WEBVTT 00:00:00.000 --> 00:00:03.960 So if you've stepped into a retail store recently, 00:00:04.099 --> 00:00:06.440 maybe one with younger staff, you might have 00:00:06.440 --> 00:00:10.779 experienced it. That sort of pause, people are 00:00:10.779 --> 00:00:13.039 calling it the Gen Z stare. Right, that moment 00:00:13.039 --> 00:00:15.179 of silence. Yeah, and it often gets read as, 00:00:15.179 --> 00:00:17.320 you know, disinterest, or even being a bit rude. 00:00:17.420 --> 00:00:19.960 Like a blank look, no immediate, how can I help, 00:00:20.019 --> 00:00:22.399 just waiting. Exactly. And it's not just something 00:00:22.399 --> 00:00:24.940 you notice offhand. It actually went viral on 00:00:24.940 --> 00:00:27.079 TikTok, sparked a lot of debate. But what if 00:00:27.079 --> 00:00:29.800 it isn't really about apathy? I mean, what if 00:00:29.800 --> 00:00:33.560 that pause, that stare, what if it's actually 00:00:33.560 --> 00:00:38.579 a critical signal? A signal. How so? Like a diagnostic 00:00:38.579 --> 00:00:40.640 light flashing, telling us something important 00:00:40.640 --> 00:00:42.520 about how we need to train and support this new 00:00:42.520 --> 00:00:45.640 generation of workers. OK. So today's deep dive 00:00:45.640 --> 00:00:48.179 is all about unpacking that. What does it really 00:00:48.179 --> 00:00:51.780 mean? What are the implications for retail? Crucially 00:00:51.780 --> 00:00:53.700 for you listening, especially those of you familiar 00:00:53.700 --> 00:00:56.399 with platforms like INCITE, how do modern training 00:00:56.399 --> 00:00:59.000 tools address these exact challenges, turning 00:00:59.000 --> 00:01:02.140 them into, well, opportunities? And we're basing 00:01:02.140 --> 00:01:04.980 this on recent industry analysis, right? Including 00:01:04.980 --> 00:01:08.060 that piece, the Gen Z stare, what retailers need 00:01:08.060 --> 00:01:10.659 to understand. Exactly. That's one of our key 00:01:10.659 --> 00:01:13.200 sources. OK, so we've set the stage. Let's dig 00:01:13.200 --> 00:01:16.500 in. What exactly is this Gen Z stare we're talking 00:01:16.500 --> 00:01:18.719 about? You mentioned that frozen or wide -eyed 00:01:18.719 --> 00:01:20.760 look. Yeah, that's pretty much it. It's like 00:01:20.760 --> 00:01:23.819 a momentary freeze or this wide -eyed, maybe 00:01:23.819 --> 00:01:26.959 slightly bewildered expression. It happens when 00:01:26.959 --> 00:01:30.640 younger workers face, you know, routine questions, 00:01:30.959 --> 00:01:33.640 unexpected stuff, or just awkward moments with 00:01:33.640 --> 00:01:35.780 customers. And older generations might see that 00:01:35.780 --> 00:01:37.780 and think. Well, the common interpretation is 00:01:37.780 --> 00:01:40.209 lack of engagement. or they didn't understand, 00:01:40.510 --> 00:01:42.790 or they just don't care, disinterest. But if 00:01:42.790 --> 00:01:44.909 you actually look at the research or listen to 00:01:44.909 --> 00:01:47.150 Gen Z themselves, it's a different story. They'll 00:01:47.150 --> 00:01:51.349 often say that stare is the visible sign of intense 00:01:51.349 --> 00:01:54.629 internal stuff going on, like processing stress 00:01:54.629 --> 00:01:57.790 or social anxiety. That's overwhelm. Exactly, 00:01:58.090 --> 00:02:00.689 overwhelm, especially in those real world face 00:02:00.689 --> 00:02:02.810 -to -face interactions where the script isn't 00:02:02.810 --> 00:02:04.750 clear, they're not sure how to respond, so they 00:02:04.750 --> 00:02:06.730 pause. It's like their