Case Suomen Lähikauppa - Trainers House Change management success stories

CASE: Suomen LähikauppaThe neighborhood experience

What is Suomen Lähikauppa?

With two national chains, Suomen Lähikauppa is the only grocery store

operator in Finland that focuses purely on

local shops

01.05.2023 2Trainers’ House – CASE Suomen Lähikauppa

What is Suomen Lähikauppa?

There are nearly 700 Siwa and Valintatalo stores, approximately 4,600 personnel

and nearly all the Finnish population as customers

01.05.2023 3Trainers’ House – CASE Suomen Lähikauppa

What is Suomen Lähikauppa?

In 2013, the company’s net sales amounted to about

1bn €01.05.2023 4Trainers’ House – CASE Suomen Lähikauppa

5

How do you turn customer experience

into a competitive advantage?

Trainers’ House – CASE Suomen Lähikauppa 01.05.2023 6

Well?

The goal was a measurable and

significant improvement

in the customer experience

01.05.2023 7Trainers’ House – CASE Suomen Lähikauppa

The cooperation was divided into three different phases:

1) creating a model of customer

experience management2) planning and preparing

implementation and3) the actual implementation

in the stores

01.05.2023 8Trainers’ House – CASE Suomen Lähikauppa

CHANGE COACHES HEAD OFF TO THE

FIELD

01.05.2023 9Trainers’ House – CASE Suomen Lähikauppa

The cooperation started with an extensive field analysis and

creating a model of customer experience management,

which in turn would bring a competitive advantage

01.05.2023 10Trainers’ House – CASE Suomen Lähikauppa

All managers and the support organisation

based in Sörnäinen, Helsinki, participated in the training

sessions

01.05.2023 11Trainers’ House – CASE Suomen Lähikauppa

We recruited 15 change agents in-house,

who helped us cover all of the nearly 700 shops and

4,600 employees

01.05.2023 12Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

The change agents had valuable information about the everyday work

in the shops and the idea in itself was

fantastic!

01.05.2023 13Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

The themes to be implemented were

divided into ten modules+

for every one of these, training plans and materials

were prepared

01.05.2023 14Trainers’ House – CASE Suomen Lähikauppa

Trainers’ House trained the coaches in the

contents one module at a time, and they in turn trained

the staff

01.05.2023 15Trainers’ House – CASE Suomen Lähikauppa

Supporting the change:Regular telephone conferences,

steering group meetings, reporting,

Pulssi Change Management System

01.05.2023 16Trainers’ House – CASE Suomen Lähikauppa

The key was that we kept the focus

on the importantthings

01.05.2023 17Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

For example, the change agents prepareda plan of measures with the

shop manager after everytraining module, and the shop’s

progress was monitoredthrough an auditing process

01.05.2023 18Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

01.05.2023 19Trainers’ House – CASE Suomen Lähikauppa

BETTER BRAND IMAGE

01.05.2023 20Trainers’ House – CASE Suomen Lähikauppa

The results of the ”Local Shops

of Good Experiences”projects are seen in several areas:

01.05.2023 21Trainers’ House – CASE Suomen Lähikauppa

According to a brand study,

the brand imagehas improved significantly for both Siwa and Valintatalo

during the cooperation

01.05.2023 22Trainers’ House – CASE Suomen Lähikauppa

As a result of the two-week bakery trial, sales in that department

increased by

+152%01.05.2023 23Trainers’ House – CASE Suomen Lähikauppa

We are very pleased with what we have

achieved in the shops

01.05.2023 24Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

The level of operations has improved

and we have focused on the right things

01.05.2023 25Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

According to the working atmosphere survey, we are above

the retail average

01.05.2023 26Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

76% operating practices in their own shops had

changed for the better as a result of the training sessions

01.05.2023 27Trainers’ House – CASE Suomen Lähikauppa

Furthermore, it has been great

to watch the change coaches in their work

01.05.2023 28Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

Furthermore, it has been great

to watch the change coaches in their work

01.05.2023 29Trainers’ House – CASE Suomen Lähikauppa

Ralf Holmlund CEO

Suomen Lähikauppa

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01.05.2023 30Trainers’ House – CASE Suomen Lähikauppa

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