From HQ to the Frontline: 10 Best Practices for High Frequency Communication

Simple communication at high frequency – retail experts say it’s key to effective employee training and retention.

With developments in digital communication, brands and retailers are able to educate and engage sales associates in new and creative ways, quickly and easily.   

More than ever before, you have the power to foster better relationships with your employees, while simultaneously making them a more dynamic, more knowledgeable sales team.   

So, how do retailers and brands use digital communication and training tools to their greatest potential?  

Here are 10 best practices for optimizing high-frequency communication.

1. Opt for brevity.

Information overload is a symptom of our time. Your staff is bombarded by data throughout their day, so keep your messaging clear and to the point.  Remember, less is more.

2. Make it fun.

Your employees will take their training more seriously if you’re little silly. Research shows that training is most effective when it’s designed to be enjoyable.  This improves participant engagement and your staff’s knowledgeability.

3. Chunk it.

Every time you connect to the frontline focus on one goal or idea.  Breakdown training and communication into small “digestible” chunks. This streamlines your message and improves your staff’s ability to retain, understand and apply new information.   

4. Boost brand presence.

Promote your brand to your staff so they can do the same with your customers.

Consistent branding throughout communication platforms keeps your sales associates in-line with brand-messaging and company goals.

5. Balance routine with flexibility.

Don’t frustrate your staff with a constant stream of information. Schedule training module outputs and communiques at a reasonable rate, but be dynamic enough to include surprise updates when necessary.

6. Keep it transparent.

Several case studies highlight that employees want to hear your good news and your bad news.  It makes them feel like an important member of a team.  Address the highs and lows of your business and make them part of your company’s journey.

7. Get employee feedback.

If you listen to your employees they will listen to you. Encourage sales associates to ask questions, voice concerns and provide advice.  This promotes engagement and retention while giving you valuable insights to improve products and build your brand.

8. Inspire

Keep your staff motivated.  This means including clear call-to-actions in your communication and training; rewarding high performance; and helping staff to envision how they can achieve and grow within your organization.

9. Social Action

People like to feel like they’re a part of something bigger than themselves.  Use your digital communications tools to update staff on your social responsibility initiatives, and give them an opportunity to participate.

10. Metrics

Make is measurable.  Ensure that all digital tools provide analytics and metrics that will help you continually improve and update communication, training and your overall business strategy.  This information is powerful.  Use it!

With digital communication and training tools, these best practices aren’t just achievable, they’re easy! To find out how these tools can work for your business, click here for more information or book a free demo.

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