system is momentarily 00:02:06.730 --> 00:02:09.860 overloaded. It completely reframes it. It's not 00:02:09.860 --> 00:02:12.879 laziness, it's processing. So if the steer is 00:02:12.879 --> 00:02:15.360 a signal, then figuring out what it's signaling 00:02:15.360 --> 00:02:18.219 is key. You mentioned experts have weighed in. 00:02:18.939 --> 00:02:21.319 What are they saying about why this generation 00:02:21.319 --> 00:02:24.120 responds this way? Is it really not about lacking 00:02:24.120 --> 00:02:26.460 common sense or work ethic? No, absolutely not. 00:02:26.599 --> 00:02:28.960 That's the lazy conclusion, frankly. The consensus 00:02:28.960 --> 00:02:31.979 among psychologists, generational experts. It's 00:02:31.979 --> 00:02:35.120 clear. This isn't laziness. It's a direct byproduct 00:02:35.120 --> 00:02:38.120 of their unique formative experiences. Like what 00:02:38.120 --> 00:02:39.900 specifically? Well, think about it. They grew 00:02:39.900 --> 00:02:42.520 up digital first. Answers are usually just a 00:02:42.520 --> 00:02:44.960 quick search away. Most communication through 00:02:44.960 --> 00:02:48.159 a screen. OK. Then their key social development 00:02:48.159 --> 00:02:51.939 years hit by the pandemic, isolation, fewer chances 00:02:51.939 --> 00:02:54.340 for those nuanced real time social practices. 00:02:54.340 --> 00:02:56.860 Right. Let's practice reading cues and reacting 00:02:56.860 --> 00:03:01.080 on the spot. Precisely. So maybe a lower tolerance 00:03:01.080 --> 00:03:04.439 for ambiguity in face -to -face situations and 00:03:04.439 --> 00:03:06.939 potentially higher performance anxiety when things 00:03:06.939 --> 00:03:09.560 are unscripted. They're not disengaged. They're 00:03:09.560 --> 00:03:11.960 adapting. They're trying to operate in a world, 00:03:12.180 --> 00:03:14.979 a workplace with rules that feel different from 00:03:14.979 --> 00:03:17.659 their native digital environment. So that pause, 00:03:18.080 --> 00:03:20.599 the stare. It's like they're trying to download 00:03:20.599 --> 00:03:23.120 the right response, but the connection is slow 00:03:23.120 --> 00:03:24.939 in that moment. That's a great way to put it. 00:03:25.039 --> 00:03:26.819 They're trying to process it all in real time. 00:03:27.340 --> 00:03:30.259 So understanding this. Yeah. It's not just about 00:03:30.259 --> 00:03:32.800 knowing the product knowledge. It's about navigating 00:03:32.800 --> 00:03:34.699 the social dance too. Yeah. And that's where 00:03:34.699 --> 00:03:37.199 the overload happens. Which brings us to the 00:03:37.199 --> 00:03:39.039 big question for the retail execs listening. 00:03:39.759 --> 00:03:42.240 Why should you care deeply about this? Beyond 00:03:42.240 --> 00:03:44.439 just a generational insight, what are the real 00:03:44.439 --> 00:03:46.520 business implications? Oh, the implications are 00:03:46.520 --> 00:03:48.580 huge. And they directly impact your bottom line. 00:03:48.680 --> 00:03:51.159 I mean, retail is human interaction, fundamentally. 00:03:51.400 --> 00:03:53.900 From the greeting to the sale. Exactly. That 00:03:53.900 --> 00:03:56.099 first hello, the product advice, the checkout. 00:03:56.539 --> 00:03:58.919 Your frontline associates are your brand in those 00:03:58.919 --> 00:04:01.259 moments. They shape the whole customer experience. 00:04:01.620 --> 00:04:04.099 And Gen Z is a growing part of that frontline. 