Case Study: Pep Boys Manny, Moe & Jack
Building on a successful legacy to drive revenues and increase market share in an established, 80-year-old company
THE CHALLENGE
An eighty-year-old auto service and parts retailer sought to harness the power of its 24,000 people dispersed across 633 stores to drive a consistent customer experience, increase sales and market share and engage its workforce by launching a new brand in the marketplace.
OUR WORK
Engaging managers and employees in the new brand promise was crucial. Our three-phase process (design, engage, align) not only engaged people in the new brand for the short-term, but aligned their behavior for the long-term through the refinement of key human resource systems including reward and recognition, the performance management process and learning and development.
THE RESULTS
Customer service levels, comparative store sales, market share, associate retention and commitment and productivity all increased.
