Particularly if it's a restaurant that's been in planning for months, maybe years. Somebody's dream at the end of the day to open their first restaurant, maybe it's their second, their third, and if our products don't reach them to our promise, then that can actually really put in jeopardy that dream that the customer has had. So for us, it's making sure that we listen to all the inputs around just delivering the basics really, really well, but also looking for new opportunities across really the end-to-end process that our customers operate in, and look for new ways of solving those pain points.
Q: What’s the biggest challenge your industry will face in 2020?
Firstly, asking me to come up with a single challenge in terms of what retailers are going to face in 2020 is a difficult ask so, I'm going to probably take two things for me that are increasing in dominance. I think one is speed and rate of change and how you constantly stay ahead of customers' expectations, changing technology, increasing your pipeline of change.
Secondly, and above the changing customer expectations, is talent. I think that's both in terms of retaining the talent that you have, and also acquiring new talent. For us, based in Bristol we've got a really good digital presence and we've got some really great people. I'm privileged to work with some really brilliant people in the digital space in my team today, but we do know as we go forward there's going to be other skills and capabilities that we need to acquire. We feel it's as important that we're seen as a digital leader inside and outside the catering hospitality industry.
"Talent retention is key."
How do we make people more aware of Nisbets, who Nisbets is, what we do and how they could grow their career if they actually came and joined Team Digital in Nisbets. It's a really exciting time for us but for me, firstly and foremostly it's all about our people. It's retaining the talent that we've got, and also it's how we acquire new talent so for me I'd have to probably put that as the single biggest challenge that we're certainly facing into and talking to colleagues across all sectors, I don’t think we're unique in saying that.
Image source: Nisbets Careers
I think a lot of a lot of retailers are facing into the same challenge. I think that the battleground of digital talent and how you keep that digital talent interested in your roadmap where you're going that they feel that they’re learning, that they're developing that they're driving value into your organisation is really, really key, as well as having a strong employer brand when it comes to digital presence.
Hence why the building we sit in we’ve called the Digital Hub. We're really serious that we want to be seen as the place to go to, to cut your teeth or for experienced people coming in to digital and help us on this journey. We're a 35-year young organisation with a brilliant opportunity in front of us, so for us talent acquisition or retention is key.
Q: How does Nisbets keep its customer experience levels consistent across the markets?
A: Nisbets is a global operation. We’ve got companies in all of the major European markets and we do have a presence within Australia and New Zealand. We've got Managing Directors who head up those regions and then we've got functions who really support the Managing Directors to drive the regional growth objectives.
What we find, more often than not, is that our customer needs are the same, they're not different. There might be nuances, but normally we can really start to leverage and share best practice... An idea might be created in Australia and conceived in Australia but we really encourage that we share best practice and we don't reinvent the wheel.
We're quite a lean operation. We don’t like excessive thinking, we like to act quickly and if someone's got a great idea it doesn’t matter where they are in the world, we’ll actually all get behind that and support it.
Q: What’s the best part about your role at Nisbets?
A: The best bit of my role at Nisbets is my team and the people that I work with. Whenever I can work with my team and I can get my hands dirty and actually go back to my roots, maybe campaign management or looking at multi-channel campaigns or helping the team solve a problem or a coaching conversation, they're the best bits of my job - it's got to be around the people. The people here at Nisbets make Nisbets what it is. It is a really family-orientated culture and long may that continue, but yeah for me the best bit of my job is the people that I work with and my team. I love them! I love my team!
A big thanks to Lynn for being a fantastic interviewee and sharing her invaluable insights and learnings from her career so far. Look out for our next chapter, and if you’d like to nominate anyone to be in the spotlight, please do so by emailing us
Behind the scenes of Digital Spotlight: Q&A with Lynn King, Nisbets