COVID-19 Webinars: Supporting Businesses in a Time of Crisis | Webinar #17

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Savage Consulting is a Caymanian Business Management Consulting Firm, helping businesses to transform and grow.

We bring our cross-functional expertise to create value and improve business performance.

EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

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MANAGING PARTNERS

CARLO ARTANA

EUGENE NOLAN

An expert at the strategic planning process, meeting customer service goals, finance and business strategy, both in US and EU travel retail and airport industries. Visionary in the creation and execution of customer-centric business plans. He’s equally passionate, analytical, and decisive. He uses his vast knowledge of financial analysis and budget planning to transform businesses and help them to grow.

A passionate customer experience advocate and innovator with Caribbean wide expertise in operations management, finance operations, and business development. He helps develop growth strategies and financial projections that will build brand loyalty, grow profit margins, and enhance efficiency. He takes the frustration out of the technical aspects of business planning.

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Like a good doctor, Savage Consulting addresses your unique pain points. Whether it’s turning your idea into a startup, transforming or selling your existing company, we can offer key recommendations and solutions.

In these unique times, we condition your business strategy to get it healthy and on its feet. Our approach is unique, personal, and fluid. This is how we take care of your individual needs.

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EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

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The global economy is plunging into the worst peacetime RECESSION* in a century

* Source Organization for Economic Cooperation and EVOLVING YOUR BUSINESS IN A POST-COVID WORLD Development

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MACRO-ECONOMIC INDICATORS WORLDWIDE – THE WORLD ECONOMY ON A TIGHTROPE

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The global economy outlook is highly uncertain.

Two scenarios are probable: either a second outbreak is avoided, with global GDP regaining its pre-crisis level by end 2021, or a second COVID-19 outbreak occurs in most economies before the end of 2020, leading to global GDP remaining well short of pre-crisis levels by end 2021.

* Source: OECD Economic Outlook – June 2020 EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

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MACRO-ECONOMIC INDICATORS CAYMAN

-12% POTENTIAL 2020 GDP IMPACT

9,582 POTENTIAL 2020 JOB LOSSES

19.7%

POTENTIAL UNEMPLOYMENT RATE Source: The Honourable Roy McTagart, Minister of Finance, Cayman Islands May 2020 EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

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HOW DO WE REACT?

DISCUSSION TOPICS

ASSESS

Assessment of your key business challenges & opportunities

• Understand your market positioning • Evaluate overall business operations • Assess your financials

EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

PLAN

Revising your business model

• Develop a business/strategic operating plan • Identify key actions • Focus on CX transformation

BUDGET Create an achievable and realistic budget

• Reforecast revenues • Evaluate your revised cost baseline • Create your budget

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EXECUTE

Implementation of your revised plan

• Planning techniques • KPI’s • Risk management

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1 – BUSINESS ASSESSMENT

ASSESS

Assessment of your key business challenges

• Understand the market scenario • Evaluate overall business operations • Assess your financials

EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

PLAN

Revising your business model

• Develop a business/strategic operating plan • Identify key actions • Focus on CX transformation

BUDGET Create an achievable and realistic budget

• Reforecast revenues • Evaluate your revised cost baseline • Create your budget

WWW.SAVAGE.CONSULTING

EXECUTE

Implementation of your revised plan

• Planning techniques • KPI’s • Risk management

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YOUR BUSINESS ASSESSMENT IN 7 STEPS 07

01

Complete a Financial assessment

Understand market positioning

06

Perform a SWOT analysis

05

Understand your Customers’ Experience

BUSINESS ASSESSMENT

02

Evaluate your products and services

03 04

Assess Sales& Marketing Capabilities

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Consider market segmentation

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ASSESSING YOUR BUSINESS STEP 1 – UNDERSTAND YOUR MARKET

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ASSESSING YOUR BUSINESS STEP 2 – PRODUCT & SERVICES

Products/services based on what customers need

How the customer explained it EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

How the team designed it

How the business consultant describe it WWW.SAVAGE.CONSULTING

What the customer really needs 16

CUSTOMERS FOR YOUR PRODUCTS, FIND PRODUCTS FOR YOUR

ASSESSING YOUR BUSINESS STEP 2 – PRODUCT & SERVICES - PRICING

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• Analyse your local competition pricing & positioning • Do a survey/focus group to understand what the customer is willing to pay • Analyse pricing on some marketplace/ecommerce portal • Be aware of your margin base - use industry standards • Keep a laser sharp focus on your costs to sell • Arrive at the optimized price for value WWW.SAVAGE.CONSULTING

