YouSaid · the spoken record

Ron Johnson

lines on the record: 164
first: 2017-03-06
most recent: 2017-03-06
sittings or episodes: 1
sources: podcast

Every line below is reproduced as it was said and linked to the record it came from. Nothing here is summarised or generated. Directory · Search · Corrections

“No, no, no. I just think right now I just want to. I just want to learn and do it well with electronics. Electronics. You know, the whole connected home is a wonderful dream. It'd be great. But it's hard. Most people don't know how to do it.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Just like Uber, we get feedback from every customer what their grades are, what they thought of the person, and they always mention by names.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“And we've got unbelievable NPS. We have the highest NPS ever measured. What is NPS? A net promoter score where customers tell you, give you right? Oh, yes.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“So, really, you're a service business. We're a high touch experience. We're an experienced business. You know, we deliver experiences.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“So, how do I go direct? In theory, people all go to the manufacturer site to look at which product model do I want. Why not just take them right from the homepage to the customer's home? That's what we enable because we compete on today. We're faster than going to a store. You can get it from us faster. You can probably arrange to go to the store.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“You need to find it. And so, what are your options? You can open stores, but there are no stores that sell electronics but Best Buy. And they're expensive. So you got to find a good job.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Drums, 60%. Apple had 90% of the iPod. AT&T has 33% of the smartphone market. Apple has 40% of the smartphone. So if you represent the best. So you could go into these.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“So, when you talk about the idea of the Pony Express, that's an interesting concept that it's just that people want more. You do have, this can only be on high-end purchases, right? Or people want money.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“There's a big distinction. No one understands it. We're a smart last mile in a world of dumb lass. FedEx is the Pony Express, and it's dumb. I mean, today's World FedEx is small.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“I mean, all of them are basically disrupting delivery We are a personal commerce. We're delivering a person with the product to provide help”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“And so, if you're a premier company, you got to figure out how do I compete. Well, we're a lot cheaper than a physical store. You're always better off than going to the store, and by moving service from where you buy to where you use, you change the game.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“And they don't need it. But if you think about it, if you're a premier brand, think of Apple, they take pride in thinking it through the entire way from the manufacturing to the customer experience, the box to everything. Yeah, and they're not going to want the thud.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“But they're all working kind of not so good jobs. So if you've been working in an Apple store forever, it might be fun to make your neighborhood your store versus the physical store you work in.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Piece of cake. There are 20 million people in the Mobile County. More people who work in the mobile economy than work in stores.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“But then what's amazing are smart last mile starts to make money for the manufacturer because nobody returns anything when it's set up and working.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“We get a little, yeah. And what happens though, because it's so expensive to sell through a store because the store has to pay rent and depreciation all those people you're not busy We're a lot cheaper than a store.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“They're fascinating. And a navdi, you know, turn by turn. And Magic Leap's a big partner. I spend a lot of time down in Florida with Roni and the team, but they're not launching yet. But so we're trying to helping the greatest and the latest”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“We do Apple as a client on enjoy.com. We're not talking integration with them. But their partner, Sonas is a partner, DJI. And then we do all these cool startups like the June Oven. You might not”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“You don't get to talk to him about direct TV. So once every two years, you ought to take the time to have a conversation about everything new you can do on your phone. That's what you did in a store. That's what a smart last mile can do. So, there are certain products for which it's more important to deliver a person with the product than to just deliver a product. Think of Apple. They got all these services. That's their biggest growth segment. Wouldn't it be great to talk to them about Apple payloads sit in your kitchen and load all your credit cards?”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“They're a media company. They're trying to change how we watch television. Well, if they just ship a product online and it lands somewhere.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“No, but if you think of what's ATT's number one issue, what do they do? It's not about the phone. It's about the network and what you do on the phone. Like right now they bought Direct TV.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“ATT is our biggest partner. We're kind of working with them to reimagine how to buy a smartphone. Yes, you can order a smartphone from ATT.com and have it delivered today?”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Target Toys R Us because they didn't know how to do it. But that build a big business, and then eventually people came to Amazon.com.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“We have inventory, we have trained employees, and our employees are amazing. They're all employees. They're salaried benefit, they got stuck. But they have the freedom of on demand because if they're a 40-year employee, they just set their schedule to 40 hours. They set their own schedule Match them up with customers, so we're creating the first really great jobs of the mobile world. It's not a contractor, it's a real job.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, we're providing speed. So today you can order by noon and get it today. So we're fast. We're faster than Amazon. We're smarter than Amazon because we teach international.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“So we decided what if we could create the world's first smart last mile? If you think about it, a store was a last mile and you found trained people at times If you could deliver a really authorized trained person that could go through the door for free.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Product to the people. Right? So then I started to think about it. I said, but imagine in this world that's led by Amazon, which is Amazon's the world's largest convenience store. Got a broad assort Fair pricing, easy to shop, but in the old days premium products were never sold in a convenience store. How should the best products go to market? So I said, what if you create a team of employees that represented all of the best products, you know, Apple smartphones and Sonos music players and Eero Wi-Fi and DGI drones? And you took all the best, the leader of every category. He said, we're going to enable that company to go direct. You can go to their website and just say order from here at the same price as Amazon. And we'll hand deliver it and teach you how to use it for free.