00:04:04.219 --> 00:04:06.860 A major part. Data shows they're a significant 00:04:06.860 --> 00:04:10.860 and increasing share of new hires. So understanding 00:04:10.860 --> 00:04:14.439 how they tick, what they need to succeed, it's 00:04:14.439 --> 00:04:16.459 not optional anymore. It's critical. And if you 00:04:16.459 --> 00:04:19.220 misinterpret the stare, you miss a huge opportunity. 00:04:19.600 --> 00:04:22.259 You see it as a character flaw, maybe poor motivation. 00:04:23.300 --> 00:04:25.500 But these employees, they want to do well. They 00:04:25.500 --> 00:04:28.279 really do. But if our traditional training methods 00:04:28.279 --> 00:04:31.000 leave them feeling unprepared, unsupported, maybe 00:04:31.000 --> 00:04:33.680 overwhelmed. You see the results. Like higher 00:04:33.680 --> 00:04:36.180 turnover. Definitely. Higher turnover, especially 00:04:36.180 --> 00:04:39.660 among new hires. Lower customer SAT scores because 00:04:39.660 --> 00:04:42.399 customers feel ignored or unhelped. Even smaller 00:04:42.399 --> 00:04:45.000 basket sizes, potentially, because associates 00:04:45.000 --> 00:04:47.779 lack the confidence, maybe the skills, to upsell 00:04:47.779 --> 00:04:50.079 or recommend effectively. So it's not just an 00:04:50.079 --> 00:04:52.560 awkward moment. It actually hinders business. 00:04:52.660 --> 00:04:56.259 Directly. It impedes conversion, loyalty. Everything 00:04:56.259 --> 00:04:58.139 you're aiming for. Okay, the stakes are definitely 00:04:58.139 --> 00:05:00.819 high. So if those old methods, the manuals, the 00:05:00.819 --> 00:05:03.100 static power coins aren't working, what do we 00:05:03.100 --> 00:05:06.079 do? How do we rethink training for this reality? 00:05:06.279 --> 00:05:08.399 That's the core question, isn't it? You nailed 00:05:08.399 --> 00:05:10.939 it. You can't train this generation effectively 00:05:10.939 --> 00:05:14.019 with a dusty binder or a click -through slideshow 00:05:14.019 --> 00:05:16.040 they do once and forget. Because they grew up 00:05:16.040 --> 00:05:18.360 differently. Completely. Mobile devices are like 00:05:18.360 --> 00:05:21.480 extensions of themselves. They consume info in 00:05:21.480 --> 00:05:24.759 small, engaging bites. They expect personalized, 00:05:24.819 --> 00:05:28.019 on -demand everything, including at work. So 00:05:28.019 --> 00:05:31.639 when they hit that pause, that stare moment with 00:05:31.639 --> 00:05:35.079 a customer. That's the exact moment effective 00:05:35.079 --> 00:05:37.600 training needs to activate. Not just policy points, 00:05:37.740 --> 00:05:40.339 but clear, practical guidance, showing how to 00:05:40.339 --> 00:05:43.420 respond, explaining why it matters in that context, 00:05:43.759 --> 00:05:45.660 defining what success looks like right then and 00:05:45.660 --> 00:05:48.459 there. Actionable guidance in the moment. Precisely. 00:05:48.579 --> 00:05:50.600 Deliver it exactly when that cognitive load gets 00:05:50.600 --> 00:05:52.720 too heavy. Okay, so it's about supporting the 00:05:52.720 --> 00:05:54.600 doing, not just the knowing. What does that look 00:05:54.600 --> 00:05:57.160 like in practice? What are the key features of 00:05:57.160 --> 00:05:59.420 training that really works for Gen Z? Well, connecting 00:05:59.420 --> 00:06:01.600 it back to the big picture for you as executives, 00:06:01.980 --> 00:06:05.399 the data is really clear. Gen Z thrives on context, 00:06:05.699 --> 00:06:08.160 clarity, and coaching. And it has to be delivered 00:06:08.160 --> 00:06:10.439 in a way that fits their natural style. It's 00:06:10.439 --> 00:06:12.439 not just preference. It's about effectiveness, 00:06:13.120 --> 00:06:15.699 how they learn best, how they retain it, how 00:06:15.699 --> 00:06:18.480 they apply it. So what are those characteristics? 