THE CHALLENGE.
TUI, the UK’s largest holiday brand, like many retailers have seen the Highstreet significantly decline in recent years. Technological advances putting information at the fingertips of customers mean they have little reason to visit a branch in person.
TUI’s strategic intent was to reinvigorate branch visits by upskilling their travel advisors to provide a personalised customer experience that would rival the online experience. The focus was in-depth holiday destination knowledge and knowledge of product add-ons such as insurance and currency, to provide a comprehensive service.
THE SOLUTION.
- We utilised our award winning spaced repetition app, to embed knowledge. In just 5 minutes a day, learners complete workouts and quizzes, learning on the go, anytime, anywhere.
- AI in the app uses spaced repetition learning psychology to learn what each individual knows and repeat the information they don’t know at certain spaced intervals. This repetition reinforces memories, making the knowledge stick.
- The learning was personalised to each individual’s knowledge gaps, and gamification kept learners hooked and coming back every day!
- Different locations as question banks.
- Key knowledge gaps covered within questions.
- Focus periods of 2 months per bank at relevant times e.g. winter breaks.
THE RESULTS.
- 84% engagement
- 26% knowledge retention improvement
- 96% felt more knowledgeable
- 92% ease of use
- 74% increase confidence in upselling
QUOTES.
THE LEARNERS.
“I really enjoyed the app. Useful way of learning for me as I normally find it hard to retain information.”
“I found it an easy and convenient way to access training while on the move and to be honest…very enjoyable!”
“Such a great app. Much prefer it to the eLearning as I can do in my own time if I've been too busy in the store.”
“Really enjoyed the addictive quiz!”