LEGO® Brand Retail | Jenn Kohn & Kurt RachdorfBuilding Engaged Teams for a Culture of Playful Experiences

Hiring for Core Values

Onboarding & Education

Recognition

Continuous Improvement

Today’s Agenda

Disclaimer

Why Listen to Us?

Since 2011 when we started to measure NPS our results have grown year over year. We ended 2016 at 82.5 and are currently at 83 for 2017

LEGO® Training Passport

Mission Inspire and develop the builders of tomorrow

Aspiration Globalize and innovate the LEGO System in play

Promises

Play PromiseJoy of building, pride of creation

Partner PromiseMutual value creation

Planet PromisePositive impact

People PromiseSucceed together

Spirit Only the best is good enough

Values Imagination � Creativity � Fun � Learning � Caring � Quality

Hiring for Core Values

Auditions

Onboarding

10 things about you

Introduction to the company culture, history, and engagement philosophy

History video

The Passport

Education

The Passport

Comic books

Product knowledge pages

Ad hoc videos

Education–Training Passports

Education–Comic Book

Education–Theme Slides

Recognition

Teams individually create contests and own the recognition that works for them- examples

Annual awards for business metrics and leadership, rookie, values and culture

Brickstar–Peer and Supervisor recognition

Continuous Improvement

Stores submit ideas on line and our operations team responds and manages ideas to fruition

We put out a quarterly newsletter to share ideas that have been implemented and how that process works

Some ideas are small

Focus is on keeping people engaged

Use NPS philosophy of closed loop feedback to ensure associates have been heard and the status of their idea

Continuous Improvement

Ideas that became reality: Anti fatigue mats at the registers for our associates

Marketing passport program

DUPLO play enhancements

POS enhancements

Displaying guests creations in store

Monthly mini build

Mini figure trading

Hiring for Core Values

Onboarding & Education

Recognition

Continuous Improvement

Today’s Agenda

Thank You