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ASSESSING YOUR BUSINESS STEP 3 – MARKET SEGMENTATION

MARKET SEGMENTATION

GEOGRAPHICS

DEMOGRAPHICS

PSYCHOGRAPHICS

BEHAVIORAL

Location Language Area Population

Age Gender Income Education Social Status Family Life Stage Occupation

Lifestyle Activity Interest Opinion Concerns Personality Values Attitudes

Benefits Sought Purchase Usage Intent Occasion Buyer Stage User Status Life Cycle Stage Engagement

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ASSESSING YOUR BUSINESS STEP 4 – MARKETING CHANNELS Pre COVID-19

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Post COVID-19

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THE IMPORTANCE OF SOCIAL MEDIA

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THE IMPORTANCE OF SOCIAL MEDIA

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ASSESSING YOUR BUSINESS STEP 4 – SALES CHANNELS

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THE CONTINUED RISE OF ECOMMERCE SHOPPING IN CHALLENGING TIMES

+74% Increase of transaction volumes in most eCommerce retail sectors in March 2020 compared to 2019

Source: pymnts.com research EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

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ASSESSING YOUR BUSINESS STEP 4 – SALES CHANNELS

SELL THROUGH MORE THAN ONE CHANNEL • Rethink your physical store • On-line presence • Mobile responsiveness • Advanced Social Media usage

57%

of users say they won’t recommend a business with a poorly-designed mobile site research Source: socpub.com

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61% of users are unlikely to return to a mobile site they had trouble accessing and 40% visit a competitor’s site instead Source: Google research

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ASSESSING YOUR BUSINESS STEP 5 – CUSTOMER EXPERIENCE

WHY CUSTOMER EXPERIENCE MATTERS? Because it links employees and customer engagement to business performance Happy employees

Happy customers

Lower churn

More revenues

Employee engageme nt

Customer satisfactio n

Customer churn

Business growth

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WHY MEASURING CUSTOMER EXPERIENCE MATTERS?

82% EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

of customers left a company because of a bad customer service experience Source: socpub.com research

Customer churn

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IN FACT

86% EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

of customers will pay more for a better customer experience Source: socpub.com research

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ASSESSING YOUR BUSINESS STEP 5 – MEASURING CUSTOMER EXPERIENCE

DIFFERENT METHODOLOGIES • Surveys • Focus groups • Mystery shopping • Social media engagement • 1-to-1 interview • Instant feedback ( )

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ASSESSING YOUR BUSINESS STEP 6 – SWOT ANALYSIS

Strength What do you do well?s

What unique resources can you draw on?

What do others see as your strengths?

Opportuniti es What opportunities are open to you?

What trends could you take advantage of?

How can you turn strengths into opportunities?

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SW OT WWW.SAVAGE.CONSULTING

Weaknesses What could you improve?

Where do you have fewer resources then others?

What are others likely to see as weaknesses?

Threats What threats

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ASSESSING YOUR BUSINESS STEP 7 – FINANCIAL ASSESSMENT If you DON’T have financial statements – otherwise go to STEP 1 • Gather all of your receipts you have available • Ask your main vendors/suppliers for an “activity report” for the last two years • Download two years of bank AND credit card statements into excel and perform a preliminary financial analysis by:  Sorting bank statement by description  Allocating each transaction with a revenue or expense code (e.g. utilities, repairs & maintenance, revenue)  Summarise revenue and cost categories by year to create basic financial statements

STEP 1 – use your financial statements to • Analyse your current expenses to see how you can cut costs:  Cash is King: once it leaves your bank account you cannot get it back  Go through your accounts on-line by line basis and ask yourself if that expense is necessary or whether can it be reduced  Go through your credit cards – are there any monthly amounts coming out which you don’t use/need  Reach out to service providers – can they give you a discount and/or deferred payment on current debt  Record additional expenses incurred due to the pandemic  Check your insurance policies

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ASSESSING YOUR BUSINESS CURRENT SITUATION – MAP YOUR POSITION

H

Competitor 2 Competitor 1

Competitor 8 Competitor 3

YOU

H

L

PRICE

Competitor 5

Competitive Price/Service Matrix

Competitor 4 Competitor 6

L SERVICE/CX

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2 – REVISE YOUR BUSINESS MODEL

PLAN

Revising your business model

• Develop a business/strategic operating plan • Identify key actions • Focus on CX transformation

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HOW MUCH OF OUR PRODUCTS/SERVIC ES CAN WE SELL?