00:06:18.680 --> 00:06:21.779 I'd say there are four essentials. First, Mobile 00:06:21.779 --> 00:06:24.459 first. Not just mobile friendly, but built for 00:06:24.459 --> 00:06:26.699 the phone. Exactly. It's their primary tool. 00:06:27.180 --> 00:06:29.800 Delivering training content right to their device 00:06:29.800 --> 00:06:32.620 makes it part of their flow, not an interruption. 00:06:32.819 --> 00:06:35.139 Think of their phone becoming an on -demand job 00:06:35.139 --> 00:06:37.720 aid, a mental in their pocket. OK, mobile first. 00:06:37.740 --> 00:06:40.939 What's next? Second, video rich and visual, highly 00:06:40.939 --> 00:06:44.240 visual. Think TikTok meets retail ops. Short 00:06:44.240 --> 00:06:47.420 punchy videos. Yes, short, engaging videos showing 00:06:47.420 --> 00:06:50.300 real scenarios, demonstrating how to handle something, 00:06:50.339 --> 00:06:52.500 how product works, that sticks way better than 00:06:52.500 --> 00:06:54.800 reading slides. It taps into how they already 00:06:54.800 --> 00:06:58.240 consume information. Makes sense. Third, on -demand 00:06:58.240 --> 00:07:01.899 and repeatable. Gen Z values autonomy. They like 00:07:01.899 --> 00:07:04.759 learning at their own pace. So a platform where 00:07:04.759 --> 00:07:06.839 they can revisit a module, get a quick refresher, 00:07:07.019 --> 00:07:09.540 search FAQs in the moment that builds confidence. 00:07:09.639 --> 00:07:11.639 They can solve problems themselves, reducing 00:07:11.639 --> 00:07:13.800 reliance on managers for every little thing. 00:07:13.899 --> 00:07:16.399 Empowers them more. And the last one. And finally, 00:07:16.540 --> 00:07:19.310 fourth, it needs to be two -way. Interactive. 00:07:19.569 --> 00:07:22.449 Not just top -down information push. Right. Feedback 00:07:22.449 --> 00:07:25.050 isn't just one way. Building in things like quick 00:07:25.050 --> 00:07:27.949 polls, prompts, maybe short quizzes, it keeps 00:07:27.949 --> 00:07:31.170 them engaged, gives them a sense of agency, and 00:07:31.170 --> 00:07:34.449 crucially, it gives you, the leaders, valuable 00:07:34.449 --> 00:07:36.449 data. You see what's landing, what's not, where 00:07:36.449 --> 00:07:39.069 you need to adjust in real time. That framework 00:07:39.069 --> 00:07:41.850 sounds powerful. Mobile first, video rich, on 00:07:41.850 --> 00:07:45.170 -demand, two -way. But, you know, for an executive 00:07:45.170 --> 00:07:47.970 managing maybe hundreds, even thousands of employees 00:07:47.970 --> 00:07:50.470 across different stores, implementing that sounds 00:07:50.470 --> 00:07:52.990 like a huge practical challenge. How do you ensure 00:07:52.990 --> 00:07:55.069 consistency? How do you make it work smoothly 00:07:55.069 --> 00:07:57.389 on a busy sales floor? This is where platforms 00:07:57.389 --> 00:07:59.490 like INCITE become really relevant for our listeners, 00:07:59.689 --> 00:08:01.970 right? Absolutely. That's the critical bridge. 