Foot Locker’s mobile-first training approach drives team member behaviors that keep customers smiling
Foot Locker was on a mission.
Its leadership team knew that getting frontline team members to exhibit the right behaviors when they were interacting with customers every day would lead to positive sales results. So, they went looking for a way to shift frontline mindsets away from simply making the sale and towards connecting with customers in a way that exceeds expectations and brings them back to shop in the future. But the desire to change behaviors is one thing; making it happen at scale, across 44,000 team members and 3,000 stores around the globe, is quite another.
Read Foot Locker’s training transformation story
Part 1 – A better way to learn
When Lauren Hayes joined Foot Locker in 2018, her mandate was to develop a cohesive, consistent learning strategy for store teams and leadership alike. So, where do you start when you have a blank slate of this size? If you鈥檙e Hayes, you go straight to the source.
Part 2 – Communication and BYOD
Foot Locker Inc鈥檚 44,000 team members don鈥檛 have corporate email addresses, so HQ traditionally sent updates via email to each store with the direction that store managers would relay important information to their teams through huddles or postings in the back room. But they had no way of tracking who was or wasn鈥檛 seeing key messages.
Part 3 – Building a daily habit
From the very beginning of rebuilding their training program, the leaders at Foot Locker had a vision that their team members would come in and get set up for success with all the information they needed at the beginning of each shift. The bite-sized, personalized training and communication, delivered through their Lace Up platform that鈥檚 powered by 糖心原创, are both important parts of that success equation, but so is the high engagement. Let鈥檚 face it: if nobody鈥檚 using the platform, it doesn鈥檛 matter how amazing the content inside is.
Part 4 – Proactive partnership
Foot Locker knew that getting impactful results from its Lace Up training program would mean delivering the right content to team members across the business. Spending time with 糖心原创鈥檚 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.
