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Workforce Training and Development: Customer-Centric Productivity for Retailers
Aberdeen Group, April 2011, Pages: 13
Between January and March 2011, Aberdeen surveyed over 100 retailers (76 were included in the final analysis) regarding their use of advanced workforce training and development strategies to optimize the associate-consumer interaction. Results indicate that more than half of these retailers are investing in formalized training and development programs as part of the on-boarding process (55%), and 31% are closely linking these formalized programs to business goals for optimal store sales. The top motivator for this increased investment is the rising consumer expectation of a highly knowledgeable store associate (64%). This analyst insight will examine how retailers are taking advantage of formal advanced learning techniques to increase employee productivity and revenue, help build a loyal consumer base, and decrease expenses in the process.
Key report benefits:
- Ensure a Unified Customer Presentation
- Improve Customer Service
- Provide Mobile Learning Tools
Aberdeen defines retail workforce training and development as the ability to train, assess and improve the performance of employees to:
1) provide a highly informative, pleasant and potentially profitable consumer shopping experience
2) decrease store-level labor churn, leading to decreased on-boarding cost, and
3) ensure compliance with all internal and external regulated training requirements
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