Belgium

Eddy Duquenne, CEO, Kinepolis Group

When Eddy Duquenne took the helm of Kinepolis in 2008, the once-thriving cinema chain was struggling. He immediately started to make changes, putting the customer at the heart of every decision. Today, Kinepolis sells about 20% fewer tickets than it did 11 years ago, but the company makes 25% more revenue. The key was learning how to better understand the customer experience and thereby increase revenue per visitor.

Eddy transformed Kinepolis from a top-down to a bottom-up organization by giving floor managers — those who are closest to the customer — a voice in the company. He introduced management reporting that was heavily based on simple KPIs around revenues, costs, and customer and employee satisfaction, and he added a bonus program.

He also embarked on a strategy of external growth with a successful series of acquisitions. Most recently, Kinepolis consolidated its North American presence with the purchase of US movie theater group MJR. Kinepolis now operates 111 complexes in Europe, Canada and the United States, totaling 1,079 screens and almost 200,000 seats.

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