So if you've stepped into a retail store recently,
maybe one with younger staff, you might have
experienced it. That sort of pause, people are
calling it the Gen Z stare. Right, that moment
of silence. Yeah, and it often gets read as,
you know, disinterest, or even being a bit rude.
Like a blank look, no immediate, how can I help,
just waiting. Exactly. And it's not just something
you notice offhand. It actually went viral on
TikTok, sparked a lot of debate. But what if
it isn't really about apathy? I mean, what if
that pause, that stare, what if it's actually
a critical signal? A signal. How so? Like a diagnostic
light flashing, telling us something important
about how we need to train and support this new
generation of workers. OK. So today's deep dive
is all about unpacking that. What does it really
mean? What are the implications for retail? Crucially
for you listening, especially those of you familiar
with platforms like INCITE, how do modern training
tools address these exact challenges, turning
them into, well, opportunities? And we're basing
this on recent industry analysis, right? Including
that piece, the Gen Z stare, what retailers need
to understand. Exactly. That's one of our key
sources. OK, so we've set the stage. Let's dig
in. What exactly is this Gen Z stare we're talking
about? You mentioned that frozen or wide -eyed
look. Yeah, that's pretty much it. It's like
a momentary freeze or this wide -eyed, maybe
slightly bewildered expression. It happens when
younger workers face, you know, routine questions,
unexpected stuff, or just awkward moments with
customers. And older generations might see that
and think. Well, the common interpretation is
lack of engagement. or they didn't understand,
or they just don't care, disinterest. But if
you actually look at the research or listen to
Gen Z themselves, it's a different story. They'll
often say that stare is the visible sign of intense
internal stuff going on, like processing stress
or social anxiety. That's overwhelm. Exactly,
overwhelm, especially in those real world face
-to -face interactions where the script isn't
clear, they're not sure how to respond, so they
pause. It's like their system is momentarily
overloaded. It completely reframes it. It's not
laziness, it's processing. So if the steer is
a signal, then figuring out what it's signaling
is key. You mentioned experts have weighed in.
What are they saying about why this generation
responds this way? Is it really not about lacking
common sense or work ethic? No, absolutely not.
That's the lazy conclusion, frankly. The consensus
among psychologists, generational experts. It's
clear. This isn't laziness. It's a direct byproduct
of their unique formative experiences. Like what
specifically? Well, think about it. They grew
up digital first. Answers are usually just a
quick search away. Most communication through
a screen. OK. Then their key social development
years hit by the pandemic, isolation, fewer chances
for those nuanced real time social practices.
Right. Let's practice reading cues and reacting
on the spot. Precisely. So maybe a lower tolerance
for ambiguity in face -to -face situations and
potentially higher performance anxiety when things
are unscripted. They're not disengaged. They're
adapting. They're trying to operate in a world,
a workplace with rules that feel different from
their native digital environment. So that pause,
the stare. It's like they're trying to download
the right response, but the connection is slow
in that moment. That's a great way to put it.
They're trying to process it all in real time.
So understanding this. Yeah. It's not just about
knowing the product knowledge. It's about navigating
the social dance too. Yeah. And that's where
the overload happens. Which brings us to the
big question for the retail execs listening.
Why should you care deeply about this? Beyond
just a generational insight, what are the real
business implications? Oh, the implications are
huge. And they directly impact your bottom line.
I mean, retail is human interaction, fundamentally.
From the greeting to the sale. Exactly. That
first hello, the product advice, the checkout.
Your frontline associates are your brand in those
moments. They shape the whole customer experience.
And Gen Z is a growing part of that frontline.
A major part. Data shows they're a significant
and increasing share of new hires. So understanding
how they tick, what they need to succeed, it's
not optional anymore. It's critical. And if you
misinterpret the stare, you miss a huge opportunity.
You see it as a character flaw, maybe poor motivation.
But these employees, they want to do well. They
really do. But if our traditional training methods
leave them feeling unprepared, unsupported, maybe
overwhelmed. You see the results. Like higher
turnover. Definitely. Higher turnover, especially
among new hires. Lower customer SAT scores because
customers feel ignored or unhelped. Even smaller
basket sizes, potentially, because associates
lack the confidence, maybe the skills, to upsell
or recommend effectively. So it's not just an
awkward moment. It actually hinders business.
Directly. It impedes conversion, loyalty. Everything
you're aiming for. Okay, the stakes are definitely
high. So if those old methods, the manuals, the
static power coins aren't working, what do we
do? How do we rethink training for this reality?
That's the core question, isn't it? You nailed
it. You can't train this generation effectively
with a dusty binder or a click -through slideshow
they do once and forget. Because they grew up
differently. Completely. Mobile devices are like
extensions of themselves. They consume info in
small, engaging bites. They expect personalized,
on -demand everything, including at work. So
when they hit that pause, that stare moment with
a customer. That's the exact moment effective
training needs to activate. Not just policy points,
but clear, practical guidance, showing how to
respond, explaining why it matters in that context,
defining what success looks like right then and
there. Actionable guidance in the moment. Precisely.
Deliver it exactly when that cognitive load gets
too heavy. Okay, so it's about supporting the
doing, not just the knowing. What does that look
like in practice? What are the key features of
training that really works for Gen Z? Well, connecting
it back to the big picture for you as executives,
the data is really clear. Gen Z thrives on context,
clarity, and coaching. And it has to be delivered
in a way that fits their natural style. It's
not just preference. It's about effectiveness,
how they learn best, how they retain it, how
they apply it. So what are those characteristics?
