Key elements of modern learning
The most progressive retailers are now revisiting their training programs with a fresh eye toward modernization. Top retailers are constructing learning and development around three modern learning pillars:
Situational and scenario-based learning
When learners are able to situate their learning within a familiar work environment—for instance, by seeing familiar pictures of their workplace—they’re able to tap into existing mental models and directly understand how their learning applies to their everyday work. Immediate application of training in real-life retail scenarios can minimize bad consumer experiences. Some retailers are beginning to experiment with virtual reality to deliver this kind of training on topics such like management and customer service, supplementing more traditional methods.
Bite-sized content and microlearning
Progressive retailers put the focus on short digestible modules of content and different types of media such as video, infographics, and gamification to reinforce learning principles. Today’s employees want to be able to consume engaging, “just-in-time” pieces of learning content at the point of need. This ability is particularly useful in a customer support setting. PwC’s Total Retail 2017 study revealed that 78% of consumers rate “sales associates with a deep knowledge of the product range” as the most important factor when it comes to the in-store shopping experience.
Learning self-discovery and easily accessible and searchable assets
According to Deloitte’s 2016 Retail Talent Disrupted report, in order for retailers to develop a workforce that can overcome the unparalleled challenges facing the retail industry, they should enhance opportunity for skill development by making employee learning a continuous, self-directed process where employees can access the content they need when they need it, rather than an episodic event. Via a learning experience platform, employees can easily create and curate content or quickly find learning content in the moment of need. This ability to personalize and contextualize learning improves retention.