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Few industries have felt the impact of technological disruption like retail. Technology is radically changing the way and speed at which we work, and the entire retail market is experiencing unprecedented upheaval. From new online competitors to changing consumer expectations, increasingly demanding customers, decentralised management and high employee turnover, many challenges are forcing retailers to rethink their business models and their approach to employee learning and development.

THE CASE FOR FLEXIBLE LEARNING TECHNOLOGY IN RETAIL

eLearning designer, Halfords

Retailers have the second-highest employee turnover rate across industries at 13% per year.1

Over a quarter of employees working in the retail sector in the UK are considering a job change or have changed jobs in the past 12 months as a result of a poor working environment.3

13%PER YEAR

FAST FACTS

OVER A QUARTER

The average cost to find, hire and train a replacement fora $10/hour retail employeeis $3,200 USD.4

$3,200 USD

For hourly store employees in the US, employee turnover has been estimated to be as high as 65%.2

17% of all US retail sales will be via e-commerce by 2022. This requires thestaff to have a completely new skillset.5

17%

67%

The Towards Maturity retail sector report identifies some additional barriersspecific to the learning of retail employees.6 Of the retailers surveyed:

To overcome these challenges, retailers need to embrace a more modern learning experience.

So which retailers equip their staff members with the needed knowledgeand skills cost effectively, without interrupting their busy schedules?

84% 74% 68% 58%68%

HIGHLY ENGAGED EMPLOYEESEngaged employees generate 20% more in sales and 21% more in profitability than their disengaged colleagues.8

BETTER ASSOCIATES

84% say unreliable IT infrastructure, low bandwidth or other technical factors restrict learning opportunities.

74% find the cost of setup, development and maintenance prohibitively expensive.

68% also find that L&D staff lack the skillsto implement and manage e-learning.

58% say that staffhave insufficient access to computers for e-learning tobe worthwhile.

68% struggle with alack of skills among employees to manage their own learning.

LEARNING CULTUREBusinesses with a strong learning culture have 30% to 50% higher engagement and retention in the UK.10

SOCIALMEDIA TOOLSThe use of social media tools is not yetpart of the retail culture. Just 15% of retailers understand how learners are using social media to share ideas outside of L&D.12

ADOPTING TECHNOLOGY-ENABLED LEARNINGAs a result of adopting technology-enabled learning, retailers are improving revenue, productivity and behavioural change amongst employees.13

APPRAISALRetailers are lagging behind in giving learners clear information about opportunities. Employees in other sectors are twice as likely to have an appraisal discussion about their development.11

SAVING£1 MILLIONA YEARBritish supermarket retailer Tescosaves £1 million a year on trainingwith their easy-to-use learning platform.14

Samsung created a best-in-class extended-enterprise online training platform, targeted at retailer andoperator staff selling Samsung products.They boosted course completions by 181% with their multi-device platform.15

Swiss luxury fashion companyBally offered personalised,localised learning to engage 86%of its workforce in five months.19

Nobia UK reduces new starters' time to competency by 67% with Totara Learn.18

Better associates create a better experience. 78% of consumers rate ‘sales associates with a deep knowledge of the product range’ as the most important factor for the in-store shopping experience.7

CROSS-TRAINRetailers that cross-train their sales leaders regularly generate 10 to 15% higher revenue and as much as 20% higher engagement scores.9

181%

Smyths Toys onboards 2,000 seasonal employees a year with their engaging learning platform.17

GNC’s travel costs and other costs associatedwith traditional classroom training have been completely eliminated and employees nowcan access training materials from anywhere.20

Dutch kitchen retailer DMG cut training days by 80% with their new learning platform. Instead of 30 classroom training days, they now only need to organise six days, so their new employees can spend 24 days more in the store.21

Shimano’s learning platform conveys the high quality of their products with a custom design, featuring 250 courses in 13 languages. To date, there have been almost 170,000 course completions and more than 5,000 badges have been awarded.22Multinational retail franchise operator

Alshaya’s learning management system currently has over 35,000 users and sees around 500 new LMS registrations every day.23

FEATURING:250 COURSES IN13 LANGUAGES

PepsiCo, the second largest foodand beverage business in the world, halved induction days and doubled the number of courses run in a year for their salespeople with their flexible learning platform.16

86%

1 Staffing Industry Analysts, 2018.2 Korn Ferry Hay Group, 2016.3 Retail Gazette, ‘Why does retail have

such a high employee turnover rate?’, 2016.4 Tellermate, 'Employee retention in retail is

more important than ever', 2018.5 Forrester Data, ‘Online Retail Forecast’, 2017.6 Towards Maturity, ‘Embracing Change

in Retail Businesses’, 2016.7 PWC, ‘Total Retail’, 2017.8 Forbes, 'Five Steps To Drive Employee

Engagement And Business Growth', 2018.9 Deloitte, ‘Deloitte Review Issue 16’, 2015.

10 Robert Half, ‘Employers fear 4.5m workers could be on the move this year’, 2018.

11 Towards Maturity, ‘Embracing Changein Retail Businesses’, 2016.

12 Towards Maturity, ‘Embracing Changein Retail Businesses’, 2016.

13 Towards Maturity, ‘Retail SectorBenchmark Report’, 2015.

14 Tesco Case Study, 2015.15 Samsung Case Study, 2016.16 PepsiCo Case Study, 2017.17 Smyth Toys Case Study, 2017.18 Nobia UK Case Study, 2017.19 Bally Case Study, 2016.20 GNC Case Study, 2015.21 DMG Case Study, 2016.22 Shimano Case Study, 2018.23 Alshaya Case Study, 2018.