I'd say there are four essentials. First, Mobile
first. Not just mobile friendly, but built for
the phone. Exactly. It's their primary tool.
Delivering training content right to their device
makes it part of their flow, not an interruption.
Think of their phone becoming an on -demand job
aid, a mental in their pocket. OK, mobile first.
What's next? Second, video rich and visual, highly
visual. Think TikTok meets retail ops. Short
punchy videos. Yes, short, engaging videos showing
real scenarios, demonstrating how to handle something,
how product works, that sticks way better than
reading slides. It taps into how they already
consume information. Makes sense. Third, on -demand
and repeatable. Gen Z values autonomy. They like
learning at their own pace. So a platform where
they can revisit a module, get a quick refresher,
search FAQs in the moment that builds confidence.
They can solve problems themselves, reducing
reliance on managers for every little thing.
Empowers them more. And the last one. And finally,
fourth, it needs to be two -way. Interactive.
Not just top -down information push. Right. Feedback
isn't just one way. Building in things like quick
polls, prompts, maybe short quizzes, it keeps
them engaged, gives them a sense of agency, and
crucially, it gives you, the leaders, valuable
data. You see what's landing, what's not, where
you need to adjust in real time. That framework
sounds powerful. Mobile first, video rich, on
-demand, two -way. But, you know, for an executive
managing maybe hundreds, even thousands of employees
across different stores, implementing that sounds
like a huge practical challenge. How do you ensure
consistency? How do you make it work smoothly
on a busy sales floor? This is where platforms
like INCITE become really relevant for our listeners,
right? Absolutely. That's the critical bridge.
The challenge isn't just having mobile training,
it's making it work effectively in the chaos
of retail reality. consistently across the whole
organization. And that's precisely where a platform
like INCITE really comes into its own. Remember,
it's developed by MMP. They've got nearly 30
years focused specifically on retail performance,
designing tools for field teams. So INCITE isn't
just software. It's built with that retail context
baked in. Exactly. It's purpose built. It understands
Gen Z's learning style and the operational demands
of your stores. It's designed to support this
new generation effectively. OK, so let's connect.
dots explicitly. How does INCITE deliver on
those four characteristics we just talked about?
For executives already using INCITE, what are
the key features that really nail this for Gen
Z and modern retail? Right, let's break it down.
INCITE tackles these needs head -on. First,
that mobile -first learning design. It's built
for in the flow of work. An associate needs help
with a product feature while with a customer.
They can pull up a quick video right there. Instantly,
on their device, without leaving the sales floor.
That drastically cuts down that processing pause,
that stare, because the answer is right there.
Okay, huge. What about video? It leans heavily
into short -form video content, just like we
discussed. It mirrors how Gen Z naturally consumes
info, makes training, engaging, digestible much
more memorable. And the on -demand ask. Covered.
Plus, INCITE allows for custom branding and
interface design. Which sounds small, but it's
vital for consistency and adoption. So it feels
like their store's tool, not some generic app.
Exactly. It feels integrated, intuitive, less
like mandatory training, more like a helpful
resource. And the two -way interaction. and connecting
it to results. That's key, too. INCITE has built
-in coaching and task management. It's not just
about learning content. It's about connecting
that learning directly to outcomes. Like better
sales, better service. Right. Ensuring knowledge
turns into better performance. You can even deliver
real -time nudges to reinforce good habits. And
for the executives, the data. Crucial. robust
analytics. You get real -time visibility into
what's working, who's engaged, where you might
need to tweak the training. You can see completion
rates, engagement levels, even correlate training
activity with actual sales performance. So you
can measure the impact directly. Absolutely.
We've seen retailers use INCITE to target specific
things like social anxiety around greetings They
built micro learnings for it and saw results
Yeah, like a 15 % improvement in positive initial
customer greetings within just three months that
directly impacts first impressions customer perception
It's tangible. The big difference really is that
INCITE isn't just tech thrown at a problem It
pairs the tools with a deep understanding of
how people learn especially this general and
a real commitment to supporting those frontline
teams. It addresses the stare by building competence
and confidence proactively. So wrapping this
up, what's the big takeaway for you as a retail
leader listening today? The core message seems
clear. The Gen Z stare. It isn't a failure, it's
more like a flag. A flag or a diagnostic light,
yeah. It tells us today's workforce needs something
different. More clarity, more immediate support.
training that actually meets them where they
are. Instead of us expecting them to just adapt
to old ways that maybe never worked that well
anyway. Right. And that really raises a key question
for every retail executive. Are your stores genuinely
aligned with the needs of your modern workforce?
Or are you just sort of aware of the changes?
Big difference between awareness and alignment.
Huge. Investing in understanding these needs,
delivering training through platforms like INCITE
that are built for this. It's not just about
reducing awkward pauses. It's about empowering
your teams, enabling them to deliver truly standout
customer experiences. Turning that potential
generational disconnect into a real measurable
competitive advantage. Transforming that moment
of anxiety into a moment of confident connection.
OK. Powerful stuff. So here's a final thought
to leave you with. If the stare is a processing
pause, we can learn from and support what other
behaviors or challenges you might be seeing in
your workforce. Things that seem negative on
the surface might actually be valuable signals,
signals pointing towards needed innovations and
how you train and support your people. What else
is waiting for you to decode?