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Achieving 90% Weekly Learning Engagement at Seasalt

Learning Challenge

Before using Fuse, Seasalt Cornwall struggled with delivering consistent customer service across its 76 stores and accelerating staff competence and confidence.

Learning Solution

Fuse assisted Seasalt with tackling these challenges by enabling the acceleration of a vibrant Learning culture, underpinned by the Fuse platform, with over 90% weekly learning engagement and faster onboarding through bite sized daily sessions on the platform. This has improved employee retention, increased sales, and ensured staff staying updated with regular product launches, communications and career development . Seasalt also leverages Fuse to share tacit knowledge across stores, driving consistency and enhancing overall performance.

 

 

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Who is Seasalt Cornwall?

Seasalt Cornwall is a lifestyle and clothing brand employing nearly 1,400 people with 76 stores in the UK, a newly opened US store, and partnerships with retailers like Marks & Spencer. The company has been recognized with multiple HR awards, emphasizing its commitment to employee experience as a driver of success. Seasalt sought to address challenges in maintaining consistency across retail stores, onboarding speed, and continuous learning while enhancing employee engagement and customer service outcomes.

Seasalt's Learning Goals

  1. Achieve consistent customer service standards across all 76 stores.
  2. Improve onboarding speed and employee confidence to enhance retention.
  3. Ensure employees adapted quickly to 12 annual product launches, maintaining up-to-date knowledge.
  4. Create a robust learning culture leveraging modern frameworks and technologies.
Seasalt Cornwall
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Seasalt's Learning Actions

  1. Defining Frameworks & Methodologies
    1. Adopted the 5Di and Five Moments of Need frameworks to structure learning interventions.
    2. Focused on externalizing knowledge, minimizing unnecessary training, and providing just-in-time learning.
  2. Leveraging Technology
    1. Implemented Fuse as a unified platform for learning and communication.
    2. Designed bite-sized, 20-minute daily learning modules during onboarding for efficient skill-building.
    3. Introduced AI-powered tools like AI Answers for instant, accurate knowledge retrieval.
  3. Personalization & Engagement
    1. Developed separate landing pages for different business streams (retail, head office, distribution).
    2. Created a “Not to Be Missed” widget for essential updates and streamlined communication.
    3. Used engaging, employee-driven video content to share knowledge, enhance storytelling, and build connections with Cornwall-inspired product

Seasalt's Learning Results

  1. Improved Employee Confidence & Retention
    1. Faster onboarding reduced time-to-competence, leading to happier and more confident employees.
  2. High Engagement Rates
    1. Achieved 90%+ weekly engagement on Fuse, reflecting sustained interest and interaction with the platform.
  3. Consistent Customer Experience
    1. Established clear standards for customer service touchpoints, driving improved mystery shopper scores.
  4. Enhanced Business Performance
    1. Positive impact on conversion rates, average order values, and customer satisfaction through well-trained, knowledgeable employees.
  5. Scalable Learning Culture
    1. Created a sustainable framework for continuous learning, adaptability to product changes, and potential international expansion.
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Steve Dickson Seasalt

"We are regularly seeing 90 plus percent per week accessing the platform, and that’s a combination of having real engaging learning experiences and using Fuse as our main comms system."

Steve Dickson

Learning Leader - Seasalt Cornwall

 

 

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