00:08:02.350 --> 00:08:04.389 The challenge isn't just having mobile training, 00:08:04.750 --> 00:08:07.370 it's making it work effectively in the chaos 00:08:07.370 --> 00:08:10.709 of retail reality. consistently across the whole 00:08:10.709 --> 00:08:13.389 organization. And that's precisely where a platform 00:08:13.389 --> 00:08:16.129 like INCITE really comes into its own. Remember, 00:08:16.129 --> 00:08:18.290 it's developed by MMP. They've got nearly 30 00:08:18.290 --> 00:08:20.970 years focused specifically on retail performance, 00:08:21.370 --> 00:08:24.129 designing tools for field teams. So INCITE isn't 00:08:24.129 --> 00:08:27.250 just software. It's built with that retail context 00:08:27.250 --> 00:08:30.810 baked in. Exactly. It's purpose built. It understands 00:08:30.810 --> 00:08:33.429 Gen Z's learning style and the operational demands 00:08:33.429 --> 00:08:35.809 of your stores. It's designed to support this 00:08:35.809 --> 00:08:38.190 new generation effectively. OK, so let's connect. 00:08:38.190 --> 00:08:41.149 dots explicitly. How does INCITE deliver on 00:08:41.149 --> 00:08:42.809 those four characteristics we just talked about? 00:08:43.190 --> 00:08:44.990 For executives already using INCITE, what are 00:08:44.990 --> 00:08:47.750 the key features that really nail this for Gen 00:08:47.750 --> 00:08:50.110 Z and modern retail? Right, let's break it down. 00:08:50.350 --> 00:08:53.570 INCITE tackles these needs head -on. First, 00:08:53.789 --> 00:08:55.669 that mobile -first learning design. It's built 00:08:55.669 --> 00:08:58.210 for in the flow of work. An associate needs help 00:08:58.210 --> 00:09:00.370 with a product feature while with a customer. 00:09:00.470 --> 00:09:02.809 They can pull up a quick video right there. Instantly, 00:09:02.950 --> 00:09:05.889 on their device, without leaving the sales floor. 00:09:06.769 --> 00:09:09.769 That drastically cuts down that processing pause, 00:09:09.970 --> 00:09:12.230 that stare, because the answer is right there. 00:09:12.409 --> 00:09:15.289 Okay, huge. What about video? It leans heavily 00:09:15.289 --> 00:09:17.710 into short -form video content, just like we 00:09:17.710 --> 00:09:21.009 discussed. It mirrors how Gen Z naturally consumes 00:09:21.009 --> 00:09:24.309 info, makes training, engaging, digestible much 00:09:24.309 --> 00:09:26.830 more memorable. And the on -demand ask. Covered. 00:09:26.909 --> 00:09:29.649 Plus, INCITE allows for custom branding and 00:09:29.649 --> 00:09:32.600 interface design. Which sounds small, but it's 00:09:32.600 --> 00:09:35.299 vital for consistency and adoption. So it feels 00:09:35.299 --> 00:09:37.779 like their store's tool, not some generic app. 00:09:38.080 --> 00:09:41.120 Exactly. It feels integrated, intuitive, less 00:09:41.120 --> 00:09:43.100 like mandatory training, more like a helpful 00:09:43.100 --> 00:09:45.720 resource. And the two -way interaction. and connecting 00:09:45.720 --> 00:09:48.259 it to results. That's key, too. INCITE has built 00:09:48.259 --> 00:09:50.240 -in coaching and task management. It's not just 00:09:50.240 --> 00:09:51.919 about learning content. It's about connecting 00:09:51.919 --> 00:09:54.019 that learning directly to outcomes. Like better 00:09:54.019 --> 00:09:56.519 sales, better service. Right. Ensuring knowledge 00:09:56.519 --> 00:09:59.080 turns into better performance. You can even deliver 00:09:59.080 --> 00:10:02.120 real -time nudges to reinforce good habits. And 00:10:02.120 --> 00:10:06.279 for the executives, the data. Crucial. robust 00:10:06.279 --> 00:10:09.220 analytics. You get real -time visibility into 00:10:09.220 --> 00:10:11.480 what's working, who's engaged, where you might 00:10:11.480 --> 00:10:14.120 need to tweak the training. You can see completion 00:10:14.120 --> 00:10:16.759 rates, engagement levels, even correlate training 00:10:16.759 --> 00:10:19.950 activity with actual sales performance. So you 00:10:19.950 --> 00:10:21.769 can measure the impact directly. Absolutely. 