Disney Institute Leads Charge in Rebirth for 123 Pick'n Pay Stores

Tags: Consumer Behavior, Customer Experience, Customer Service

Type: Case Study

Take any well-known "super" store, add a few more 'supers' in front of that, then think South Africa, and the result is Pick‘n Pay. South Africa's leading retailer, Pick‘n Pay operates 123 corporate stores employing more than 30,000 people. The company’s story is one that is as emotionally inspiring as it is financially impressive.

In a business journal profile of Pick‘n Pay as one of the top 100 companies in South Africa, the writers observed that, “As a predominately cash business, Pick‘n Pay has been sheltered from much of the depredations a tough economy has wrought on credit retailers. However, internal innovations have also been driving its growth.” Those internal innovations, the emotionally inspiring part of the story that has given rise to the enormous success of the stores, began with a “rebirth” of the company four years ago.

Sean Summers, Pick ‘n Pay CEO, championed the change initiative that focused the organization on the mission to hone quality service levels and become the best "people company" in the retail industry worldwide. The banner for the mission became known as Vuselela, a term meaning "rebirth."

"The program, designed in conjunction with Pick'n Pay and Disney Institute executives, immerses Pick 'n Pay's employees in "The Disney Approach" to quality service, leadership, and management."