CASE STUDY
The North Face
Discover how The North Face® EMEA leveraged the Wranx bite-sized training platform in tandem with enticing incentives, resulting in an impressive 274% surge in learner engagement.
CASE STUDY
The North Face
Discover how The North Face® EMEA leveraged the Wranx bite-sized training platform in tandem with enticing incentives, resulting in an impressive 274% surge in learner engagement.
Industry
Retail
Main challenge
Training during the busy season
Key Benefit
Increased engagement and knowledge
A world-renowned outdoor apparel and equipment brand specializing in high-performance gear for exploration and adventure.
%
increase in staff logins
%
increase in active learners
As The North Face EMEA prepared for their busy winter peak period in November 2020, their eCommerce team faced the dual challenge of onboarding new staff and boosting engagement among existing employees. With an emphasis on leveraging Wranx, a microlearning platform already utilized for knowledge gap filling in other departments, they sought to ensure the success of their training initiatives.
The long term goal was absolutely to increase engagement and activity on Wranx for all CSRs and the perfect opportunity is usually the 6-8 week ‘lull’ we have after summer peak and before Black Friday, where we recruit in high volume and can spend quality time coaching, training and filling knowledge gaps for the teams. However, as this year has been extraordinary and we have seen a huge rise in eComm orders and therefore contact, our much anticipated ‘lull’ gives us perhaps 2 weeks instead – so we wanted to make the most of every day where we could.
Elaine Glover, e-Commerce Co Sourcing Team Leader – The North Face EMEA
%
increase in learner engagement
%
increase in knowledge
As The North Face EMEA prepared for their busy winter peak period in November 2020, their eCommerce team faced the dual challenge of onboarding new staff and boosting engagement among existing employees. With an emphasis on leveraging Wranx, a microlearning platform already utilized for knowledge gap filling in other departments, they sought to ensure the success of their training initiatives.
The long term goal was absolutely to increase engagement and activity on Wranx for all CSRs and the perfect opportunity is usually the 6-8 week ‘lull’ we have after summer peak and before Black Friday, where we recruit in high volume and can spend quality time coaching, training and filling knowledge gaps for the teams. However, as this year has been extraordinary and we have seen a huge rise in eComm orders and therefore contact, our much anticipated ‘lull’ gives us perhaps 2 weeks instead – so we wanted to make the most of every day where we could.”
Elaine Glover, e-Commerce Co-Sourcing Team Leader – The North Face EMEA
Striving To Train New Customer Service Representatives
The primary objective for The North Face was to elevate engagement levels specifically within the eCommerce team, many of whom were novice users and freshly appointed customer service representatives. Collaborating with Wranx, they devised a comprehensive strategy centered around an incentivized competition aimed at enhancing learner engagement and knowledge retention.
Incentivized Competition And Streamlined Engagement
The collaboration between The North Face and Wranx culminated in the launch of a well-structured incentive competition tailored for the eCommerce team. Participants were organized into teams, vying for the opportunity to win waterproof jackets. The initiative was meticulously communicated to the participants, with leaders from Porto and Bulgaria collaborating to establish rules, terms, and promotional materials.
To align with the brief, learners were tasked with completing daily drills on the Wranx platform, each comprising approximately 10 questions and requiring only 2-3 minutes to complete. These drills were drawn from three modules: Onboarding – Heritage, Onboarding – Progressive Exploration, and Summit Series. Additionally, an assessment covering key topics was designed to evaluate learner knowledge towards the competition’s conclusion.
Unprecedented Engagement And Results
The competition yielded remarkable outcomes, including a notable 156% increase in active users and a staggering 274% surge in logins. Furthermore, there was a 483% increase in total training hours and a 376% rise in the number of questions answered. Notably, higher engagement levels correlated with superior performance in the final assessment, underscoring the significance of participation in knowledge retention.
In addition to the substantial improvements in learner engagement and knowledge retention, The North Face observed a significant rise in customer satisfaction during the competition period. Their Net Promoter Score (NPS) surged to 72.73% in the Sofia site, marking the highest score recorded in the eight weeks preceding the competition launch. Moreover, there was an overall rise in NPS for ‘Product’ related queries, ascending from approximately 35% to 59% across both sites.
In summary, The North Face’s strategic collaboration with Wranx, underpinned by incentivized engagement initiatives, not only fostered a culture of continuous learning but also translated into tangible enhancements in customer satisfaction and operational efficacy.
Striving To Train New Customer Service Representatives
The primary objective for The North Face was to elevate engagement levels specifically within the eCommerce team, many of whom were novice users and freshly appointed customer service representatives. Collaborating with Wranx, they devised a comprehensive strategy centered around an incentivized competition aimed at enhancing learner engagement and knowledge retention.
Incentivized Competition And Streamlined Engagement
The collaboration between The North Face and Wranx culminated in the launch of a well-structured incentive competition tailored for the eCommerce team. Participants were organized into teams, vying for the opportunity to win waterproof jackets. The initiative was meticulously communicated to the participants, with leaders from Porto and Bulgaria collaborating to establish rules, terms, and promotional materials.
To align with the brief, learners were tasked with completing daily drills on the Wranx platform, each comprising approximately 10 questions and requiring only 2-3 minutes to complete. These drills were drawn from three modules: Onboarding – Heritage, Onboarding – Progressive Exploration, and Summit Series. Additionally, an assessment covering key topics was designed to evaluate learner knowledge towards the competition’s conclusion.
Unprecedented Engagement And Results
The competition yielded remarkable outcomes, including a notable 156% increase in active users and a staggering 274% surge in logins. Furthermore, there was a 483% increase in total training hours and a 376% rise in the number of questions answered. Notably, higher engagement levels correlated with superior performance in the final assessment, underscoring the significance of participation in knowledge retention.
In addition to the substantial improvements in learner engagement and knowledge retention, The North Face observed a significant rise in customer satisfaction during the competition period. Their Net Promoter Score (NPS) surged to 72.73% in the Sofia site, marking the highest score recorded in the eight weeks preceding the competition launch. Moreover, there was an overall rise in NPS for ‘Product’ related queries, ascending from approximately 35% to 59% across both sites.
In summary, The North Face’s strategic collaboration with Wranx, underpinned by incentivized engagement initiatives, not only fostered a culture of continuous learning but also translated into tangible enhancements in customer satisfaction and operational efficacy.
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