How Apparel Group’s Strategic Onboarding Program Gets its Frontline Ready to Deliver World-Class Customer Experience

Introduction Apparel Group, a renowned global fashion and lifestyle retail conglomerate headquartered in the UAE, is committed to providing exceptional retail experiences to millions of customers in the Gulf Cooperation Council (GCC) region. Apparel Group has established itself as a leader in the industry, with over 2,000 retail locations across 14 countries and representing more than 80 global brands. However, to continue surpassing the expectations of its diverse clientele, Apparel Group recognized the need to revamp its approach to associate onboarding and training across its retail operations in the GCC. They faced the challenge of understanding and exceeding the expectations of a youthful, diverse, and tech-savvy retail sales workforce while also reducing the time required to onboard new employees. Solution To address these challenges, Apparel Group partnered with Axonify, a leading provider of innovative training solutions. The objective was to implement a strategic approach to onboarding and training that would not only engage the sales associates but also track their knowledge growth and competency improvements, ultimately driving positive business impact. With the help of Axonify, Apparel Group deployed interactive digital onboarding and training programs that were tailored for both general onboarding and specific sales associate roles. The traditional classroom approach was left behind in favour of a more engaging and personalized training experience. Impact The results of this transformation were remarkable. The Skechers brand experienced an 8% increase in sales, while productivity across all brands saw a significant 20% boost. The training initiative also led to observable behaviour changes, with over 2000 behaviour observations completed, out of which 933 were marked as exceptional, scoring a perfect 100%. Additionally, knowledge growth showed a remarkable increase of 13%, with the baseline knowledge level of 67% rising to an impressive 80%. Furthermore, the engagement levels among the sales associates were extraordinary, with a participation rate of 91% and an average of four to five training sessions per week. The commitment to continuous Learning and Development was evident, with an average of 174,000 extra training sessions completed. Apparel Group's partnership with Axonify has not just revolutionised their associated onboarding and training but also delivered tangible business results. By embracing technology-driven, interactive training methods, Apparel Group has positioned itself as a forward-thinking organisation that understands the evolving needs of its workforce and customers alike.
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the one

How THE One Increased Sales Conversion Rates by Building Employee Knowledge on Axonify

Introduction THE One Total Home Experience is a UAE-grown Lifestyle Brand that offers Seasonal Collections of Affordable Home Fashion founded in 1996. Today THE One has 22 stores and 1 Bistro Restaurant across the Middle East and North Africa, consisting of 3 categories, THE One, FUSION by THE One, and THE One Basics. The growing workforce spread across different geographical locations posed the challenge of training their frontline, keeping them informed, and communicating with them efficiently. THE One was looking for a training solution that would allow them to improve staff knowledge growth for improving sales conversions and helping them deliver exceptional customer service. Solution THE One started a series of training programmes with users. They wanted to focus on certain top-selling products and ensure the staff knew everything about it and could upsell and cross-sell products. According to THE One's internal survey, within the first six months of using Axonify, users reported that the knowledge they gained about suggestive selling and cross-selling, among other topics, helped them to do better on the job. In fact, the top performers on Axonify are usually the top-performing employees. As a result, THE One reported a 10% increase in sales conversion rates by training with Axonify five times a week. Impact THE One saw an employee participation rate of 98%, with 23.4% Training Frequency. Participants trained on Axonify saw a 28% knowledge growth. 97% of participants agreed that Axonify helped them to be more efficient in their jobs and increased their product knowledge. 'It has improved my customer service skills. My Upselling and cross-selling has increased,' said an employee using Axonify. THE One team gained more confidence in handling customer issues and upselling, especially front-of-the-house products. Download the Fact Sheet Download the Case Study
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Etihad Airways

How Etihad Airways Clarified their Development Vision with Axonify

Introduction Etihad is a large international airline based in Abu Dhabi, providing service to more than 400 destinations in 74 countries around the world. Founded in 2003, we have more than 100 aircraft with revenues upward of $6 billion each year. The Abu Dhabi-based international airline wanted to improve Etihad wanted to improve performance by examining all forms of learning across the organisation. One of their biggest emerging problems was customer service and satisfaction. Their Net Promoter Score (NPS) was too low to establish the kind of success and growth they planned for their future. However, they lacked the proper internal development capabilities to move the needle significantly. The company had clear goals that had to be achieved. To begin with, they needed to develop a clear framework for staff improvement and a simple model to demonstrate excellence. Along with this, the company had recognised universal knowledge points but had to find a method to convey them through an always-accessible training format. With content published daily, Etihad needed a cohesive training format and central hosting location. Solution Etihad realised that leadership and management skills do not come automatically to employees but need to be guided to do so. Etihad Airways decided to run a pilot program for their frontline employees. They eventually expanded to cover Mastering the Art of Service training to enhance their customer service skills. Furthermore, they began using Axonify for more than just hosting videos. This revolutionary training solution allowed the company to track individual and group progress. This benefited Etihad Airways as their senior managers could monitor employee training performance and be more strategic about future development modules. Impact Etihad Airways observed a significant increase in employee engagement around training and development. Their NPS had skyrocketed, increasing by 30 points, and they benefitted from the possibility of leading to more customer referrals while increasing customer satisfaction. Andrew Stotter-Brooks, the Vice President of Learning & Development, claimed that Axonify was the model that helped them promote better employee growth. He further summarised the modern learning solution using three concepts – “clarity, simplicity, and making learning fun.”    
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