ao com Appliances Online It all starts with

ao. com – (Appliances Online) It all starts with the customer Yossi Erdman @yossierd Head of brand social media ao. com @ao

Who are we? ao. com is the UK largest Online White goods retailer. Founded in 2000 by John Roberts. Part of AO world PLC

What do we sell? Products that will make your head spin. .

We sell: Washing machines. .

We sell: Dishwashers. .

GO. com v We sell: Fridge freezers. .

We sell: Fridges. .

We sell: Ovens and Cookers

We sell: TV and home entertainment. .

We sell: Small appliances. .

29, 000 followers 1, 610, 000 fans Social Mediaisessential part of the branded mix PR Online videos TV advertising

Social media impact: External (customers) Internal: Culture / Customer service

• • • External: What do we use social media for? Talk, listen and have fun Products promotions Customer service Brand awareness

Let’s “Engage”. . Delivering business Messages in a “fun” w ay. . Cashback promotion. . How much cash have we “frozen” for you? The challenge: Cashback promotion. .

Let’s “Engage”. .

Let’s “Engage”. . “Ducks are the new cats. . “

Engage with videos. . (tweet to @ao) Reach: these activities get to around 3 -4 million unique users every week How many items of clothing are in the washer?

Engaging with videos. . Guess how many Clothes we managed to fit in the washer. Tweet to @ao For your chance to WIN a small kitchen appliance!

GO. com v Custonters pictures. .

0 Interactions 39 573 s v 0 Interactions 39 573 0 2 ao. com 29150 ao. com a 2 Interactions 2'1' Click LIKE if you want YOUR name on this £ 400 Bosch washer. Enter here: http: //bit ly/8 osch 8 ag for your chance to Clic LA<f If you want YOUR name on thi. S (400 Bosc/1 washer. ao. com Enter here http/lb 4. 1 y/Bosch. Bag for your chance to W I next Fnday (and let us know who to delver t to ; ) Good l u c WIN next Friday (and let us know who to deliver it to ; ) Good Click LD<E 1 fyou want to WIN 4 Samsung prizes worth over luck! £ 1300' Enter here·> http/ l b i ly/WI 14 Samsung and ""ELL us. what s on your xmas tist? . . 35829 2 6 10 • . . . 1 134 . . 25 146 • • 35 829 2 610 1 1 34 • 2 346 . . . 1 658 Analyze & Enhance Facebook Performance >

Let’s see some results FB fans V. Weekly Branded Traffic 1, 600, 000 1, 400, 000 1, 200, 000 1, 000 800, 000 600, 000 400, 000 200, 000 National TV campaign FB Fans 08/05/2014 08/03/2014 08/01/2014 08/11/2013 08/09/2013 08/07/2013 08/05/2013 08/03/2013 08/01/2013 08/11/2012 08/09/2012 08/07/2012 08/05/2012 08/03/2012 08/01/2012 - 6 per. Mov. Avg. (Total Branded Sessions) When Facebook was our only brand advertising tool. .

Let’s see some results From Nov 2012 to Aug 2013: • AO Branded traffic up 154% Branded = direct, ao. com searches • Branded sales up %128 • Repeated customers up %20 No other branded activity was done in this period

Customer Service Social Media team Call centre team

GO. com v Custonter Service Sharon Powers Would just like to say, l ordered a washing machine last night aner 8 pm and it arrived at 7 30 am this morning cant fault the excellent service. have never known anything like it. No delivery charge there the next day, even the lady I spoke to on the phone was lovely. AII in all a great experience and will be ordering again in near future © Like Comment 49 the mmutes ago l'!I; ] we l'!I; ] Glad l'!I; ] l!J ao. com Hi Sharon, we certainly doni hang about @ Hope didni wa ke you too early! You can get the was hing done and out on the line. Have 44 mmutes ago you Likegot 6 a sunny day? @ l. lichael • ao. com 1 Sharon Powers The washer was for my sister she was so excited about it. and no sun here today, raining and cold this morning , hope you all have a great day and once again thanks for fantastic service © 40 mmutes ago Like ao. com lf s cloudy here today but no rain. Not yet anywa y! order number, pass on your© thanks { ] 1. 1 ichaeryour sister liked her Ill new machine If you [could let me ao. com 37 m inutes a' o know Like Sharon Powers Hi r. lichael order No · 1404968 36 mmutes ago Like ao. com Thanks Sharon, have a great day @ r. lichael · ao. com 22 mmutes ago Like Write a com ment. . . X Vanesa Goossens ao. com 32 m 1 ns · Ordered an appliance originally from Currys, t hey failed to deliver on the day when promised , calls and service were shocking. Cancelled with Cunys and re-ordered INHh AO. com who were brilliant and 1 thoroughly recommend t hem. Won't be using Currys again!!! Like Comment Share ao. com 0 l 1 i Vanesa ! So glad we were able to help you when you needed it © What wasit that you bought? Cam- a o. com Commerted on b Grimes Char 1 otte [? ) · 27 mins Like Vane sa Goossens Hotpoint condenser tumble drier © 18 mins Like ao. com 0 Just what you need as the rain is starting to come! © leave your clothes out to dryin this can you! © Cam- ao Commerted on b} Grimes Char 1 otte [? J · 3 mms Like li. 'r; 'J !: rn I Wrtte a comment. . . Y ou can·t

