MAKE IT AN EXPERIENCE
Amy Shepherd
Brian Humphrey
Cailin Radcliffe
“It’s our job every day to make every
important aspect of the customer
experience a little bit better”
– Jeff Bezos
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WHAT MAKES A
MEMORABLE EXPERIENCE?
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GREAT EXPERIENCES ARE DIFFERENTIATORS
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THE GROWING IMPORTANCE OF EXPERIENCES
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9 out of 10 US consumers say they would pay
more to ensure a superior experience
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Americans tell an average of 9 people about good
experiences, and tell 16 people about poor
experiences
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Consumer spending on experiences has
increased 70% since 1987
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78% of millennials would rather spend money on
a desirable experience vs. product purchases
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OUR CUSTOMER
EXPERIENCE FOCUS
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-toprepare, time-saving
recipes”
– Doris Christopher
CONFIDENTIAL
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… WHERE WE ARE TODAY
Delivering a great customer experience through
incredible shows and service is what sets
Pampered Chef apart from other cookware brands
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“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
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OUR EXPERIENCE
BIG BET TEAM
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OUR TEAM’S GOALS
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Enhance current customer experience
Create new experiences and services that
leverage our combined strengths
– Your Experience and Expertise
– Our Brand Strength & Reputation
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Support and enhance your success
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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
Trusted Brand
Strong Field Organization
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OUR DESIGN THINKING PROCESS
Customer /
Market
Insights
Define
Problem &
Brainstorm
Solutions
Refine &
Prioritize
Solutions
Pilot
Solutions
Collect
Field and
Customer
Feedback
Iterate &
Improve
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NET PROMOTER SCORE ‘NPS’
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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
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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
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HOW CAN WE IMPROVE
CUSTOMER EXPERIENCE?
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“Do what you do
so well, that they
will want to see it
again and bring
their friends”
– Walt Disney
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OUR CUSTOMERS VALUE LEARNING
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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
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OUR CUSTOMERS DESIRE HEALTHY
QUICK MEALS
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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.
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WE CAN PROVIDE A BALANCED
SHOW EXPERIENCE
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We learned the guests and hosts least like the
feeling of obligation at shows
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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
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WHAT ARE WE DOING
WITH EXPERIENCES FOR
THE REST OF 2016?
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OUR NEXT STEPS
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Our Experience Big Bet Team will continue to
learn, pilot and refine experiences in 2016
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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!
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This will continue to be a critical focus for us
moving forward
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