Total Operational Team Alignment
Turn silos into synergy
The Challenge
Let me guess – your silos are driving you crazy! Not only are you wasting time and money due to duplication of effort and frustrating intra-team competition, but you are missing out on opportunities to enhance and innovate your customer experience and operational efficiency.
If you’re struggling with this – you absolutely need my Total Operational Team Alignment service.
“Robert is a solid operational leader who creates passionate teams that deliver exceptional results.”
Teresa Kennedy
Chief Operating Officer
Jacksonville Zoo and Gardens
Our work together will include:
What I do is simple – I get all your departments on the same page to solve your current challenges and then brainstorm what is needed to elevate performance.
I do this through:
- Clearly and vividly articulating the features and benefits of this operational approach to all players at every level in a way that breaks down barriers and inspires ALL team members to achieve their goals
- Aligning the operations team with the rest of the organization
- Ensuring a clear delineation and understanding between all players so that work is done efficiently and successfully
- Facilitating cross-functional strategic planning and brainstorming sessions
- Getting ALL levels and departments of the organization involved in the solution via roundtable discussions, satisfaction surveys, and follow up conversations
As a result of this service, you will:
- Create ONE customer experience which transcends internal politics and individual agendas
- Maximize the use of existing assets, people, and processes
- Increase profits from innovative new products and services which are created out of a mulit-departmental approach
- Increase the consistency of performance achievement across the board and deliver extraordinary customer experiences in all areas
- Reduce customer rejection due to a poorly executed experience
- Reduce costs by operating more efficiently and profitably
What others have to say…
“Robert was instrumental in bringing the first Bibbidi Bobbidi Boutique to life at Downtown Disney in a space that everyone was sure it would not work. Robert made it work – exceeding even the most aggressive projections”
Ed Baklor
Vice President of Inflight Experience
JetBlue Airways
Read A Case Study
Situation:
The World of Disney – This iconic 50,000sf flagship store at Walt Disney World’s sprawling Downtown Disney complex was consistently delivering an over-the-top retail experience and was generating mind-blowing revenues. Despite this, however, senior leadership’s enterprise-wide strategic plans dictated that we take this already extraordinary experience to all new levels. Their goal was to take retail immersion and customization to a place never before seen in the industry.
Solution:
As the senior retail executive at Downtown Disney, I led a collaborative, cross-functional team of partners and stakeholders representing dozens of departments across the entire organization to brainstorm ideas on how to achieve the segment’s challenging goals.
- One of the many ideas conceived out of this effort focused on Disney’s highly profitable and extremely popular Princess franchise – how could we bring princesses alive in the store in an immersive and customized way to create magical experiences while at the same time driving significantly more revenue?
- We came up with an idea to create a makeover boutique where girls would enter as a guest, then be magically transformed into their dream princess. This concept morphed into what ultimately became Bibbidi Bobbidi Boutique.
- We pitched this idea to the corporate decision makers and it was approved as a one-off pilot experience to be positioned inside the World of Disney flagship store.
- Once approved, my team developed all operational processes, training, etc. to bring this to life.
Result:
- We opened to great fanfare, incredible guest feedback, and exponential increases in revenue, not just from the makeover experience itself, but from all the additional items purchased to support the experience such as costumes, tieras, jewelry, etc.
- Record increases in guest capture and conversion throughout the entire location.
- This incredibly special boutique experience now resides at multiple Disney properties and on cruise ships around the world and it has created tens of thousands of precious memories for families everywhere.
Are you ready for a leadership culture of performance excellence?
Book a call with me and we can talk about the best way to align your operations team for growth.
Are you ready for a leadership culture of performance excellence?
Book a call with me and we can talk about the best way to align your operations team for growth.
