technologies that drive operational performance & retail associate behavior
TRANSCRIPT
Technologies that Drive Operational Performance and Associate BehaviorFMI Connect Retail Innovation & Technology Workshop
June 11, 2015
Quick Introductions
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Laura Dunn Nelson• VP of Business Development – Alchemy• 20+ years food industry expertise
Ric Agostini• VP of Client Services – Catalyst Awareness• 20+ years helping leading food retailers with communications
programs for loss prevention, safety and risk
Raj Shah• Chief Strategist - Alchemy• 25 years strategy and technology experience
Our Combined Client Experience
We impact the behavior of 2 million employees each month at 14,000 + locations
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Front-line Associate Engagement is Key
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Safety (Food & Workplace)
Productivity
Customer Satisfaction
Loss Prevention
Associate engagement drives behaviors that impact…
Millennials: the Main Talent Source for Retailers
5Source: Deloitte Digital Democracy Survey, 9th edition
But only 31% of Employees are Actively Engaged…
6Source: Gallup.com January 28, 2015 Employee Engagement Study
Engaged32%
Not Engaged51%
Actively Dis-engaged
18%
U.S. Employee Engagement, 2014
Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace.
…and Millennials are the LEAST Engaged
7Source: Gallup.com January 28, 2015 Employee Engagement Study
Millennials Gen X Baby Boomers Matures0
10
20
30
40
50
60
70
80
Unengaged Workers by Age Segment (in %)
Millennials are Even Harder to Engage
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•“Digital Natives”- Don’t know world without smartphones/tablets- Live in 6-10+ screen households
•8-second attention spans - Burst vs. sustained- Different stimuli needed
•Learn through “Experiences,” not books/manuals- Want to know “why,” not just “what”
Attention Spans are Declining
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12.5 seconds
8.25 seconds9 seconds
2000 2015
Source: National Center Biotechnology Information April, 2015
Millennials Learn Through Experiences
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Millennial Characteristics Learning Mechanism
• Multimedia (Audio/video/kinetic)• Multi-device (smartphone, tablet, laptop)
Competitive
Collaborative • Social media & group learning (vs individual study)
• Real time feedback/scoringImmediate
• Benchmarking to peers
Interactive
Three Critical Associate Engagement Gaps
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1The Two-Way
CommunicationsGap
3The Experiential
LearningGap
2The 8-Second
Attention SpanGap
Three Critical Associate Engagement Gaps
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1The Two-Way
CommunicationsGap
3The Experiential
LearningGap
2The 8-Second
Attention SpanGap
Traditional Vehicles Provide One-Way Communications
• Message Boards• Posters• Leadership Binders• Manager Flipcharts• Manager Coaching Cards• Banners• Incentives
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Bridging Two-way Communications Gap with Social Media
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Confidential and Proprietary
Bridging Two-Way Communications with Knowledge Sharing and Newsfeeds
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Associate Engagement Growth
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May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-150
2,000
4,000
6,000
8,000
10,000
12,000
14,000
16,000
18,000
3,529 3,8814,474
5,1015,755
6,646
8,353
9,848
11,854
13,473
15,015
16,532
Number of Questions per Month
Three Critical Associate Engagement Gaps
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1The Two-Way
CommunicationsGap
3The Experiential
LearningGap
2The 8-Second
Attention SpanGap
Bridging 8-Second Attention Gap: Live Digital Signs at C&S Wholesale
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Bridging 8-Second Attention Gap: Live Digital Signs at Large Restaurant Chain
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Three Critical Associate Engagement Gaps
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1The Two-Way
CommunicationsGap
3The Experiential
LearningGap
2The 8-Second
Attention SpanGap
Confidential and Proprietary
Overcoming Experiential Learning Gap: elearning at Weis Markets
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• Bring communications to life with highly engaging animations, content, and learning reinforcement exercises
• Investment of 5 – 7 minutes each month per Associate
• Participation and comprehension reporting
• Reach of over 14,000 Associates each month
• Foundational change at Weis, that has lead to many opportunities
Weis Markets Results
F O O D SA F E T Y
fewer WC
reduction in failed state inspections
45%
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SA F E T Y A S S E T P R OT EC T I O N
258fewer GL 59Bottom line2M
Shoplifting Prevention48%
Increase in Operational Recoveries
79%
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Overcoming Experiential Learning Gap: Using Gamification in Training
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Confidential and Proprietary
Overcoming Experiential Learning Gap: Using Gamification in Training
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Confidential and Proprietary
Gamification : Real-time Leaderboard Use Case
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34% increase in retention
61% no racetrack 82% with racetrack
Overcome “Experiential” Learning Gap: Augmented Reality
Augmented Reality • New Hire Orientation provides
Associates with on-the-floor, immersive,
real-time experiences
• Uses Tablet’s built in camera to interact by triggering markers at specific checkpoints
• Triggers launch enhanced 3D and CGI content placed over the live store image to illustrate the particular message in context, on location and in the Associates hands
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Three Critical Associate Engagement Gaps
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1The Two-Way
CommunicationsGap
3The Experiential
LearningGap
2The 8-Second
Attention SpanGap
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Q & A
How to Participate in Social Q&A
1.Click the “Ask” button to submit a question 2.You will be able to see the questions that
other attendees are asking
3.If you see a question that you want answered, you can up-vote it by clicking on the arrow on the left-hand side of the question
4.The most popular questions automatically rise to the top.
Laura Nelson [email protected] Agostini [email protected] Shah [email protected]
Presenters:
Thank You