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Technologies that Drive Operational Performance & Retail Associate Behavior

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From Food Marketing Institute's (FMI) Connect 2015 this deck was presented as a part of the retail innovation and technology workshop.

Published in: Retail
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Technologies that Drive Operational Performance & Retail Associate Behavior

  1. 1. Technologies that Drive Operational Performance and Associate Behavior FMI Connect Retail Innovation & Technology Workshop June 11, 2015
  2. 2. Quick Introductions 2 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
  3. 3. Our Combined Client Experience We impact the behavior of 2 million employees each month at 14,000 + locations 3
  4. 4. Front-line Associate Engagement is Key 4 Safety (Food & Workplace) Productivity Customer Satisfaction Loss Prevention Associate engagement drives behaviors that impact…
  5. 5. Millennials: the Main Talent Source for Retailers 5Source: Deloitte Digital Democracy Survey, 9th edition
  6. 6. But only 31% of Employees are Actively Engaged… 6Source: Gallup.com January 28, 2015 Employee Engagement Study Engaged 31% Not Engaged 51% Actively Disengaged 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.
  7. 7. …and Millennials are the LEAST Engaged 7Source: Gallup.com January 28, 2015 Employee Engagement Study 0 10 20 30 40 50 60 70 80 Millennials Gen X Baby Boomers Matures Unengaged Workers by Age Segment (in %)
  8. 8. Millennials are Even Harder to Engage 8 •“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”
  9. 9. Attention Spans are Declining 9 12.5 seconds 8.25 seconds 9 seconds 2000 2015 Source: National Center Biotechnology Information April, 2015
  10. 10. Millennials Learn Through Experiences 10 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
  11. 11. Three Critical Associate Engagement Gaps 11 1 The Two-Way Communications Gap 3 The Experiential Learning Gap 2 The 8-Second Attention Span Gap
  12. 12. Three Critical Associate Engagement Gaps 12 1 The Two-Way Communications Gap 3 The Experiential Learning Gap 2 The 8-Second Attention Span Gap
  13. 13. Traditional Vehicles Provide One-Way Communications • Message Boards •Posters • Leadership Binders • Manager Flipcharts •Manager Coaching Cards • Banners • Incentives 13
  14. 14. Bridging Two-way Communications Gap with Social Media 14
  15. 15. Bridging Two-Way Communications with Knowledge Sharing and Newsfeeds 15Confidential and Proprietary
  16. 16. Associate Engagement Growth 16 3,529 3,881 4,474 5,101 5,755 6,646 8,353 9,848 11,854 13,473 15,015 16,532 0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 18,000 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 Number of Questions per Month
  17. 17. Three Critical Associate Engagement Gaps 17 1 The Two-Way Communications Gap 3 The Experiential Learning Gap 2 The 8-Second Attention Span Gap
  18. 18. Bridging 8-Second Attention Gap: Live Digital Signs at C&S Wholesale 20
  19. 19. Bridging 8-Second Attention Gap: Live Digital Signs at Large Restaurant Chain 19
  20. 20. Three Critical Associate Engagement Gaps 20 1 The Two-Way Communications Gap 3 The Experiential Learning Gap 2 The 8-Second Attention Span Gap
  21. 21. Overcoming Experiential Learning Gap: elearning at Weis Markets 21Confidential and Proprietary • 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
  22. 22. Weis Markets Results FOOD SAFETY fewer WC reduction in failed state inspections 45% 22 SAFETY ASSET PROTECTION 258 fewer GL59 Bottom line2M Shoplifting Prevention 48% Increase in Operational Recoveries 79%
  23. 23. 23
  24. 24. Overcoming Experiential Learning Gap: Using Gamification in Training 24
  25. 25. Overcoming Experiential Learning Gap: Using Gamification in Training 25Confidential and Proprietary
  26. 26. Gamification : Real-time Leaderboard Use Case 26Confidential and Proprietary 61% no racetrack 82% with racetrack
  27. 27. 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 27
  28. 28. Three Critical Associate Engagement Gaps 28 1 The Two-Way Communications Gap 3 The Experiential Learning Gap 2 The 8-Second Attention Span Gap
  29. 29. 29 Q & A
  30. 30. 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.
  31. 31. Laura Nelson laura.nelson@alchemysystems.com Ric Agostini ric@catalystawareness.com Raj Shah raj.shah@alchemysystems.com Presenters: Thank You

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