Culture
Amazement
Trends & Challenges
Member Support
International
Overview
 Ace Owns Helpful
 Passion for People
 Relevant Differentiation
 Productive Paranoia
 David vs Goliath
 Community
It’s about VALUES, not just
Culture
 Paradox of Capitalism
Greedy vs Benevolent
Master vs Servant
 Never lose sight
of who it is you’re serving
The bigger the heart, the better equipped the business
Amazement 101
“Ace has found a way to operationalize helpful….”
 Employee-centric culture
 Focus on the “5 P’s”
 People, Product, Pricing, Place, Promotion
52 Tools for Customer Amazement:
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Know the value of your customers
Play to your strengths
Focus on the customer, not the money
Own your mile
Satisfaction is a rating, loyalty is an emotion
Service is not just a word, it’s their mantra
Service
The Helpful Place isn’t just a slogan; it’s our Culture!
Trends & Challenges
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 Niche retailing works
 Shift from Wall St. to Main St.
 Small businesses like buying from small businesses
 Convenience and Personalization – time famine
 Solving problems vs just selling products
 Service still matters!
 Differentiate or die to digital!
 Role of omni-channel marketing
 Rising labor costs in China and at home
 Proliferation of cross channel marketing
 Consolidation and increasing competition
Do self audits and SWOT yourself!
 Play to our strengths – Own Helpful!
 Adapt to needs of omni-channel and online sales
 Maintain relevant differentiation with respect to
products and the in-store experience
 Focus on unit-level economics
 Private label and controlled brands
 Leverage social media to convey “solutions”
 Increase national advertising
 Help retailers GROW
Toolbox
Member
Support
 Wholesale
 Be the Best Wholesaler – controlled label programs
 Supply Chain Excellence – SAP
 Retail
 Program library for flexibility and adaptability
 Peer grouping with Retail Group Leaders
 Field Support and Platinum Retailing
 Marketing
 Ace Brand Place
 Business to Business
 Be the Supply Place
 Service
 Helpful 101 and 201
 Ace Center for Excellence
International
Wholesale
Retail
New Business
• Global Sourcing
• Regional Distribution
• Supply Chain Excellence
• Brand Leadership
• Retail Execution
• Local Support
• Existing Retailers
• New Markets
• Greenfields
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Be global act local – adapt store model
Over 650 locations across 65 countries
6 offices with 150 staff dedicated to international
Master licensing program
Leverage Ace skill and scale in sourcing,
merchandising, retail execution, and marketing
Product regionalization through RDC’s
4 different product channels to optimize margins
Regional offices for local in-market support
Shanghai sourcing office dedicated to int’l retailers
RDC’s
Dubai, Panama, and Shanghai
Globally Trusted Locally Embraced