鈥溞咝呤悠 did a great job providing really timely plug-and-play content through their Content Marketplace during COVID-19. That was really helpful for our teams to leverage when things were changing so rapidly.鈥
Lauren Hayes, Head of Global Learning, Foot Locker
Proactive partnership
helps Foot Locker continue
improving their training
experience
Foot Locker knew that getting impactful results from its Lace Up training solution, powered by 羞羞视频, would mean delivering the right content to team members across the business. Spending time with 羞羞视频鈥檚 instructional design team up front to understand the question-based learning approach and methodology around building out questions helped the Foot Locker team stay laser focused on only building content that would make the most significant impact in their stores. It also ensured they weren鈥檛 putting out so much content that their frontline people wouldn鈥檛 have time to get through it all.
鈥淲e love video for training because it鈥檚 very engaging for our team members and clearly demonstrates the expected behaviors.鈥 says Lauren Hayes, Head of Global Learning at Foot Locker. 鈥淏ut the video is simply a vehicle for introducing a topic. The actual learning in 羞羞视频 happens through the questions it serves up and the explanations that are given after you answer them. So, I always emphasize the importance of reading those explanations. Whether you get the questions right or wrong, the explanations are where the learning happens.鈥
Now that they鈥檙e up and running, the Foot Locker team authors 99% of their content in-house with a lean team of four instructional designers鈥攖wo for North America and EMEA, and two more for their head office and contact center learners.
They also tap into 羞羞视频鈥檚 Content Marketplace for topics, like state-specific harassment training or the COVID-19-specific topics that were offered up in the early days of the pandemic. 鈥溞咝呤悠 did a great job providing really timely plug-and-play content through their Content Marketplace during COVID-19,鈥 says Hayes. 鈥淭hat was really helpful for our teams to leverage when things were changing so rapidly.
In EMEA and APAC, getting content out to team members has an added layer of complexity due to cultural differences and translations. In addition to English, the EMEA & APAC team must also work with a translation agency to ensure training is available in Italian, Spanish, Portuguese, French, German, Korean and even Hebrew, for their franchise partners. And they need to adjust for any cultural or religious realities.
鈥淥nce the US team finalizes the content, my stakeholders and I go through it and identify what needs to change,鈥 says Dennis Gjaltema, Sr. Manager, L&D – EMEA, Foot Locker. 鈥淪o, we stay true to the global approach, but we have to localize it for the realities in EMEA and APAC and that takes some extra time.鈥
The depth of partnership Foot Locker has experienced working with 羞羞视频 along their training transformation journey goes well beyond content development. According to Hayes, they knew from the very beginning that they were in good hands. And Gjaltema fully agrees. 鈥淓very question we had, every challenge, every concern, there was always a solution or a quick turnaround from the 羞羞视频 team. It felt like their implementation team was part of the Foot Locker team because we were so involved with one another. The level of engagement and support was just awesome.鈥
Hayes attributes the lack of friction to trusting the process. 鈥淲e know our business and our audience, but 羞羞视频 knows the platform,鈥 she says. 鈥淣ot being too rigid on how we thought things 鈥榮hould be鈥 really helped with our ultimate success.鈥
鈥淭he level of support we receive as an 羞羞视频 customer is wonderful,鈥 says Hayes. 鈥淭heir team didn鈥檛 go away after implementation. We still meet with our customer success manager every other week and talk about how we can continue to evolve and improve the experience.鈥
鈥淓very question we had, every challenge, every concern, there was always a solution or a quick turnaround from the 羞羞视频 team. The level of engagement and support was just awesome.鈥
Lauren Hayes, Head of Global Learning, Foot Locker
Clock in, Lace Up, Win
While Foot Locker has big plans ahead for continuing to grow and enhance their Lace Up strategy, Hayes couldn鈥檛 be happier with how far they have come.
鈥淲e were able to say to our team members, 鈥榃e heard what you wanted from a learning perspective. And we鈥檙e able to deliver it in a fun and engaging way that just takes two minutes a day and is going to set you up for success,鈥欌 she says. 鈥淎t the end of the day, you launch something and hope the employees like it as much as you do. 44,000 people is a big number to sway!鈥
鈥淚t鈥檚 amazing how well it caught on,鈥 says Hayes. 鈥淚f I go visit a store, I鈥檒l often hear the question, 鈥楧id you Lace Up today?鈥 It has a life of its own鈥攊t鈥檚 a verb now. When I let them know I helped develop the platform and create the content they get excited, ask questions and offer suggestions. And I always tell them: it鈥檚 ideas from you and your team members that brought us Lace Up, so all feedback is welcome!鈥
The Foot Locker team continues to challenge themselves on how they can do things different and better, not just to impact the customer experience, but to impact the employee experience too. Because, in the end, a confident, high-performing聽frontline workforce translates into really happy customers.
鈥淐ustomers nowadays are well-informed, they know the product, the trends and what they want. We have multiple competitors that offer the same products, so we need to differentiate our experience,鈥 says Gjaltema. 鈥淲e want shoppers to come into a Foot Locker because they are looking to have a great experience and it鈥檚 our store teams that directly impact those moments. Making sure we train and develop our people is what makes us stand apart from our competitors.鈥
Beyond the customer experience, Foot Locker leaders believe it鈥檚 their responsibility to train their team members in meaningful ways. 鈥淲e want to give them the tools to progress in their careers, either within our business or in the next one they join,鈥 says Gjaltema. 鈥淚t鈥檚 just what you do when you care for your people.鈥
鈥淢y message to our team members is that our customers have so many options, so we need to focus on what鈥檚 going to differentiate us and that is the customer experience,鈥 says Hayes. 鈥淗aving our team members clock in and Lace Up before they hit the sales floor every shift is a powerful way to get them ready to wow our customers. 羞羞视频 is helping us change team behaviors and we are seeing the results in our OSAT scores and customer reviews. It鈥檚 all about exceeding expectations鈥攖hat鈥檚 how you win in retail today.鈥
Read Foot Locker鈥檚 training transformation story
Communication and BYOD
Foot Locker鈥檚 mobile-first approach to training drives the team member behaviors that keep customers smiling
Read chapter 1Communication and BYOD
Foot Locker discovers the power of communicating directly with 40k+ team members
Read chapter 2Building a daily habit
Proactive partnership helps Foot Locker continue improving their training experience
Read chapter 3