Closing the gap
How can all this be achieved? Enablement. A system of business, technology and operational processes that creates impact. Impact in the present and future sense. Incorporating training that provides the appropriate opportunities to foster skilled frontline workers and instill confidence in future leaders.
The need for a fresh training approach that is much wider in scope is made clear in a paper published by IBM in association with the National Retail Federation, the world’s largest retail trade association2. It was based on a survey of more than 19,000 respondents across 28 countries.
“More than half of retail (58%) and consumer products (55%) executives are focused on building agility to adapt faster to changes in demand,’ it reports.
“In this environment, retailers and brands need to lead with purpose—and use technology as a differentiator.”
The Big Blue insists that businesses must equip a new breed of tech-savvy, empathetic, values-aware managers with the skills demanded of them by customers and staff. That requires training that can be adapted quickly for fast-changing market conditions and digital advances.
The most effective training in this new environment is also digitally-based. Attensi works with businesses to build realistic virtual scenarios based on actual situations which occur in everyday life. It uses the latest 3D and immersive technology to create playable simulations which can be completed anytime, anywhere. Employees love its flexibility, and they already know, love and understand the game-playing techniques and technology they are based on.
This emphasis on building a culture of healthy employee development also has a ricochet effect when it comes to sourcing talent. Job seekers are more likely to engage with a company culture that is people focused—makes efforts to invest in their team’s development. With the current state of hiring, a deficit in talented applicants for leadership roles and a new movement dubbed the “Reshuffle”, this is an attractive aspect in securing talented candidates. In a recent article from World Economic Forum, Prudential’s Vice-Chair Rob Falzon3 calls out the areas of support today’s workforce is looking for in an employer during this Reshuffle:
“Leaders must be focused on cultivating thriving cultures of internal mobility, prioritizing continuous learning and delivering robust benefits to support their workers,” says Prudential Vice-Chair Rob Falzon.
There has always been a focus on giving people memorable human experiences in the hospitality industry, but since Covid, expectation of great service is higher than ever. Focused training that addresses the disparities of the leadership delta creates confidence in staff who in return provide excellent customer service. The benefits are not only customer facing, creating a progression pathway for your employees leads to better retention and promote-from-within growth models. With this reinforced and growing employee roster, you can elevate your leadership standards, customer experience, and stay agile for the future.