Customer loyalty programmes encourage repeat purchasing by offering rewards and member benefits, but they also create specific training needs for customer-facing teams. Learn how L&D supports consistent enrolment, accurate rewards handling, and confident customer conversations across frontline environments.
Cross-channel clienteling is the practice of building one-to-one customer relationships across channels such as in-store, phone, messaging and email. This entry explains why it matters for L&D, how to train and coach it, and how to measure consistent behaviours on the frontline.
Experiential retail training is a practical approach that builds capability through realistic practice, coaching and feedback on the shop floor. Learn why it matters to L&D, how to apply it in busy retail environments, and how to measure behaviour change.
Upskilling for enhanced clienteling is the structured development of skills that help employees deliver personalised, relationship-led customer interactions. Learn why it matters for L&D, how to implement it on the frontline, and how to measure behaviour change and customer outcomes.
Clienteling software solutions help frontline teams personalise customer interactions using shared customer insight, turning service standards into repeatable actions. This glossary entry explains why clienteling matters to L&D, how to train and coach it well, and how to measure adoption and quality.
Customer retention strategies are the planned actions organisations use to keep existing customers loyal and returning. This glossary entry explains how L&D supports retention through skills, coaching, performance support and measurement, especially for frontline teams.
A super app for frontline teams is a single application that combines the tools frontline staff need to follow processes, access knowledge, complete tasks and record compliance. Learn why it matters in operations, how it improves efficiency, and how to implement it well.
Customer journey mapping is the process of visualising the entire customer experience with an organisation, vital for aligning L&D initiatives with customer needs.
Clienteling techniques refer to personalised customer engagement strategies that enhance the shopping experience and build long-lasting relationships with clients. Learn how these techniques impact learning & development, their benefits, and practical applications.
Bias-free language tools help organisations communicate inclusively, promoting diversity and respect. They support internal comms by enhancing engagement and organisational culture.