WHO CAN I SELL IT TO?

HOW MUCH WILL IT COST ME TO SELL IT?

HOW WILL I MARKET IT?

WHAT WILL MY CUSTOMER EXPERIENCE LOOK LIKE?

HOW WILL I MANAGE PERFORMANCE?

EFFECTIVE SALES & MARKETING

– CREATE A –

SALES &

MARKETING

PLAN

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A COMPREHENSIVE PLAN WHICH INCLUDES: • Target compensation • Right staffing • Effective marketing channels • A bit of creativity • Use of advanced Social Media tools • Don’t forget to measure ROI WWW.SAVAGE.CONSULTING

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COVID SAFETY

– CREATE A –

COVID

PLAN

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A COMPREHENSIVE PLAN WHICH INCLUDES: • Steps to take in the event an employee tests positive • Communicate your plan to your customers

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3 – REFORECAST YOUR BUDGET IN A REALIST WAY

BUDGET Create an achievable and realistic budget

• Reforecast revenues • Evaluate your revised cost baseline • Create your budget

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ASSESSING YOUR BUSINESS CURRENT SITUATION – FINANCIAL ASSESSMENT Prepare a 12-month budget • Analyse your historical sales and evaluate future sales based on a realistic COVID-19 impact • Based on the previous STEP 2 cost analysis, you will be able to determine your monthly fixed costs for the next 12 months • Combine your monthly revenue and cost projections in a simple Excel spreadsheet

Build a realistic Cash Flow plan • Prepare your cash flow statement in an Excel spreadsheet and be extremely conservative.  Assume Cayman lockdown will continue for another 3 months;  Assume Cayman borders will be closed for the rest of the year  Pay particular attention to when larger amounts of monies are due: e.g.  Work Permits  Insurance Renewal dates  Do not forget to take into account current payables  Manage Inventory Tightly

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3 – REFORECAST YOUR BUDGET IN A REALISTIC WAY. FROM PLAN TO BUDGET P&L Sample Company Inc.

MONTH 1

MONTH 2

MONTH 3

Revenues Product sales

15,000

15,750

16,695

Service sales

3,000

3,150

3,340

Total Revenues

18,000

18,900

20,035

7,000

7,180

7,420

11,000

11,720

12,615

Salaries & Wages

5,000

5,000

5,000

Rent

1,500

1,500

1,500

Insurance

250

250

250

Office expenses

150

150

150

Utilities

300

300

300

Total Expenses

7,200

7,200

7,200

EBITDA

3,800

4,520

5,415

500

500

500

3,300

4,020

4,915

Cost of good sold Gross Profit Expenses

Loan interest Net Profit EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

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3 – REFORECAST YOUR BUDGET IN A REALISTIC WAY. FROM PLAN TO BUDGET Cashflow Statement Cash Inflows Revenue Total Cash Inflows

MONTH 1

MONTH 2

MONTH 3

MONTH 4

MONTH 5

$10,000 $10,000

$20,000 $20,000

$20,000 $20,000

($50) ($5,000) ($1,000) ($2,000)

($50) ($5,000) ($1,000) ($2,000)

($50) ($5,000) ($1,000) ($2,000) ($1,000) ($9,050) $10,950 ($1,250) $9,700

Cash Outflows Bank Charges Salaries & Wages Health Insurance Utilities Professional Fees Work Permit Renewal Total Cash Outflows

($9,050)

($6,050)

($4,100)

($8,500)

($5,000) ($13,050)

Net Cash Inflow/(Outflow) Opening Cash Balance Closing Cash Balance

($9,050) 12,000 $2,950

($6,050) $2,950 ($3,100)

($4,100) ($3,100) ($7,200)

$1,500 ($7,200) ($5,700)

$6,950 ($5,700) ($1,250)

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($50) ($5,000) ($1,000) ($2,000) ($1,000)

($50) ($4,000) ($1,000) ($1,000)

($50) ($3,000) ($1,000) ($50)

MONTH 6

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3 – REFORECAST YOUR BUDGET IN A REALIST WAY. FROM PLAN TO BUDGET ANSWERS TO QUESTIONS

ACTIONS

• HOW MUCH OF OUR PRODUCTS/SERVICES CAN I SELL? • WHO CAN I SELL IT TO? • WHAT WOULD BE THE COVID-19 IMPACT ON MY SALES? • CAN I LUNCH NEW PRODUCTS AND/OR ADJUST THE OLD ONES?

