Digital transformation has made it easier for retail stores to communicate effectively with customers. However, this advancement has also created a challenge- the knowledge gap for frontline employees.
According to a recent study, close to 40% of frontline employees in retail stores do not receive any formal training. And over 25% of those that do complain that it is not engaging and ineffective.
This confirms fears that industry experts have previously warned about. And unless retail stores embrace integrated learning and training software these challenges will continue impacting their operations adversely:
Disconnect Between Corporate Leaders and Frontline Employees
Top managers and leaders in retail spend hours working on customer experience and brand image. But unless frontline workers are offered adequate support and training, the status quo will remain- high turnover and low productivity.
High Cost Of Replacing High Performing Frontline Employees
As you already know, the turnover rate in retail stores falls between 60% and 70%. And the lack of training is one of the main reasons why these employees quit. But the cost of replacing frontline employees is extremely high as compared to other workers. And this is why.
Retail companies must first recruit, onboard, and then train. During this period, your customer satisfaction rating is more likely to be affected since customers will be interacting with inadequately prepared employees.
So rather than taking such a huge risk, it pays to do whatever it takes to retain high performing frontline employees and focus on getting new employees to competency quicker. And that begins with offering training on mobile-based training software. Wondering why? Read on.
Widely Used Technology Today
Nearly 80% of the employees in retail stores today are from generation X, Y, and Z. They're known to have high expectations for the type of technology used at work.
Studies show that companies that rely on clunky technology lose these employees because they feel frustrated. And since over 90% of the US workforce own smartphones, it goes without saying that it is the right technology to offer training to frontline employees.
Companies that are using it already say their employees can access learning material everywhere since they carry their mobile devices wherever they go. And that's not all, it also…
Makes Training Effective and Engaging
As mentioned earlier, the few employees who receive training say it is not engaging and effective. That means companies are losing thousands of dollars in lost time and productivity.
With mobile training software, this will be a thing of the past. This is because it makes training less classroom-oriented and more interactive and self-directed. It also makes it less pen and paper and more videos and apps.
Retail stores that have embraced this change have seen tremendous improvements. For example, Walmart, Starbucks, and Taco Bell have reported lower turnover and increased customer retention since using technology to train employees.
Communicate Effectively with Your Frontline Workers
Communicating with frontline employees have also been a thorn in the flesh for retail managers. This is because these employees are highly mobile and don't have access to corporate emails. But what if you could train employees and solve this challenge using the same solution?
Robust training software like PlayerLync allows you to train your frontline workers using mobile devices and at the same time allows you to communicate with them effectively and efficiently. It even allows you to ask for feedback, push notifications, and engage with each member of the team.
PlayerLync's team invests time and resources to develop solutions tailored to suit your needs. To find out how please read our whitepaper: The State Of Communications For Frontline Employees.