Working on the move
Customer engagement in the
retail sector 20 March 2013
Phil Kemp, Global Managing Director, Regus Third Place
Spencer Slee, Director, Staples UK
Content
➜ The world of work is changing
➜
How is the space changing?
➜ Staples
Regus at a Glance
Market
Regus
Network
3.1b
400m
7100
£1.24b
1500
600
Workers in the World
Workers over 60
Employees
Revenues
Business Centers
Cities
40%
20%
1m+
98
99
Annual Growth
Members
Regus Express
Countries
1.3b
Mobile Workers by 2013’
Women in Business
The Regus Story
Exceed 930,000
customers across
92 countries
Business world
launched
2008
2nd country
Netherlands,
Amsterdam
1990
Business founded in
Belgium by Mark Dixon
1989
Launch 2G and
adoption of
mobile phones
Floats on London
Stock Exchange
Acquired HQ
in the USA
2000
2004
First laptops
Launch of 3G
1995
2001
1990
Downtown
Locations
Secondary
Locations
Repurchased
majority
shareholding of
UK business
2006
Blackberry
launch
2003
Gas & Train Stations / Airports
2011
Doubles business
in last 3 years
exceeding 800,000
customers; opens
central global
management
center in Geneva
2010
iPad launch
2010
Community
Centers
The world of
work has changed
➜ People work everywhere
➜ Flexible working demands
flexible workspace globally
➜ It’s a ‘workspace revolution’
Global market
of mobile workers
Workers in
the world
Mobile workers
by 20131
Typical annual cost
of a desk in a
western city centre2
of workers would
consider a pay cut
for more flexible
work conditions3
of all office desks are
unoccupied during
the working day3
of workers have
the right tools to
work anywhere3
1. Worldwide Mobile Worker Population
2011-2015 Forecast, IDC
2. Agility @ Work Report
3. Unwired Research Report
Growing our network
Existing offices
Railways
Roadside
Airports
Retail
Future centres
Homeworkers
What do workers want?
Proper Work
Surface
Regus Mobile Worker Survey (2011)
Security
Electrical
Power
Wireless
Internet
Customer
Service
Assistant
Business
Class
Internet
Office
Equipment
Courier
Services
Ability to
Reserve
Video
Assistant /
Concierge
Printing
Privacy
Copy /
Scan / Fax
AirConditioning
Central
Location
Telephone
Meeting
Rooms
Available
anywhere
Coffee
shop
Dedicated business
environment
Video
Conferencing
Staples at a glance
Consumer behaviour
Consumers are changing
where, how, and even why
they shop
Opportunity
Opportunities
Mobile workers need more than
just Smartphones and Tablets
The challenge
The challenge
Adjusting our product offering
and services to the needs of
mobile workers
Concept
•
•
•
•
•
•
Travelling pack
Staples lounge
GoMobile centre
Copy & Print centre
EasyTech support
DHL
Staples business lounge
Multichannel shopping
• Working, shopping and relaxing
• High touch sales experience
• Meeting point & working space
ALL IN ONE!
Benefits
➜ Become the destination for office solutions
➜ Transform our image
➜ Keeps us in touch with the mobile workforce
➜ Win- New mobile clients within retail and direct
➜ Retain – Corporate clients
➜ Grow – Our existing mid market business
Optimised use of space
Cooperation
Staples and Regus
Staples:
Goal: Offering better customer
experience, supporting customers work
more productively
Regus:
Goal: Increasing working possibilities
on the go, third places
Progress to date
• Current business hub
network:
• Birmingham
• Reading
• Swindon
• Sheffield
• Performing well
• Strong interest
• High levels of usage
Thank you
Phil Kemp, Global Managing Director, Third Place
Spencer Slee, Director, Staples UK