time with new hires in the 1st week. Salesperson Turnover -3.2%! Promoted over 800 salespeople to ADM roles & 500 ADMs to DM roles! 24/7 mobile access to schedules. 113 stores currently using the tool. WHERE WE ARE TODAY:
- 9. 9 2016 PEOPLE RESULTS PEOPLE METRICS FLS RESULTS STORE RESULTS SALESPERSON AVERAGE HOURLY RATE +5.4% +4.8% SALESPERSON SPH +4% +3.3% DM SPH +1.3% +18.8% ADM SPH +2.9% +4.8% SALESPERSON VOLUNTARY TURNOVER -3% -20% DM DIVERSITY +2% +8% ADM DIVERSITY +1% +10% FLS Results YTD thru Q2 2016
- 10. 10 WHAT WE HEARD FROM THE SURVEY THIS YEAR FROM ALL FLS EMPLOYEES WHAT WE HEARD FROM YOU: • You are motivated to go beyond what is normally expected to help Nordstrom be successful • You are proud to work for Nordstrom • You understand Nordstrom’s pay policies and practices • Your manager treats you with respect and dignity RESPECT COMMUNICATION CAMARADERIE TOP 3 THEMES MOST IMPORTANT TO FLS EMPLOYEES: WHAT WE NEED TO WORK ON: • Unclear how to get promoted and how the decisions get made • Be faster and more efficient with our decision making • Demonstrate where we’ve improved and taken action • Communicate changes clearly and timely
- 11. 11 WHAT WE HEARD FROM THE SURVEY THIS YEAR IN OUR STORE WHAT WE HEARD FROM YOU: • You are part of a team that accepts a variety of ideas, perspectives, and working styles • Your immediate managers treat you with respect and dignity. They live the company values • You have a good idea/understanding of the possible career paths at Nordstrom RESPECT EQUITY COMMUNICATION TOP 3 THEMES MOST IMPORTANT TO OUR STORE WHAT WE NEED TO WORK ON: • Be more transparent about compensation • Communicate changes clearly and timely • Share more information on what’s going on in other parts of the company
- 12. 12 We want to be as renowned for the employee experience as we are for the customer experience TO DO THIS, WE NEED TO HEAR FROM YOU HOW WE CAN IMPROVE…. Share your thoughts with your Department Manager, Store Manager, HR Manager. And look for this board coming soon to ALL stores: WHAT CAN WE DO BETTER? WHAT CAN WE DO BETTER? RESPONSE WITHIN 24 HOURS
- 14. CHARITABLE MATCH PROGRAM + UNITED WAY PAYROLL DEDUCTION • WE’LL MATCH YOUR ELIGIBLE DONATIONS – MINIMUM $25; YOU HAVE $5,000 TOTAL EACH YEAR • YOU CAN PARTICIPATE ON YOUR FIRST DAY WORKING WITH US • PAYROLL DEDUCTION IS AVAILABLE FOR UNITED WAY – WE’LL MATCH THOSE DONATIONS TOO!
- 16. Q&A
Editor's Notes
- Ken