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    Gretchen Foley presented on her internship project to increase use of the store's MyClient customer relationship management system in the women's shoe department. At the start of the project, only 0.1% of shoe department sales were from existing clients in the MyClient system and there were only 46 repeat clients total. Gretchen coached associates on using MyClient by sharing benefits, role playing conversations, and setting goals tailored to their experience level. Through this coaching, the total number of clients in the women's shoe MyClient database increased by 40%. Gretchen concluded the project reinforced that listening to associates, celebrating new ideas, building relationships, and encouraging collaboration are important to success.

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    Gretchen Foley presented on her internship project to increase use of the store's MyClient customer relationship management system in the women's shoe department. At the start of the project, only 0.1% of shoe department sales were from existing clients in the MyClient system and there were only 46 repeat clients total. Gretchen coached associates on using MyClient by sharing benefits, role playing conversations, and setting goals tailored to their experience level. Through this coaching, the total number of clients in the women's shoe MyClient database increased by 40%. Gretchen concluded the project reinforced that listening to associates, celebrating new ideas, building relationships, and encouraging collaboration are important to success.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    83 views10 pages

    Final Internship Presentation Final 1

    Uploaded by

    api-308585066
    Gretchen Foley presented on her internship project to increase use of the store's MyClient customer relationship management system in the women's shoe department. At the start of the project, only 0.1% of shoe department sales were from existing clients in the MyClient system and there were only 46 repeat clients total. Gretchen coached associates on using MyClient by sharing benefits, role playing conversations, and setting goals tailored to their experience level. Through this coaching, the total number of clients in the women's shoe MyClient database increased by 40%. Gretchen concluded the project reinforced that listening to associates, celebrating new ideas, building relationships, and encouraging collaboration are important to success.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    of 10

    Store Management Internship Program

    Final Presentation Gretchen Foley

    MyClient Womens Shoes


    Service score parallels with MyClient
    Mid to larger doors with good MC penetration
    also tend to have better sales overall
    Greenwood Macys Womens shoe
    department is a 1.3 Million dollar FOB
    Should be a highly utilized feature

    What was happening?


    Only .1% of sales in Womens shoes were
    from clients YTD
    The FOB only had 46 clients (2+ visits) total
    Talked to associates throughout the store
    about MyClient and received honest
    feedback before beginning coaching

    Developmental Roadmap
    New and Excited
    New to the task
    Eager to learn
    Curious

    Inconsistent
    Self-assured
    Capable
    Unsure
    Bored/Apathetic

    Solid Performer
    Insecure
    Overwhelmed
    Confused
    Discouraged

    High Performer
    Consistent high performer
    Self-directed
    Inspired
    Self-assured

    Project Business Goal


    Business Goal Encourage employee
    engagement with MyClient in Womens
    shoes, increasing the total number of clients
    by 20%
    Action Plan
    Gather innovative ideas from High Performing
    associates
    Give individual goals to each associate I coach,
    depending on their will and skill

    Coaching - Desiree
    Associate Type Solid Performer
    Starting Metrics 1 Client
    Behaviors Uncomfortable with using system, as well as
    with speaking to clients over the phone, but desires to
    make sales and better the company
    Coaching:
    o Share benefits of utilizing MyClient
    o Help to look for cues from customers
    o Teach system
    o Role play

    Coaching - Cathy
    Associate Type - Inconsistent
    Starting Metrics 312 Clients
    Behaviors Disinterested, didnt see the use of MyClient
    in shoe department
    Coaching:
    o Share innovative ideas gathered from high
    performers, i.e. send email blast and to grab phone
    number in the beginning of the sale

    Coaching Nadya
    Associate Type New and Excited
    Starting Metrics 0 Clients
    Behaviors

    New to Macys. Will soon be moving to shoes

    full-time. English is second language; learning how to


    connect with customers.
    Coaching:
    o How to use the MyClient system
    o Help associate to see benefits to utilizing MyClient

    Results
    Number of total clients in Womens Shoes
    grew by about 40%
    Associates perspective has changed and
    have begun innovating new ideas to increase
    sales through MyClient

    Lessons Learned
    Ask questions and LISTEN
    Celebrate innovation
    Building relationships is KEY
    Encourage teamwork

    10

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