Getting new stores (and hires) up to speed in Queensland
Training | Success stories
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Feb 5th, 2024
There’s plenty of metrics that matter in retail. Aside from financials, what would you consider the “North Star”? For BWS, Australia’s largest alcohol retailer with over 1,600 stores, it’s “Voice of Customer” – their internal set of customer experience scores.
Meet Mike Smith, a BWS Area Manager in Queensland, for QLD 10. Mike is proud of his area’s VOC scores, and for good reason: QLD 10 is equal first in the state, and equal second nationally (out of 43 areas).
Alongside consistently high VOC scores, Mike’s area also boasts incredible training engagement on Small Batch Learning – 92% of store team members in QLD 10 have signed up to the platform. For non-mandated training, those figures are industry-leading – bravo!
Naturally, Mike wants to protect both…
"Small Batch Learning is helping us deliver a consistent retail offer across my area"
Achieving such near-blanket engagement has meant Mike pushing all new stores and new team members to sign up to Small Batch Learning. In turn, our bite-size, fluff-free training format gets even inexperienced colleagues from 0 to 1 quickly, and ready to face customers with confidence.
"Small Batch Learning is exactly as the title suggests: quick, easy to understand and relevant,” says Mike.
For new stores, our retail-focused beverage courses and sales-optimised product training has led to upticks in one of the key VOC metrics in particular, “Knowledge of Team”.
“For stores that have just started to jump onto the platform, it's improving their team's performance with customers – up to a 3-point jump in their overall Voice of Customer, and a 2-point lift for Knowledge of Team,” explains Mike.
The benefit is twofold – new team members and new stores hit the ground running, and shoppers are less likely to suffer a game of service lottery. Outcome? None of Mike’s stores lag when it comes to standards of service, and QLD 10 maintains its stellar CX scores.
“Not only do our teams find the Small Batch Learning experience and content engaging,” says Mike, “but it's helping us deliver a consistent retail offer across my area."