• EVALUATE MACRO-ECONOMIC INDICATORS IN CAYMAN AND MAKE ASSUMPTIONS ON COVID-19 IMPACT • USE HYSTORICAL SALES DATA TO ANALYSE TRENDS AND ADJUST MONTHLY SALES BASED ON COVID-19 IMPACT • EVALUATE POTENTIAL INCREASE IN SALES DUE TO NEW PRODUCTS/SERVICES OR NEW • NEGOTIATE BETTER DEALS WITH SUPPLIERS DISTRIBUTION CHANNELS POSSIBLE • IF IMPROVE CUSTOMER EXPERIENCE TO • SMART INVENTORY MANAGEMENT IMPROVE SALES

• HOW MUCH DOES YOUR PRODUCT COST TO PRODUCE & SELL?

BUDGET AREA

REVENUE COST OF GOODS

GROSS PROFIT • HOW MUCH DOES IT COST TO SUPPORT BUSINESS OPERATIONS? • WHAT ARE MY CURRENT FIXED EXPENSES?

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• EVALUATE YOUR EXPENSES AND CUT WHERE POSSIBLE • ALLOCATE THE RIGHT DOLLARS IN THE RIGHT MEDIA • CONSIDER SOME COST TO IMPROVE CX WWW.SAVAGE.CONSULTING

EXPENSES NET PROFIT 46

4 – IMPLEMENT YOUR REVISED PLAN

EXECUTE

Implementation of your revised plan

• Planning techniques • KPI’s • Risk management

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EXECUTE PLAN & PRIORITISE ANALYSIS PHASE

BUDGET PHASE

EXECUTION PHASE

• Task 1

• Task 1

• Task 1

• Task 2

• Task 2

• Task 2

• Task 3

• Task 3

• Task 3

JUNE-2020

JULY-2020

AUG 2020

Today EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

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EXECUTE MEASURE MEASURE MEASURE Area

Details

Measurement

Sales

Timeline

• Measure sales performance against targets by product/service

• Actual vs Plan

• Daily • Weekly • Monthly

• Measure effectiveness of marketing channels vs cost

• Engagement • Conversion to sales

• Weekly • Monthly

• Measure actual costs vs budget

• Actual vs Plan

• Monthly

• Introduce key customer satisfaction measures NPS or Cust Sat Index – Set targets

• CSI or NPS vs target

• Monthly

• Measure (and adjust as necessary) completion of business plan actions

• NA

• OCT -JAN’19

Marketing

Operating Costs

Customer Experience

Initiative Tracking

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EXECUTE MANAGE RISK

Likelihoo d

Severity

• M

• H

• Furlough Staff • Communications plan

• M

• M

• Hire temporary relief

• Cost base is higher than expected

• M

• H

• Reduce costs in key areas

• Sales not at the planned level

• M

• H

• Evaluate Sales Incentives • Reduce costs to maintain profitability

RISK AREA COVID WAVE 2

Staffing

Details • Lockdowns re-introduced • Business closed • Lose staff to illness

Mitigating Actions

Costs higher than plan

Revenues behind plan.

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TO SUMMARISE - BE REALISTIC

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TO SUMMARISE – SMART PLANNING

ASSESS

Assessment of your key business challenges & opportunities

• Understand your market positioning • Evaluate overall business operations • Assess your financials

EVOLVING YOUR BUSINESS IN A POST-COVID WORLD

PLAN

Revising your business model

• Develop a business/strategic operating plan • Identify key actions • Focus on CX transformation

BUDGET Create an achievable and realistic budget

• Reforecast revenues • Evaluate your revised cost baseline • Create your budget

WWW.SAVAGE.CONSULTING

EXECUTE

Implementation of your revised plan

• Planning techniques • KPI’s • Risk management

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