Seth Godin Takes On The Cost Of Training With Learning Science

“Training pays.”

It sure does, Seth Godin! The marketing philosopher, legendary for delivering pithy and incisive ruminations to his email subscribers every morning, ran a great piece on retail training a few days ago. In the blog post, Godin applied sharp logic to a math problem facing every front-line manager in the world: how much employee training should I pay for? His answer—and his insight—was to look at the question in terms of investment, not cost.

Imagine a customer service rep. Fully costed out, it might cost $5 for this person to service a single customer by phone. An untrained rep doesn’t understand the product, or how to engage, or hasn’t been brought up to speed on your systems. As a result, the value delivered in the call is precisely zero (in fact it’s negative, because you’ve disappointed your customer).

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