What’s the secret sauce to loyal employees and customers? In today’s global environment, organizations are leveraging language learning programs to significantly increase employee and customer loyalty. Research shows that 64% of HR leaders saw increased employee engagement after including language training in their benefits, 79% of language learners felt more confident when doing work that required interaction of speakers of other languages, and 80% of employees say a company that offers language learning increases their satisfaction at work. In this webinar we’ll discuss: The benefits and application of language learning programs in industries including hospitality, healthcare, and foodservice How to achieve engagement, results, and ROI from your language learning program Stories from real Rosetta Stone clients

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Frequently
Asked
Ques0ons

5. Improving Employee
and Customer Loyalty
with Language
Training
June 12th, 2018
2:00 pm ET

6. 6
Today’s Speakers
q 20 years at Rosetta Stone in product
development and strategy
q Working with corporate and education
clients
q 7 patents and two masters degrees
q Develops and provides professional
development workshops
q Passionate about education & lifelong
learning
q Pursuing her Masters degree in
Instructional Design
q With Rosetta Stone since 2011
q Passionate about sales training,
onboarding, and employee
development
q Kansas State Fanatic
Chris Brotherson
Training and Development
Rosetta Stone
Jack Marmorstein
Principal, Product and Sales Strategy
Rosetta Stone
Melanie Rogers
Training Team Lead
Rosetta Stone

7. 7
q 12 years at Amgen
q Rosetta Stone administrator, global
regulatory affairs & safety
q Work in partnership with management
on the strategies and execution of
business development activities
(mergers, acquisitions, in/out licensing)
q Support the facilitation of department
and/or cross-functional projects and
process improvement initiatives
Vanessa Nortey
Business Performance Manager
Amgen

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I. The Loyalty Question; The
Relationship Answer
II. Employee Loyalty: Language
Training and Employee
Engagement
III. Customer Loyalty: Speaking the
Customer’s Language
IV. How to make language learning
happen in your organization –
hear from Amgen
V. Q&A
Agenda

9. I. Introduction: The
Loyalty Question;
The Relationship
Answer

10. 10
The Loyalty Dilemma
Employees CustomersAlignment
Congruence
Integrity

11. 11
Companies with
high engagement
scores had 2x the
customer loyalty
(repeat purchases,
recommendations
to friends) than
companies with
average
engagement levels
Loyalty is L&D’s Bottom Line Metric
Sears measured a 5
point improvement
in employee attitudes
drove a 1.3 point
improvement in
customer satisfaction,
which in turn drove a .
5% improvement
in revenue.
A study of 64
organizations revealed
that companies with
highly engaged
employees achieve 2x
the annual net income
of organizations whose
employees lag behind
on engagement.

12. Relationships
12
Research Question:
Q:
A:
What drives both employee and
customer loyalty?

13. 13
Communication and Organizational
Relationships
Interactions that
impact
communication can
drive loyalty on all
sides.
A shared language and
effective communication
are essential to growing a
loyalty culture.

14. 14
Language Instruction Facilitates a Commitment to
Employee Growth and Customer Service

15. Employee Loyalty:
The Language
Learning Loyalty
Link

16. 16
Language Drives Employee Loyalty
59% report they are more likely to
stay with their employer as a result
of their company investing in
language skills.

17. 17
English Training Boosts Employee
Confidence at Daimler

18. 18
Language is Key to PayPal’s Internal
Communication Strategy
q More than 200 Markets
q More than 148 million
accounts
q Facilitates a variety of financial
transactions in 26 currencies

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Retention: Where the relationship translates into $
One of our clients, Panda Restaurant
Group, was able to reduce employee
turnover by 19% using Rosetta Stone.
They were able to measure this because they defined KPIs
and goals up front with their implementation manager, and
they centralized
the program and had visibility into each
employee’s progress.

20. 20
How Panda Restaurant Group Reduced Employee
Turnover by 19%

21. 21
Hourly Employees are Difficult to Retain. Language
Training Helps.