Website Integration What do we sell? Basically, pretty boring stuff. .

Website Integration When a user is logged in to Facebook Boost conversion

Website Integration Boosts conversion

Customer Service Not just on our website. .

Customer Service Drivers Feedback book

Customer Service Drivers Feedback book

Customer Service Drivers Feedback book Basically, pretty boring stuff. .

Customer Service Extremely detailed feedback. .

Customer Service Personal Letters

GO. com v Personal Letters a 0 appliances I You were kind enough to entrust us with your custom, and then to broadcast you r experience through Facebook to your frien ds. I thought it only right that I take the time to thank you personally, to hopefully explain why what you have done is so important and why we are so grateful. Your comment on Facebook about how delighted you were with our fantastic service hopefully highlights the point, and there really is no reason or benefit to keeping such service a secret. In fact, the reality Is t hat as more people join our movement, we are able to make our service even better. anotller l l t l(k ino wall. --wlttcr. cam/App. On. U, . . Aspfnn ll HQUse Middk!brook Bolton OLG -. . . _. ,

Customer Service Personal Letters

Customer Service Personal letters: also to employees who give good service

Apologise when needed And keep it personalised. .

GO. com v Don't forget to try. . Even with your partners

GO. com v Our customer's review- Beko Rap

Thank you. . Yossi Erdman @yossierd Head of brand social media ao. com @ao

Data Protection Internal Auditors meeting presentation January 2015

Background to data protection in the UK implementation under the EU umbrella Data Protection Act 1998 - It is UK law Risks of non-compliance – bad publicity, censure by regulator, monetary penalties up to £ 500, 000 Governed in the UK by the Information Commissioner’s Office (www. ico. gov. uk) ICO responsible for enforcement, guidance and raising awareness, contributing in EU to development of data protection Outside of EU the Madrid Resolution on Data Protection is setting new data protection standards

What do we mean by? Personal data – information that identifies a living person either inherently or with other information in the company’s control Sensitive data – information about physical or mental health, sex life, TU membership, race or ethnic origin, religious or philosophical beliefs, allegations of criminal activity or criminal offences Data subject – living people, not companies, sole traders or suppliers, sole partners Processing – any activity involving personal data, holding, amending, recording, deleting, sharing etc

The Eight Data Protection Principles Principle 1 – data to be collected and processed fairly Principle 2 – data to be processed only for stated purposes Principle 3 – data to be adequate, relevant and not excessive for the purposes it is processed Principle 4 – data to be accurate and kept up to date where necessary Principle 5 – data to be retained only as long as is necessary for the purpose for which it is processed Sixth Principle – data to be processed in accordance with subject rights Seventh Principle – appropriate technical and organisational security measures to be put in place and regulates outsourcing Eighth Principle – data not to be transferred outside the EEA unless the

The key points So what are the practical implications of current legislation? Establish a justifiable purpose to hold personal and sensitive data - “fair processing conditions”. Establish authority to use personal data based on notice. Consent is required in some circumstances. Stay within your authority. Minimise personal data held. Ensure it is up to date and accurate. Don’t keep personal data longer than required for the purpose for which obtained. Be aware of subject rights and observe them. Provide appropriate security for personal data - IT security and office security. Put in place contracts with outsource service providers. The controller remains responsible for data in the hands of third parties and needs to check compliance.

