Nespresso won the jury’s “coup de coeur” award in this category!<\/p>\n
<\/h1>\nTHE “COUP DE COEUR” WINNER<\/h1>\nNespresso<\/h2>\n
Nespresso<\/h2>\n
Located in Switzerland and more precisely in Lausanne, Nespresso is a subsidiary of the Nestl\u00e9 Group created in 1986.<\/p>\n
A pioneer in the invention of the integrated coffee concept, Nespresso created its coffee machines, its capsules and its Club based on a simple but revolutionary idea: to allow everyone, like the most experienced baristas, to prepare a perfect Espresso.<\/p>\n
<\/p>\n
![\"\"](\"https:\/\/www.teachonmars.com\/wp-content\/uploads\/2023\/03\/nespresso-150x150.jpg\")
<\/p>\n
<\/p>\n
Nespresso and Teach on Mars<\/h2>\n
Nespresso has adopted the Teach on Mars solution from 2020. BOOST, its application, has been deployed in more than 30 countries with the objective of :<\/p>\n
- \n
- train employees in contact with customers;<\/li>\n
- develop knowledge and skills through a more engaging, intuitive and effective learning tool;<\/li>\n
- provide new collaborative and social learning experiences.<\/li>\n<\/ul>\n
<\/p>\n
<\/h1>\n
THE WINNING COURSE: BEST PRACTICES<\/h1>\n
The context<\/h2>\n
At Nespresso, more than 10,000 employees are in daily contact with customers, which is why sales and customer experience are at the heart of the skills development plan.<\/p>\n
While Nespresso already offers numerous training courses on the sales ceremony, they wanted to innovate their approach in order to meet the following 3 challenges :<\/p>\n
- \n
- High turnover in the sales sector,<\/li>\n
- New learning styles of generation Z,<\/li>\n
- Need to acquire knowledge quickly.<\/li>\n<\/ol>\n
This is how the “Customer Stories” training program on the BOOST application was born, in order to reinforce the skills of salespeople on the sales ceremony in a very practical and concrete way.<\/p>\n
<\/h2>\n
Peer-learning to foster engagement<\/h2>\n
“The idea is great: TV series treatment, real life training, peer-to-peer experience sharing, local languages, richness and diversity, authentic stories!”<\/em><\/p>\n
Sophie Malivert, Global Retail Education Director, Maisons du Monde<\/p><\/blockquote>\n
The concept of “peer-learning” was developed by Eric Mazur, Professor at Harvard University, in the early 1990s. It is a “horizontal” learning technique in which learners are both recipients and transmitters of knowledge. In the context of the company, it is a matter of learning from one’s colleagues, without going through the transmission channel of the trainer. The latter, if present, acts as a facilitator. Peer learning is thus based on collaboration and the sharing of information or experiences.<\/p>\n
Nespresso has thus reinvested the “peer learning” method by launching a call to the field teams to share their experience.
\nThe idea is that each employee who wishes to do so can share with his\/her colleagues an anecdote, a story, a particular request from a customer and explain how he\/she best responded to the customer’s needs and expectations.
\nThe videos are all shot in the store by the salespeople themselves, allowing for a complete immersion (and are available in subtitled versions in many languages).<\/p>\nWe share the daily life of :<\/p>\n
- \n
- Dara in Indonesia advising a customer using her knowledge of profiling.<\/li>\n
- Meghan in the UK detailing the art of asking the right questions to understand the client’s need.<\/li>\n
- Eric in Switzerland succeeding in a cross-selling opportunity.<\/li>\n
- Rob in Canada answering clients’ questions about Nespresso’s sustainability commitments.<\/li>\n
- etc.<\/li>\n<\/ul>\n
This sharing of experience also fosters a sense of belonging among Nespresso employees, who can see themselves in the sharing of their colleagues and measure the extent of the group’s multicultural dimension.<\/p>\n
<\/p>\n
Integrating immersive videos into the overall experience<\/h2>\n
Beyond their quality, the strength of immersive videos also lies in the overall learning experience that surrounds them.
\nIn fact, “Customer Stories” trainings include four stages of engagement:<\/p>\nStage 1: Introduction of the story<\/h3>\n
A Nespresso coffee expert presents a specific sales scenario in the field.<\/p>\n
Step 2: Anchoring test<\/h3>\n
This is followed by a fun activity to practice the expected skills\/behaviors in similar situations. This is the step where learners can acquire\/refresh their sales knowledge and self-assess their behaviors in similar scenarios.<\/p>\n
Step 3: Continuation of the story<\/h3>\n
This is when learners discover the end of the story and gain useful information for handling similar situations with customers.<\/p>\n
Step 4: Individual follow-up<\/h3>\n
For a more complete follow-up, the learner is invited to follow in-depth trainings on the topics covered.<\/p>\n
Here is a complete illustrated example:<\/span><\/p>\n
![\"\"](\"https:\/\/www.teachonmars.com\/wp-content\/uploads\/2023\/03\/IMG_ExperienceComplete.png\")
<\/p>\n<\/h2>\n
The “TV series” approach to build learner loyalty<\/h2>\n
First of all, the publication rhythm of the training courses is paced so that a new “Customer stories” training course is available every month.
\nThen, in order to communicate about this new training, a real promotion is set up using the codes of the TV series, so we talk about a new episode available (which are all numbered).<\/p>\nDiscover the example of the promotion of episode 4 on the Wall of the BOOST app:<\/p>\n
![\"\"](\"https:\/\/www.teachonmars.com\/wp-content\/uploads\/2023\/03\/IMG-Episode4.png\")
<\/p>\n<\/p>\n
<\/h1>\n
THINGS TO KEEP IN MIND ABOUT BEST PRACTICES<\/h1>\n
Thanks to the quality of this training system, Nespresso has obtained very good feedback regarding the commitment of its learners, with very good completion rates and learner satisfaction.<\/p>\n
<\/p>\n
![\"\"](\"https:\/\/www.teachonmars.com\/wp-content\/uploads\/2023\/03\/synthese_bonnes_pratiques_immersif_en-1024x576.png\")
<\/p>\n<\/p>\n
<\/p>\n
<\/p>\n
We hope these best practices will inspire you to immerse your learners!<\/p>\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
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