Learning Pool Live 2019 - Customer Success - The Entertainer
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The document discusses the launch of a new customer success training program, including a teaser campaign and countdown to launch. It provides statistics on course completions since launch, with over 170,000 total completions and an average of 92 courses completed per person. Compliance training in GDPR and health and safety saw over 90% completion within a nominated month.
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Learning Pool Live 2019 - Customer Success - The Entertainer
- 9. Engagement Quality & Compliance Efficiency – Time & Money Wellbeing & investing in our people
- 10. Compliance - Auto-enrolled Courses Practical GDPR 94% completion in nominated month Health and Safety 92% completion in nominated month
- 11. Out Of Hours Training - Retail Old New
- 13. Out with the old…In with the new
- 14. How we launched
- 15. Our launch partners
- 16. What We Did Next…
- 17. Burning bright in 2019 Total Course Completions since Launch: 173,891 Total Course Completions 2019: 87,661 Average Courses per head: 92
Editor's Notes
- As soon as we knew we were launching The EnterTrainer in August 2017, we knew that we would be met with some cynicism, especially from our Retail teams They had become used to new systems being released in September, just before our busiest time of year, with words of encouragement like “It will make your life easier” ringing in their ears….the new systems rarely did. Anything launched from September onwards in retail is never going to get the training or attention it deserves; There will always be issues bedding in the new systems. Add to this that the end user is rarely consulted and most importantly, the “What’s in it for me?” question is almost never tackled. We knew we needed to do it better than anyone else had before us…
- We needed to get people excited and involve them – we didn’t want it to feel like it was another thing being done to them. Engagement was way more important than compliance – we needed to get them curious about the tool and its potential. We absolutely needed to land this for the long-term. Additional to this, we needed to reduce the complexity of a new IT system – sometimes easier said than done! So after a number of L&D Team brainstorming sessions involving an excessive number of post-it notes, flip chart pads and Sharpies – we planned out campaign. We knew if we were excited about it then the teams would be. So what did we do?
- We started with a teaser campaign and encouraged our teams to post pictures on a free photo-sharing app of them getting excited using the hashtag #Entertrainme. The posts got more creative as the weeks went on It’s the most we’ve seen the office engaged in something new – EVER!
- We added a countdown clock to our Intranet - a tool our store teams use every day – to act as an ever-present reminder that The EnterTrainer was coming… It was also vital for us to get the field team involved – especially the senior field team! Not only did we need their help to drive engagement, we also needed to show the field team that this was for them as much as anyone else – as Jaime, Rachel and I can testify, those of us in the field have been known to use the hashtag #ForgottenInTheField At the office we had a suite of teaser posters that went up in lifts, the stairwells and even in the toilets – places where you have nothing else to do but read the poster in front of you! All in all, you couldn’t escape from the launch of The EnterTrainer and feel compelled to get involved
- Wellbeing is an ongoing focus at The Entertainer, so it made sense to tie that in to our launch. Learning Pool had written a great healthy lifestyles course and we used this to provide our teams with their first opportunity to earn a digital badge. There was also a Launch Quiz on the site and Jaime and I created a Loom video detailing the competition – Who knew it could take so long to create a 90 second video!! 1st prize was a Fit Bit and there were numerous runner up prizes of EnterTrainer branded travel mugs & goody bundles
- Each store received a goody box with: Post Cards for each team member with The EnterTrainer Log in details A poster with tips for sharing their EnterTrainer success stories A guide on how to save and use the platform on their smartphones and tablets Branded Slinky's for everyone Sweets Details about the launch competition In the office, we resorted to bribary. To quote the film The Field of Dreams Quote – “Build it and they will come…” Well, in our office “Give them cake and they will leave their desks!” So we had branded cakes… On launch morning, a crack team of L&D ninjas put a postcard and slinky on each desk and work station in the office and in the warehouse We had balloons all round the building and held an event in the Classroom at our Head Office to show them how to logon, introduce them to the site and tell them about the launch competition We walked them through the site and showed them how to create short cuts and also what was coming soon… We were also supported by supported by our LMS Provider Learning Pool who also contributed the king of give a ways – little green stress men!
- And of course not forgetting our field teams… We arranged for their goodie boxes to be delivered at home They included a branded travel mug to use on the road, as well as all the information the stores and office got and of course some sweets Even our COO shared his 1st certificate on the photo app!
- The EnterTrainer has allowed us to drive and measure engagement, save time and money, invest in our people and their wellbeing, and deliver a better quality of blended learning whilst ensuring compliance in certain key areas.
- Promise me you won’t nod off whilst I talk compliance for 30 seconds. We’ve always been conscious that we want to avoid creating ‘hostages to learning’; however, we have been able to use auto-enrolment to manage compliance, alongside clearly communicated deadlines and sharing live completion stats with Line Managers to help them drive engagement. Whereas previous compliance tracking relied upon accurate and honest data recording by each Line Manager, The EnterTrainer has allowed us to ensure the integrity of compliance. So, where there are legal ramifications for non-compliance (GDPR, Health & Safety, Consumer Law etc.), we’ve been able to drive an improvement in both accuracy and integrity – whilst ensuring that critical knowledge is disseminated. Right, I promise I won’t bring up GDPR again…
- £20000 Saving Blended learning sessions, driven by EnterTrainer course Ring-fenced, paid learning time Move to 4 quarterly, 2 hour sessions from 10 monthly, 1 hour sessions = fewer, longer sessions, reduced need for staff to come back to work for 1 hour (cost of travel etc.) investing in work/life balance and employee wellbeing Consciencous business – accessible learning, dyslexia etc.
- Possibly the biggest change the EnterTrainer has allowed us to make is to our Modular Training Scheme. 10 Modules in total (5 for Sales Assistants, 5 for Supervisors) 8 of the Modules come with a pay increase upon completion
- Paper-based Relied on the varied application of Line Manager’s knowledge and understanding of processes. Difficult to manage quality Annual cost of £9500 – Assessing and printing £9500 saved 100% increase in passes Robust assessment process and criteria – including a 40 question multiple choice assessment Engagement from SMEs Consistent messages being delivered about all key policies and processes
- The long-awaited relaunch of the Aim Higher Module Programme required a little bit of razzle-dazzle. So, we cancelled Valentine’s Day and, in its place, February 14th became Love Your Modules Day. Encouraged our teams to share their instore Love Your Modules Day activity with photos via a photo-sharing app. There was also a launch video and a competition linked to it. As we had ‘Refreshed’ our Modules – the prize was a box of the confectionary classic – Refreshers! All of this effort has been born out in the numbers. Year to date, we have seen a 100% increase in Modules completed against a relatively small increase in number of eligible heads of 11%.
- Oh…. And we also had some help from these guys
- More Campaigns! Albeit much smaller ones… Christmas Countdown – Product Advent Calendar Autism Week – Series of courses Mental Health Awareness Month Learning at Work Week - LearnFest The Power Ranger have also took over the site for a month last year
- Since our August 2017 Launch, we’ve had an incredible 173891 course completions across the business. In 2019 alone, we’ve seen 87661 course completions. Our top learners have completed over 300 courses and we are regularly seeing over 400 unique daily logins. We’re enormously proud of The EnterTrainer and the way it is allowing us to enhance our offering to all our learners.