“Transform store performance to deliver incremental $250m of annual run-rate revenue”

• Research indicated 1 out of 7 customers dissatisfied with experience (of which 40 to 80% do not intend to return)
• 75% of consumers entering the store receive no help
• Value perception lags competitors; Store rated as “very hard to shop”

“Shift focus from operations to sales and service”

• Conducted store network diagnostic and designed target state store operating and sales/service models
• Tested hypotheses, refined and integrated solutions and planned network-wide implementation
• Scaled proven operating and sales/service models across store network

“$275M sales growth and $68M margin contribution in 9-months: 14x ROI”

• Repurposed $20M of sales and service capacity through improved efficiency
• Achieved 4.5% improvement in conversation rate
• Increased average order value (AOV) 14% over network
• Implemented standard work to sustain and improve new performance levels

Sales and Service model scaled across network in 9-months; Delivered results valued at $1.4 billion of incremental revenue with a flow-through margin impact of $238m over 5 years.