00:10:21.809 --> 00:10:24.529 We've seen retailers use INCITE to target specific 00:10:24.529 --> 00:10:27.269 things like social anxiety around greetings They 00:10:27.269 --> 00:10:29.710 built micro learnings for it and saw results 00:10:29.710 --> 00:10:32.889 Yeah, like a 15 % improvement in positive initial 00:10:32.889 --> 00:10:35.250 customer greetings within just three months that 00:10:35.250 --> 00:10:38.429 directly impacts first impressions customer perception 00:10:38.429 --> 00:10:41.450 It's tangible. The big difference really is that 00:10:41.450 --> 00:10:44.210 INCITE isn't just tech thrown at a problem It 00:10:44.210 --> 00:10:46.870 pairs the tools with a deep understanding of 00:10:46.870 --> 00:10:49.470 how people learn especially this general and 00:10:49.470 --> 00:10:51.450 a real commitment to supporting those frontline 00:10:51.450 --> 00:10:54.649 teams. It addresses the stare by building competence 00:10:54.649 --> 00:10:57.370 and confidence proactively. So wrapping this 00:10:57.370 --> 00:10:59.789 up, what's the big takeaway for you as a retail 00:10:59.789 --> 00:11:02.049 leader listening today? The core message seems 00:11:02.049 --> 00:11:05.210 clear. The Gen Z stare. It isn't a failure, it's 00:11:05.210 --> 00:11:08.370 more like a flag. A flag or a diagnostic light, 00:11:08.409 --> 00:11:10.950 yeah. It tells us today's workforce needs something 00:11:10.950 --> 00:11:14.370 different. More clarity, more immediate support. 00:11:14.679 --> 00:11:16.980 training that actually meets them where they 00:11:16.980 --> 00:11:19.240 are. Instead of us expecting them to just adapt 00:11:19.240 --> 00:11:22.039 to old ways that maybe never worked that well 00:11:22.039 --> 00:11:24.840 anyway. Right. And that really raises a key question 00:11:24.840 --> 00:11:28.440 for every retail executive. Are your stores genuinely 00:11:28.440 --> 00:11:31.059 aligned with the needs of your modern workforce? 00:11:31.690 --> 00:11:34.309 Or are you just sort of aware of the changes? 00:11:34.450 --> 00:11:36.409 Big difference between awareness and alignment. 00:11:36.710 --> 00:11:39.509 Huge. Investing in understanding these needs, 00:11:39.610 --> 00:11:42.230 delivering training through platforms like INCITE 00:11:42.230 --> 00:11:44.330 that are built for this. It's not just about 00:11:44.330 --> 00:11:47.250 reducing awkward pauses. It's about empowering 00:11:47.250 --> 00:11:50.769 your teams, enabling them to deliver truly standout 00:11:50.769 --> 00:11:52.929 customer experiences. Turning that potential 00:11:52.929 --> 00:11:55.730 generational disconnect into a real measurable 00:11:55.730 --> 00:11:58.289 competitive advantage. Transforming that moment 00:11:58.289 --> 00:12:00.730 of anxiety into a moment of confident connection. 00:12:01.029 --> 00:12:03.570 OK. Powerful stuff. So here's a final thought 00:12:03.570 --> 00:12:06.269 to leave you with. If the stare is a processing 00:12:06.269 --> 00:12:09.909 pause, we can learn from and support what other 00:12:09.909 --> 00:12:11.830 behaviors or challenges you might be seeing in 00:12:11.830 --> 00:12:13.929 your workforce. Things that seem negative on 00:12:13.929 --> 00:12:16.549 the surface might actually be valuable signals, 00:12:17.009 --> 00:12:18.970 signals pointing towards needed innovations and 00:12:18.970 --> 00:12:21.009 how you train and support your people. What else 00:12:21.009 --> 00:12:22.289 is waiting for you to decode?