New hire program redesign
Leading athletic brand
A leading athletic brand needed to redesign their Digital Engagement team onboarding and ongoing training to improve social media customer support quality and ensure consistent brand representation across all digital touchpoints.
Challenge
New team members lacked structured onboarding for complex social media customer service protocols
Performance evaluation processes were unclear, leading to inconsistent service quality across digital platforms
Team members needed practical training on handling diverse customer scenarios while maintaining brand voice
No standardized practice sessions existed to build confidence before live customer interactions
Solution
We designed a comprehensive blended learning ecosystem combining self-paced digital modules with instructor-led practice sessions to ensure consistent, high-quality digital customer engagement. This training program was developed alongside a comprehensive Digital Engagement Community Supports Playbook that served as the foundational reference guide.
Foundational Training:
Welcome to Digital Engagement - Comprehensive onboarding presentation establishing team purpose, brand standards, and platform-specific protocols
Performance Metrics Training - Interactive slide deck explaining evaluation criteria, quality assessments, and professional development pathways using real scoring scenarios
Skills Development:
eLearning Modules - Self-paced digital lessons introducing core concepts and customer scenarios with integrated playbook reflection exercises
Instructor-Led Practice Sessions - Four structured workshops where learners discussed their playbook responses to Rise scenarios, received feedback, and practiced real-time customer interactions
Hands-on System Training - Live demonstrations and guided practice with customer service platforms and response protocols
This blended approach created a learning progression from individual reflection to collaborative discussion to practical application, ensuring both knowledge retention and confident real-world performance.