22. Customer Loyalty:
The Language
Learning Loyalty
Link

23. 23

24. 24
Linking Language to Customer Loyalty
More than three in
five (63%) of
sales people can
now grow their
pipelines because
they can connect
with customers they
couldn’t
communicate with
before
73% of
consumers said
they are more likely
to buy a product if
they receive
information in their
native language
79% say they saw
an improvement in
customer relations
after offering
language training
for agents

25. 25
Driving Customer and Employee
Loyalty with Language Training
What our Clients are saying

26. 26
Rosetta Stone works with sports
organizations, including the
Minnesota Twins and WWE, to
help players connect to their fan
base.
Employee Engagement = Customer Engagement

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How the Hospitality Industry Links Language to Loyalty
q More than 6400 properties
q More than 126 countries
q More than 30,000 employees
have used the program
Language Learning Goals:
q Connect with Guests
q Collaboration among
Associates
q Support Professional Growth
“Marriott International has one of the most
diverse workforces in corporate America,
and we are deeply committed to developing
strategies that equip our employees with the
skills and confidence they need to be
successful. In this internationally connected
world, language skills are obviously a critical
component of that success.” –Andy Chavez,
Marriott

28. 28
q More than 700 properties
q More than 50 countries
Language Learning Goals:
q Drive Employee Loyalty
q Improve Communication in
Global Call Centers
q Improve Guest Relations
“Employees feel more favorable about Hyatt. Even if they don't
participate, they can say Hyatt has a free language training program.
It's a nice perk we offer, that reflects well on the company.“ –Doug
Hayko, Assistant Director of L&D at Hyatt

29. Make it Happen!

30. 30
Implementation Training
• Training for administrators
• Goal Setting
• Organizing your site
• Reporting capabilities
• Learner Outreach
• Training for Learners
• Orientation

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Keep Learners Engaged
• Goal-Setting
• Communication
• Social Media
• Celebrations
• Cultural Activities
• Recognition
• Rewards
Beyond Initial Implementation

32. 32
• Rosetta Stone Client
• Biotechnology innovator since 1980
• Presence in 100 countries worldwide
• Rosetta Stone helps staff improve
cross- border communications,
providing a competitive advantage
during Amgen’s rapid global
expansion
How Amgen Drives Employee Engagement

33. 33
How Amgen Drives Employee Engagement
Commercial
R&D
Manufacturing
A biotechnology innovator since 1980, Amgen has a presence in
approximately 100 countries worldwide, and innovative medicines have
reached millions of patients in the fight against serious illnesses

34. 34
Global Regulatory Affairs & Safety (GRAAS) is committed
to providing an environment where staff can develop new
communication skills by learning a new language
How Amgen Drives Employee Engagement

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How Amgen Drives Employee Engagement
• Rosetta Stone helps our staff
improve cross-border
communications—providing
GRAAS a competitive advantage
during Amgen’s rapid global
expansion
• Licenses are offered to full-time or
part-time employees meeting the
following criteria:
- 1st priority is based on job responsibility goals
- 2nd priority is based on professional and individual
development goals

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Learner Engagement Challenges at Amgen
Learner’s Challenges
• Competing priorities
– Pressure imposed by administrator to
remain active
Administrator’s Challenges
• Monitoring learner usage
reports on a weekly basis
• Conducting language
assessments for learners prior
to program initiation
• Enforcing learner goal-setting to
reach milestones
• Waiting list (licenses are issued
on a first-come, first-serve
basis)

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Tactics to Drive Engagement with Rosetta Stone
For Prospective Learners
• Articles published in
department’s newsletter
• Intranet
• Social Mixers
• Photo Opportunities
• Giveaways
• Poster Fairs
For Current Learners
• Welcome email program
• Orientation
• Quarterly Newsletter
• Contests
• Email reminders to
avoid the risk of
deactivation
• Ambassador Program
• Annual Survey
• Program Completion
Recognition

38. 38
Q&A

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