How Longo’s empowers their frontline with mobile-first training and communications
Empowering Team Members with mobile learning
They worked closely with their business units to develop and launch targeted training through Axonify, making sure it was tailored to their priorities and goals.
Everything starts with being aligned to our business. It really starts with ‘What do they need and how can we enable them to do what they need to do?’” says Henry. “At the end of the day, the platform is a medium that allows us to get our Team Members prepared, safe and on task.”
Their operations teams were enthusiastic about providing learning on Team Members’ own mobile devices, so the HR team worked with IT to develop a policy around that.
“It really is creating a culture of empowerment. Team Members are empowered to find the information that we want them to know, to do the job we need them to do for our guests,” says Di Lello. “It really comes down to trust and empowerment and giving them the tools to do their job.”
“We would share everything from what’s happening relating to the pandemic, to really exciting business news, to celebrations and recognition of our frontline teams. That’s been wonderful,” adds Volk. “We use it to continually give our Team Members information at their fingertips.”
These quick actions helped Team Members feel safe and comfortable coming in to work, so they could keep showing up for guests every day.
“If they feel confident and secure in their roles, then they’re going to deliver that exceptional service for our guests,” says Volk. The Longo’s team has also shared training and information around their diversity, equity and inclusion initiatives, with the confidence that Team Members will receive the message
“We launched the DE&I learning that Axonify developed for us and within 48 hours, we had 51% of our population certified in three of the modules,” says Volk. “Our bias training module was at 81%, and we had nearly 95% on one of the other modules. That’s unheard of in retail, to be able to get your training and your messaging out within 48 hours and get that percentage of the population already up to speed.”
As a result of their efforts throughout the pandemic, Longo’s actually saw their Team Member Net Promoter Score increase by 300% and turnover decrease from 26% to 19%, at a time when most grocers were experiencing the opposite.