Compliance processes Governance framework Board level and Risk Committee involvement Clear data protection roles and responsibilities Policies and procedures - A Data Protection Policy and many more Information Asset Register – list of databases DPA /Privacy Breach Internal Reporting Process Internal and external audit Training Privacy Impact Assessments for new developments and to audit existing

Pending legislative changes The draft Regulation on Data Protection 2015? Principle of Accountability – demonstrate compliance Subject rights Data portability Erasure Information rights and higher standard of consent Requirement for a Data Protection Officer New data security breach notification requirements

Your role as Internal Auditors Check the governance framework is in place and advise the Board and Risk Committees if not. Raise awareness of impending changes to law. Check the channels for staff to access information about the changes as they are brought in. This will be a changing picture. We do not have much detail on how the Regulation will apply in practice.

Questions for breakout session What do you think are the top issues? What can you do about them In the short term In the longer term Who do you need to communicate with in relation to these issues? What support are you going to need?

Further Information Commissioner’s Office www. ico. gov. uk Ministry of Justice http: //www. justice. gov. uk/ EU Justice website http: //ec. europa. eu/justice/data-protection/ Industry newsletters Data Protection Consulting www. dp-smart. co. uk Solicitors (Pinsent Masons) Internet for precedents generally

Linked. In in 2015 David Mc. Garry – Manager

Agenda Introduction to Linked. In What has it done in terms of networking & recruiting? How does Linked. In compare to other Social Media sites? Using Linked. In to market your skills Using Linked. In to find potential recruits Security of your profile & Basic Tips Where is it going? Q&A

Introduction to Linked. In Ø Ø Ø Ø Largest professional networking site in the world 330 Million Users Worldwide 17 million within the UK Only western social media site allowed to operate in China Celebrity & Political Representation Recruitment Activity Media Interest Groups Linked. In Shares have risen 5 fold since their float in 2011

What has it done in terms of Networking & Recruiting Networking Ø Ø Keep professional contacts separate from personal life Ability to ask fellow peer group for advice To see where you career sits within the working world Social Media Influence – Groups/Updates Recruiting Ø Ø Ø Revolutionised the industry Self updating database Opened up the working force to the world Opportunity to recruit direct Use own network to recruit

How does Linked. In compare to other social media sites

Using Linked. In to market your skills

Using Linked. In to find potential recruits

Security of your profile & Basic Tips

Where is it going? Ø US President Barack Obama takes part in a Linked. In town hall-style meeting with Linked. In CE Jeff Weiner. Linked. In has ambitions to create an ‘economic graph’, a digital map of the global economy and its workers Ø Big drive to encourage more students to join. Ø Marriot Hotel App Ø Belinked

Q&A

Alignment. Positivity. Engagement. Retail Audit Forum - Auditing HR and HR Strategy Sarah Hernon, Principal Consultant, Right Management

Auditing HR and HR Strategy Experts in the World of Work A shared vision for the Manpower. Group of Companies: to lead in the creation and delivery of services that enable our clients to win in the changing world of work. © Right Management 2015. All Rights Reserved. 6 Right Management

Auditing HR and HR Strategy Our Capabilities © Right Management 2015. All Rights Reserved. 6 Right Management

Auditing HR and HR Strategy What is Strategic HR? “A general approach to the strategic management of human resources in accordance with the intentions of the organisation on the future direction it wants to take. It is concerned with longer-term people issues and macro-concerns about structure, quality, culture, values, commitment and matching resources to future need. ” CIPD © Right Management 2015. All Rights Reserved. 6 Right Management

Auditing HR and HR Strategy Ensuring HR and Organisational Strategies are aligned STEP 1 – Understanding the external forces and challenges facing the organisation STEP 2 – Understanding the commercial strategic goals of the organisation STEP 3 – Translating business goals into workforce implications STEP 4 – Translating workforce implications into HR strategy and goals © Right Management 2015. All Rights Reserved. 6 Right Management

Auditing HR and HR Strategy The Human Age has Arrived. The world has entered a new era in which human potential has become a major driver of economic growth. © Right Management 2015. All Rights Reserved. 6 Right Management

Auditing HR and HR Strategy Recent CIPD Report © Right Management 2015. All Rights Reserved. 68 Right Management

Auditing HR and HR Strategy Flux Report © Right Management 2015. All Rights Reserved. 69 Right Management

