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Are you responsible for introducing customer service training in your organsiation? Find out more about our specific research looking at innovative learning innovation for successful Customer Strategies.
Dixons Retail is continually looking for ways to implement innovative learning processes that improve business performance and better serve customers. Dixons have been using technology in learning for the last five years. As a fast moving, market-leading retailer specialising in electricals and computing, the organisation is at the mercy of the knowledge of both customers and colleagues. The organisation works with over 10,000 different products, with new ones constantly being added as the latest technology develops. So building and retaining a knowledge base for their staff is a key strand of their strategy to continually improve the customer experience.
This story outlines how their journey with learning technologies has evolved from initially addressing a legal requirement to demonstrate compliance to supporting colleagues in new creative ways in their moment of need.
We look at practical steps taken along the way to introduce innovation, engage learners, and deliver bottom line results.
Bottom line Business Benefits - improving sales prices by 30% and customer service metrics by 25%
We have included Dixons Retail in our Evidence for Change programme that gathers stories of organisations who are using learning technologies to make a real difference to organisational performance. Since the introduction of their formal personalised online learning programme, staff demonstrate an appetite for online resulting in an average 15 million page hits in their online learning environment every four weeks, 35% of staff access learning at home and via their own devices. Results:
- Statutory compliance improved, saving £500,000 in year 1
- 25% improvement in customer service metrics
The recent pilot to encourage staff to use video to share their own knowledge with their peers has improved results even further. Stores participating in early pilots of video sharing have increased the average retail laptop price by 30% compared with those who did not.
Find out more:
Download this case study to find out how Dixons Retail got started and how they are now integrating informal learning within the business.
Case study contents:
- Developing a culture of learning (p2)
- Engaging colleagues with formal online learning (p3)
- Impact of e-enabled formal learning (p4)
- Formal or informal learning- why not both? (p4)
- Piloting informal learning – getting to grips with user communities (p5)
- Overcoming Challenges (p6)
- Informal learning - a few months on (p7)
- Informal learning – bottom line impact (p7)
- Top tips for integrating informal learning within the business (P9)
Take a look on You-Tube
Boyd Glover , Head of Skills Training at Dixons Retail, shares more about his journey on http://www.youtube.com/watch?v=Fs95vhBaUhc
The scene had been set and it was clear that colleagues were engaged with formalised online learning but this did not necessarily reflect the natural ways they were learning on a day to day basis.