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Case Study

Custome E-Learning Course Creates Customer-Experience All-Stars

Charlotte Regional Visitors Authority

The Charlotte Regional Visitors Authority (CRVA) supports economic development by generating more than $7 billion in direct visitor spending with local businesses. With eight additional brands under the CRVA umbrella, the CRVA strives to bring more business, visitation and advocacy to the Charlotte area.

T H E   C H A L L E N G E

The CRVA partnered with RedRover to create an authentic e-learning course that would streamline staff-wide training initiatives, boost information retention and consistent application, and enhance their customer-experience standards.

T H E   D R E A M

The CRVA wanted customers to have unforgettable experiences with their brands. They strived to deliver such exceptional service across departments that they would receive national recognition and would be envied by competitors, so nothing short of Waldorf Astoria level training and guest service would do.

T H E   S T R A T E G Y

Customized Research & Strategy Development

RedRover set out to create a training solution that was highly tailored to the CRVA’s unique needs, standards, culture and staff. To do so, the Pack started with intensive research to discover the ins and outs of the organization, including interviewing key stakeholders.

Using these key insights and previous company training assets, RedRover began crafting a course that featured real issues, success stories and employees of the CRVA.

Storyboards & Voiceover Scripting

RedRover created storyboard modules around the CRVA’s five key service standards, following the customer journey from initial engagement to authentic closing. The Pack leveraged online reviews, testimonials and case studies to capture realistic scenarios for the CRVA’s service members. RedRover used mini-quizzes to ensure engagement, learning and retention throughout each module, and the CRVA staff performed the narration to convey material in voices people knew and trusted.

Holistic Collateral

RedRover created additional, offline collateral to integrate the e-learning materials into everyday meetings and maintain sustainable momentum. The Pack created one-sheeter documents with quick tips for managers to reference, allowing them to organically reiterate the service standards in conversations and keep employees focused on the big picture.

Learning-Management Platform

RedRover transformed the prototypical modules into an easy-to-use, on-demand course. Pack members helped to upload, publish and perform quality-control checks for each module.

T H E   R E S U L T S

The completed course allowed the CRVA to easily disseminate important information to a large audience, spanning across departments, positions, brands and locations. The modules unified more than 100 staff members around a shared vision for exceptional service, resulting in a high-performing team and raving customers. With the ease of the e-learning platform, the CRVA has been able to keep learning alive over time.

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