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“It is, and Best Buy takes an arm, a leg, a foot, a toe, and they want more every year. They're expensive. I can't get people to buy online. I said, just go directly to the customer. We're moving into a delivery word. Bring it to their house. From online, don't ship it to them, bring it to them and teach them how to use it. He said, That's a good idea. And he came back and said, too expensive. We don't sell enough to be able to afford to train people. I said, oh.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Really simple. A couple people I talk about like John McFarland from Sanos came to me and said, Ronnie goes, he wanted to meet and we hadn't met before. And he said, you know, how do I go to market? Stores don't work anymore. I'm in Target. It just sits there. Best Bite takes another. That's a hard time.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“And it's personalized and it's real. And they've got great people and you just feel a sense of authenticity. Where Starbucks is kind of like a factory Even though they don't like to think that, it kind of is.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Bottle. There's all kinds of coffee, but it's kind of fun. But to me, if I can add value Somehow my experience could apply, and”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“This is Jacob Javer, and it's Jacob. Jacob and stuff. And his dad, and they're wonderful people. Yeah, they are. I love helping that.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“I think it's probably just fun, right? Well, things that I could have impact. It's like Phil's. Phil's is this great coffee shop based on experience. The Apple store is based on experience. Right. Got to figure out how to expand.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, and so then I said, well, wait, even though I'm 56, you know, I got silver hair and I'm not your typical startup guy. I got a lot of wisdom. And so this idea came to my head, which became a joy. And I decided, let's go do it.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“They just want, you know, a lot of people, a lot of young leaders in the valley that would love mentors. And so people wanted me to say, hi, and I was happy to do it. So I would take about three meetings a day. At the most, because I wanted to take a break too. And I just go bounce up for an hour and talk to someone. And I discovered the energy, what I love is creating. I created the Apple stores. I had kind of helped reinvent Target. My strength is imagining, right? Right. But you are giving.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Brian Chesky at Airbnb. He's building a company. Can you give him some lessons? Right. Can you talk to Soundsa from Dropbox and Dropbox?”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Well, I started to get ten requests an hour. Can you meet with me? Can you meet with me? Blah, blah, blah. And I was kind of like, no, it was all these people, you know, VCs saying, hey, can you go talk to?”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“So I decided in spite of this last chapter that had been really tough, I look back. I was pretty blessed. I joined Target at the right time. I joined Apple at the right time, worked with great teams. I had a tough year and a half at pennies, but if you're blessed, be a blessing. So I decided I'll make myself available for a year. If anyone wants to talk to me about what I've learned, I'll do it.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“I was like. Donald Trump's press, but it was like that. People were pretty angry and. I was an idiot. I went from being the retail wander board of the world's worst CEO And so I'd see people and they'd look at me like, are you okay?”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“You're going to continue, that team's probably great. If you're going to fundamentally change your business strategy, you need a team that can implement that and who will embrace that. And so you probably would, but I'm not that kind of guy.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“I didn't want to do that. But I remember when I came back Sapphra Katz is a good friend, and Sapphra said so. How many of the leadership team did you keep? And I said, about all of them She owes mistake number one because honestly, it's not”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“But on hindsight, if we had gone slower, it would have been better. That was probably the big lesson. And the other one is you got to be careful who you work with. You know, Apple was great because people wore their opinions on the sleeve. You knew exactly what they thought. In some of these larger companies, people don't communicate very clearly. They care more about retaining their position. Then winning, so people would tell you they get it and they go along, but then they leave the meeting, they just Worry about that. He'll be gone soon And I had a lot of passive aggressive people on the team. Not being critical, they were trying to protect their jobs. But it was really hard. So the lesson is...”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“They would never change. And so sometimes you have to just say this is what we're doing. This is the path we're going. That's what Steve would do. He'd say, this is the direction we're going.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“I learned you've got a, well, one thing is take your time. I went way too fast, you know, in three months. We changed the pricing. And we didn't test any messaging, and we ran a really on hindsight, insulting television ad that got attention, but it kind of insulted. People who had shopped at the store and felt very loyal. You know, that was a big mistake. Why did you?”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Same thing here. You depromote for a year, then you start building back business with a new customer, a new experience. As we went through it, it became very clear employees didn't like it, investors didn't like it, the board was not comfortable. So after a year, I said, look, if you want to do a U-turn, the sooner you do it, the better. But I'm not going to do it because I don't believe in that old model. And the board accepted my resignation in April, you know, like 15 months after we did the transformation. I left. I learned a lot lessons. They went on”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Out of stores. And so they could transition to an e-commerce thing. But the big issue that happened there is, and this is what I learned, this is what Steve's instincts told him. Transformation is really hard. Apple in 2002 sales went down 38%. When we switched OS 10, but Steve understood you have to do that. Sometimes you have to go backwards. Have to go backwards to go forward, right?”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“It wasn't a problem. They were actually pretty good because they had had a catalog. For a lot of years, so they had people shopping”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“It this way in 2012 when I joined. The stock price was the same as it was in nineteen sixty one. They survive, but there wasn't much growth and value to the company, right?”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“You don't think that would work. And the board said, that seems like a good idea. And I said it's really hard though because that first year when we take off all promotions, our sales are going back. We're going to drop 15%. And we did. We went back. We dropped a little over 20. But it was clear from the moment we business got tough this was not a company up for a transformation.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT
“Well, they were gone. They were gone, but yeah. But it was smaller things like Bloomingdale's 60 stores. Nordstrom. There are others. But the traditional mainline department serves were three. And I just thought I had this belief that While they could, they had to find a way to appeal to a young customer. And to do that, you had to be bold. Young people don't like promotions. Young people shop at HM H&M and it's everyday low price. You just buy when you want. Every time's good, you need to have great merchandise. Like when I was at Target, when we went to everyday pricing, we got all these great new brands to come in. I said, let's just go modernize JCPenney.”
2017-03-06 · Decoder with Nilay Patel · Recode Decode: Ron Johnson, CEO, Enjoy · IDENTIFIED FROM THE TRANSCRIPT