HEART Beat Live: Subaru's National Training Broadcast

Background & Objective:

In 2020, CDG was selected by Subaru to help build their new customer experience training program, known as Love Promise University (LPU), for all of Subaru's 635+ Retailers nationwide. This program was developed as a testament to Subaru's commitment to shifting the retail culture to show a greater level of 'Love' and respect to all customers in every interaction to create an industry leading customer experience. After an intense year developing the brand, designing curricula, onboarding employees, and piloting the LPU Mission across select stores, Love Promise University was ready to be launched to 635+ etailers nationwide. As part of the national roll out of curriculum, CDG proposed a quarterly series of live broadcasts, filmed n a studio and at the Retailers titled 'HEART Beat Live' and 'HEART Beat Live On the Road! The broadcasts aimed to reach thousands of viewers including Leadership Teams and Customer Facing Teams within 635+ Subaru Retailers nationwide.

Learner Audience:

Subaru Leadership and Customer-Facing teams in 635+ Retailers nationwide.

Strategic Approach:

order to reach the intended audience, CDG proposed a "one-to many" and "many-to-one" approach, utilizin veConnect™, CDG's interactive, multi-view, streaming platform. With the collaboration of Subaru's SMEs, CDG's instruction

ersatility and engagement of these broadcasts yielded high viewership, participation, and positive feedback from learners o further cement the training and make it accessible to future viewers, live broadcasts were recorded and uploaded to Subaru's LMS platform and Community Portal.

Results:

Since April 2021, CDG has produced (10) broadcasts to the Leadership Team and Customer-Facing Teams. In addition, (14) broadcasts were produced specifically to Love Promise Champions, a new role that was created to champion the Love Promise University Mission to individual Retailers. In combination, HEART Beat Live Broadcasts have garnered viewership of over 40,000 - so far! According to post-training surveys, 96.1% of Leadership and Customer-Facing Teams would recommend this training to be viewed by other Subaru employees. In addition, 95.3% found the content to be helpful in their respective roles.