Top training and development pressures for retailers:
- expectation of highly knowledgeable associate
- lack of key skills in the marketplace
- high employee turnover
- decreased employee engagement levels
Top workforce training and development related actions for retailers:
- provide formalised training process as part of on-boarding process
- more closely link learning programs to business goals
- identify and document best-practice consumer-facing strategies
- diversify learning options (delivery methods, topics)
Top organisation and process management capabilities:
- support and buy-in from senior management regarding importance of workforce management training
- HR collaborates with the line of business managers to understand business success criteria
- establish regular budgetary line-item dedicated to training
- learning initiatives / programs are promoted to store-level managers
- regular monitoring of customer satisfaction levels
- regular monitoring of employee satisfaction levels
- core competencies required for each job and career path are defined
- regular monitoring of employee skill level in front of customers
Top retail training and development enablers:
- off the shelf courseware libraries
- e-learning tools
- learning management system
- skills assessments / tools that perform skills gap analysis
Recommendations:
- rely on training and development efforts for regulatory requirement compliance
- establish training benchmarks organisation-wide to ensure consistency, compliance, and a unified customer presentation
- build a cross-channel training strategy to ensure high levels of service for all customer interaction points
- provide mobile learning tools to associates for continual, on-the-go training and development
