Study: Retail Associates Want to Be Trained Via On-demand Video

10/9/2013
Retail industry research from Qumu reveals that 94 percent of retail store associates recognize the benefit of receiving video training, suggesting video is a communication medium ripe for retailers to embrace. The research also indicates that 51 percent of retail store employees feel disconnected from their wider company strategy and direction.

Training is a key issue for retailers, who operate in an industry that traditionally experiences high staff turnover and relies heavily on front line staff to deliver an engaging and positive customer experience – something that directly impacts on customer loyalty and sales performance.

In terms of how training is currently being delivered, research revealed that:
  • 61 percent of store associates are receiving training primarily from a supervisor, despite the cost, time and resources involved
  • Over 35 percent of respondents received no formal training
  • 28 percent were asked to read a manual or handbook
Store associates surveyed outlined a wide range of benefits to receiving training by video-on-demand, as opposed to current training methods being employed. The primary benefits outlined were:
  • Receiving training at a time and location of convenience and when most effective (57 percent)
  • Increased sales performance (49 percent) and a better customer experience (44 percent)
  • Better staff retention (47 percent)
Communication from senior management was seen to offer a number of benefits. Retail employees are looking for improved executive communication to provide them with:
  • A greater understanding of company strategy (57 percent)
  • More connectedness to the company community (47 percent)
  • Understanding of activity in other stores (46 percent)

Qumu's research surveyed store associates in the United Kingdom and United States in order to reveal how training is currently being delivered and what benefits would be realized by retailers utilizing video technology.

Full retail research findings click here.

 
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