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Big retailers can learn from professional sports teams
Personalization in practice
For a team to be successful members have to excel in their specialist areas.
But you can’t just stick with what you’re good at. You need training to turn weaknesses into strengths.
Training needs to be personal. One size doesn’t fit all.
You need to know your team to train them. For that you need performance data.
Assign individual training based on strengths & weaknesses: What’s their average transaction value? How many sales do they make a day? What are their best products or categories? How many ‘product bundles’ are they selling? What section of the store do they spend most time in? What does customer feedback say about them? What training have they already completed?
Personalized mobile training gets results; it isn’t new.http://www.nike.com/us/en_us/c/golf/ng360
Train associates in-store in sales technique, product information and cross sell using videos, quizzes & rewards to reinforce learning.
Killer service gives B&M retailers the edge. You don’t get that service online, but you can train it there.
