Take customer service to the next level by providing tools and training that engage your associates and change their behavior.
One Best Way Drives In-store
Consistent performance among your frontline associates starts with your training approach. We learn better while doing. Job-embedded training programs are immediately more relevant than classroom or video-based activities. They take less time. They require less effort to pay attention. Training SOPs ties it all together.
Acadia improves training effectiveness by injecting training directly into work. Associates have easy access to the right content at the moment they are performing the task. Managers can check comprehension with quizzing and evaluations to ensure everyone gets the support they need.
Engaged associates are more likely to remain with the organization. One of the best ways to encourage engagement is to enable your team members to contribute their ideas for how to improve their work processes.
In Acadia, associates can provide feedback on content, processes, and other aspects of their work. The data is captured and organized so that managers can quickly identify new ideas and implement the ones that will have a positive impact. When the best practices from your highest performing stores can be spread to all locations, continuous improvement thrives.
Simply having well documented processes and introducing associates to policies and procedures during onboarding isn’t enough to reduce shrinkage. Preventative processes that clarify each associate’s responsibility need to be embedded in daily workflow. One Best Way customer service and stocking procedures that incorporate loss prevention guidelines can make a meaningful difference.
In most retail operations, standard work compliance correlates directly to performance. When compliance expectations are met, tasks take less time, errors are reduced, and customer service KPIs are improved.
Managers with visibility into associate procedure compliance can identify who is performing tasks according to One Best Way processes and who might need additional training or support.
Enterprises that grow through acquisition often increase the complexity of their operations as well. Over time, redundant systems, unnecessary rework, and loss of quality can inflate the cost of acquisitions. Making One Best Way processes clear, and sharing them among all associates, helps to quickly get everyone on the same page. Acadia helps to organize all processes and procedures so that you can identify the best of the shared knowledge from each entity.
We work with our customers to calculate a personalized ROI based on their own performance KPIs. To provide you with a sense of just one of the ways Acadia can impact your business, consider the cost of turnover and rehiring. The calculations* below use industry turnover rate and average cost per hire. It does not take into account the potential revenue lost while some open positions go unfilled.
*Rate of turnover by industry from 2018 Salary.com Turnover Report. Cost per hire by industry from 2017 SHRM Customized Talent Acquisition Benchmarking Report.
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