In 2017 I wrote a blog about a partnership between Walmart and Strivr, a company that designs virtual-reality (VR) training. At that time, Walmart was testing VR-enabled learning in 31 of its Training Academies with aspirations to expand the training to 140,000 associates per year. Two years later, according to this recent
Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. So-called “soft skills” training on topics like customer service and conflict resolution are likely near the top of that list. Some
This week I was introduced to an innovation in learning technology developed by STRIVR Labs, the world leader in virtual reality (VR) to train individuals and improve performance. STRIVR is used by some of the world’s most respected organizations, from professional sports teams to Fortune 100 companies. The STRIVR platform
In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in response to the study. In my defense, that was about the time that summer break began for our four children. So, without further ado… The
For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d uncover a book that I wanted to share with a broader audience at the hotel. The simple solution was to just order everyone a book.
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by saying that it assumes CSRs already possess a positive attitude and a willingness to expend discretionary effort in the moment of choice. If they lack
My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We were tight on time as my wife had called ahead to add our name to the list at Yard House, where the hostess predicted that
My 12-year-old son, Cooper, has played competitive basketball since he was in first grade. In those six years, he’s played point guard on eight different teams playing year-round. He’s attended at least a dozen different basketball camps, has worked with a private shooting coach on-and-off for the past three years,
Several years ago, after presenting multiple half-day training classes over four days, I was disappointed to hear my client say on the way to the airport, “Well, now I can check that off my list.” True to her word, all of the follow-up activities we energetically discussed over meals during
The Revelation Conversation is Here!
