1. Amy Shepherd Brian Humphrey Cailin Radcliffe
MAKE IT AN EXPERIENCE
Amy Shepherd Brian Humphrey Cailin Radcliffe

2. “It’s our job every day to make every important aspect of the customer
experience a little bit better”
– Jeff Bezos

3. WHAT MAKES A
MEMORABLE EXPERIENCE?

4. GREAT EXPERIENCES ARE DIFFERENTIATORS
Think of a great experience that you’ve had in the past – where was it? What set it apart?
There are a number of companies aside from Starbucks that deliver great experiences

5. THE GROWING IMPORTANCE OF EXPERIENCES
9 out of 10 US consumers say they would pay more to ensure a superior experience
Americans tell an average of 9 people about good experiences, and tell 16 people about poor experiences
Consumer spending on experiences has increased 70% since 1987
78% of millennials would rather spend money on a desirable experience vs. product purchases

6. Experiences are becoming increasingly important – our economy has shifted from goods to services and services to experiences
From Disney to Starbucks, companies that deliver great experiences are positioned to grow and prosper

7. Starbucks illustrates the power of delivering a great experience
- Can charge a premium price and benefit from customer loyalty

8. OUR CUSTOMER
EXPERIENCE FOCUS

9. WHERE WE STARTED …
“My customers would come away from a Kitchen Show with tips on what they saw and learned that night, as well as easy-to- prepare, time-saving recipes”
– Doris Christopher
CONFIDENTIAL

10. … WHERE WE ARE TODAY
Delivering a great customer experience through incredible shows and service is what sets Pampered Chef apart from other cookware brands

11. “Pampered Chef is truly loved by its customers because it has found a need and filled it exceptionally well, helping everyday home cooks become masters of their own home kitchens and making mealtime preparation quick, easy and fun”
- Warren Buffett

12. OUR EXPERIENCE
BIG BET TEAM

13. OUR TEAM’S GOALS Enhance current customer experience
Create new experiences and services that leverage our combined strengths
Your Experience and Expertise
Our Brand Strength & Reputation
Support and enhance your success
Introduce experiences and services that address the shift in consumer demographics, expectations, and behaviors
Our cross-functional Experience Big Bet Team kicked off in early 2016

14. OPTIMIZING EXISTING SHOW AND DEVELOPING NEW SERVICES
Customer Research/Insights, Field Feedback, and Pilots
Optimize Existing Show
Develop New Services/Experiences
Strength of Product and Experience
Introduce experiences and services that address the shift in consumer demographics, expectations, and behaviors
Trusted Brand
Strong Field Organization

15. OUR DESIGN THINKING PROCESS
Customer / Market Insights
Define Problem & Brainstorm Solutions
Refine & Prioritize Solutions
Pilot Solutions
Collect Field and Customer Feedback
Iterate & Improve
We are taking a design thinking approach
This approach is widely used at companies such as Apple and Nike
Six Step information gathering process:
Customer and market insights
Problem statement development and solution brainstorming
Solution refinement and prioritization
Piloting solutions
Field and customer feedback gathering
Iteration and improvement
Surveyed tens of thousands of hosts and guests
Conducted individual interviews of hundreds of consultants, guests and hosts
Observed Pampered Chef and other Direct Sales Shows

16. NET PROMOTER SCORE ‘NPS’
NPS is a standardized measure of customer satisfaction
We’ve asked over 150K hosts and guests : Would you recommend attending (or hosting) a Pampered Chef show to your family and friends?
Our score from hosts is really strong, but the score from guests is below other best in class companies such as Apple or Nordstrom
Guest experience is important because leads to more bookings and sales
We are surveying customers to understand their interaction with Pampered Chef and how likely they are to refer us to friends
Currently our score is [] and a great score is around 70+% which means we have a great opportunity to improve!

17. SURVEY AND INTERVIEW FEEDBACK
Guests reported they love:
Products and the opportunity to “try before they buy”
Fun recipe ideas and food or product tips
Guests reported they disliked:
Pressure to host the next party or become a Consultant
The slow check-out process
Hosts reported:
Loved earning rewards, and sharing PC with friends
Discomfort sharing link between sales and host rewards
Feeling of pressure

18. HOW CAN WE IMPROVE
CUSTOMER EXPERIENCE?

19. “Do what you do so well, that they will want to see it again and bring their friends” – Walt Disney
Think about how we would want guests and hosts to talk about their experience after they leave a show…
Are we currently happy with what they would say?

20. OUR CUSTOMERS VALUE LEARNING
Guests are more engaged when they are learning
Help your team think of ways to:
Include even more food and product tips
Food history is great to share at their shows
I can talk about my show and pizza, tips, etc.

21. OUR CUSTOMERS DESIRE HEALTHY QUICK MEALS
Consumers are interested in cooking healthy meals with fresh ingredients, in 30 minutes or less, that still feel ‘from scratch’
Help your team suggest new recipes that are quick, healthy and fun.

22. WE CAN PROVIDE A BALANCED SHOW EXPERIENCE
We learned the guests and hosts least like the feeling of obligation at shows
Your show is like a recipe, hearing great tips, trying the products and socializing are the main ingredients. Your booking and recruiting messages are the seasoning – essential to include, but you don’t want them to be overpowering or too lengthy
“Don’t you think its tacky to invite people to a party at your house and pressure them to buy? I certainly do…There are too many gimmicks, too much game playing…presentations were all about making people feel obligated.” – Doris Christopher

23. WHAT ARE WE DOING
WITH EXPERIENCES FOR
THE REST OF 2016?

24. OUR NEXT STEPS
Our Experience Big Bet Team will continue to learn, pilot and refine experiences in 2016
We are already mapping out how to optimize the current show, as well as looking at piloting new experiences so look more news, results and information in the coming months!
This will continue to be a critical focus for us moving forward