Interactive Video for National Retailer

The Challenge

Enhancing Customer Experiences Through Empathy

Facing evolving retail dynamics and the need for consistent, high-quality customer experiences across all locations, this leading national retail chain recognized the limitations of its original training program, initially designed for store leadership and delivered through in-person sessions. Given the geographical spread of its stores, there was a clear need to expand and adapt this training to ensure all employees had access to the material. The purpose of this award winning training was to ensure all employees could effectively engage with customers and understand the importance of showing empathy.

The Solution

The national retail chain embarked on a digital transformation of its training methodologies, moving beyond traditional in-person sessions to developing a video-based training course tailored to enhance customer interactions across all employee levels. The course featured interactive video modules that simulated real-life customer scenarios, incorporated feedback mechanisms, and facilitated peer discussions, ensuring a comprehensive learning experience.

Key features of the interactive video course solution:

Microlearning

Integration into employees’ work routines for flexible, bite-sized learning applicable directly on the job.

Retention-focused training

High production quality and narrative driven content to engage employees and aid retention.

Service Excellence Strategies

A focus on listening skills, handling challenges, responding to feedback, and inclusive customer service behaviors

The Results

92% of team members, or approximately 60,000 learners, completed customer service training modules. Post-training feedback revealed:

  • 77% now view customers differently.
  • 86% feel more confident in engaging and assisting customers.
  • 81% engage more frequently with customers

According to the ACSI Retail and Consumer Shipping Study 2023-2024, customer satisfaction in the Retail Trade sector increased by 4%, reaching an ACSI score of 78.0. Notably, the national retail chain recorded a 7% increase in customer satisfaction, surpassing the grocery industry’s average increase of 4%.

Elevate L&D Strategies with Immersive, Interactive Video Experiences

Create authentic, relatable learning experiences with real-life scenarios that connect emotionally and deliver results with interactive videos.