Building a compelling associate journey at Lowe’s
Continuous learning boosts confidence and competence
Furey and her team recognized that the traditional way of training—piling everyone into the backroom or a conference room for long sessions—didn’t match the reality of life on the frontlines.
“You learn best when you’re in the environment where you’ll be applying the learning. So we wanted to get learning out on the floor, around the products, around the customers, around the people that you work with. It was really important for us to provide learning at the time of need, out on the floor,” said Furey.
Associates can easily fit learning into their day, building their skills and knowledge on a continuous basis. Over 80% of Lowe’s associates log in between 2 – 5 times a week for quick training sessions to reinforce critical information and get them up to speed on new developments.
“Things are always changing. That’s the constant in retail,” said Furey. “With the partnership of Axonify, we’re able to continuously send new tips, tricks, videos, facts and microlearning on product knowledge, customer trends and seasonalities.”
Giving associates short, digestible training content, accessible in the moment of need, is proving to be a game-changer.
“We can have people repeat training as needed, because we’ve shortened the training and made it really compelling and bite-sized. And they’re able to apply that knowledge quickly, because we aren’t giving them everything at once.”
Better frontline performance is good for business
“When we’re out in stores, people are saying learning is easier than ever,” says Furey. “We’re hearing managers say that this is such an incredible tool to leverage to coach their associates.”
When associates are equipped to perform their best, that means happier employees, smoother operations and better service for customers. It’s no wonder that Lowe’s views continuous learning as critical to their continued growth in a competitive market.
“Lowe’s U has become a platform that allows us to make sure that we’re able to go after being a growth retailer and being the best home improvement retailer.”