Auditing HR and HR Strategy Research findings – The Business Case • 74% of HR decision-makers reported that employee motivation and engagement are core to their organisations’ ability to achieve their strategic objectives • 60% of HR decision-makers reported that employee wellness and resilience are critical to them achieving their strategic goals • 59% of HR decision-makers reported that retaining top talent is a strategic priority • 47% of HR decision-makers reported that having clear career development paths is fundamental to the organisation delivering its’ strategic objectives © Right Management 2015. All Rights Reserved. 70 Right Management

Auditing HR and HR Strategy What are risks of doing nothing when…. . • 46% of HR decision-makers reported a lack of employee loyalty • 45% of HR decision-makers reported a noticeable increase in worker fatigue • 44% of HR decision-makers reported an increasingly disengaged workforce © Right Management 2015. All Rights Reserved. 71 Right Management

Auditing HR and HR Strategy The shift has created dissonance between workers and organisations; there is confusion about how to handle it. Workers Organisations 87% of employees 25% of organisations are disengaged at work. have a strategy to engage their employees. Source: Gallup, 2013; Dale Carnegie Training, © Right Management 2015. All Rights Reserved. 72 Right Management

Auditing HR and HR Strategy Career expectations are changing From: Work for Life Competent Master To: Career for Me Reinvent Master Development Expert Leverage Network Adjacent Skills Competent Collaboration Novice Masters: - Traded autonomy for job security - Good benefits & financial security - Add value by coaching and mentoring - High level of trust with employer © Right Management 2015. All Rights Reserved. 12 Expert Total Value Asset: -Seeks meaningful work to “increase asset value” -Not as much structured learning drives importance of learning from broader network/sources (internal or external) -- Recognition Enabled by technology of shared value with employer Right Management - Has followers/circles of influence

Auditing HR and HR Strategy HR need to re-examine assumptions about: Work Models People Practices Talent Sources • • • How do we manage the talent to drive productivity? How do we manage a diverse and virtual workforce? How do we inject flexibility into our workforce mix? • Today’s practices were created with out dated assumptions – so why are we still using them? What new practices will we need in order to attract, develop and retain the talent? • • • How will we improve our talent supply? What talent strategies do we need to reach untapped talent pools? © Right Management 2015. All Rights Reserved. 74 Right Management

Auditing HR and HR Strategy Consulting Style Questions to ask HR Leaders 1. Have you made sure you’ve shared the people strategy with your peers across the organisation? How do they give you feedback? 2. Who do you communicate with at an executive level? Do you encourage your team to flex and adapt their style accordingly for different stakeholders? 3. Overall, how do other functions view HR and their impact on the business? How do you know? 4. What are the top talent management priorities for your organisation over the next 3 years? Is this part of your regular conversation with others across the business? 5. How central is the people agenda to business decisions? Is HR a permanent participant of debates? If not, how do you open doors for HR’s contribution? 6. To what extent do you and the HR team scan the external environment for emerging trends and future opportunities/challenges for the business? 7. Is increasing and maintaining business understanding a permanent development focus for the HR team? How do you achieve this objective? Do you encourage HR people to get experience outside of the function during their career? How do they bring this external perspective back into the function? 8. Are HR professionals included in career development discussions and programmes? Are the same leadership behaviours encouraged as for the rest of the organisation? 9. To what extent is HR visible to other parts of the business? Is the HR team just seen when there is an issue to solve? 75 Right Management © Right Management 2015. All Rights Reserved. 10. How do you balance the operational challenges presented by the economic climate with the strategic

Auditing HR and HR Strategy Manpower Outlook Survey (1. 5 mins video ) https: //www. youtube. com/watch? v=z 7 p 3 KE MDI-U © Right Management 2015. All Rights Reserved. 76 Right Management

Auditing HR and HR Strategy Parting Thoughts • Increasingly complex responsibilities to drive organisational growth and productivity • Commitment to leadership development is strong • Views of Execs and HR mostly align • Skills needed to succeed in C-level roles are wide and varied and need to be supported with development • Business success in the Human Age requires an investment in talent © Right Management 2015. All Rights Reserved. 77 Right Management

Auditing HR and HR Strategy Final Q&A © Right Management 2015. All Rights Reserved. 78 Right Management

Auditing HR and HR Strategy In Summary One light bulb moment…. © Right Management 2015. All Rights Reserved. 79 Right Management