business & retail
the art of selling whatever it is you have.
from products to services. supply and demand.
free for 2026
retail KPI’s int.
Understanding Key Performance Indicators (KPIs) is essential for tracking success in any environment. This course begins with a general overview of KPIs, helping you identify what to measure and how to keep it simple for goal attainment. You’ll then explore different methods for measuring KPIs, their importance, and how calculations vary across environments. Next, we focus on driving real change by streamlining goals, implementing processes, and following the “Plan, Do, Review” approach. Measuring success is key, so we delve into goal setting, prioritisation, and celebrating achievements. Finally, we reflect on key learnings, discuss how KPIs apply beyond work, and develop actionable steps for lasting impact.
Week 1 — What are KPI’s
Week 2 — Measuring KPI’s
Week 3 — Moving the needle
Week 4 — Measuring success
Week 5 — What did we learn - round up
Customer EXPERIENCE int.
Exceptional customer service is the foundation of any successful business. This course begins by exploring what customer service truly means, where it starts and ends, and how to create a welcoming space that opens up opportunities. Next, we examine service models, the key elements that define great service across industries, and how product knowledge enhances the customer experience. Building on this, we focus on exceeding expectations, integrating sales within service, and balancing quality with quantity. Understanding the difference between service and experience is key to fostering long-term loyalty and ensuring today’s sales lead to future success. Finally, we reflect on the purpose of service, the role of product knowledge, and the lasting impact of strong customer relationships.
Week 1 — What is Customer Service
Week 2 — Service models
Week 3 — Service expectations
Week 4 — Service vs Experience
Week 5 — What did we learn - round up
retail KPI’s *ADV.
Driving success through KPIs and targets starts with clear goals and a strong foundation. This course covers setting up for success, tracking daily to yearly progress, and recognising hidden service KPIs. You’ll learn how to influence and motivate colleagues, challenge the status quo, and embed KPIs into your core business strategy. We explore effective communication, visual aids, and innovative thinking to support success. Creating the right environment, strong team briefings, and recognising missed opportunities are key to staying on track. Finally, we focus on maintaining energy, adapting to challenges, and turning insights into ongoing action.
Week 1 — KPI’s and Targets
Week 2 — Influencing your environment to achieve
Week 3 — Embedding KPI’s in all you do
Week 4 — Creating a KPI environment
Week 5 — What did we learn - round up
Customer expirience *ADV.
Advanced customer service goes beyond transactions—it’s about crafting exceptional consumer experiences. This course explores the difference between service and experience, the consumer journey, and how CRM helps build lasting relationships. You’ll dive into the psychology of service, balancing physical and digital interactions, and navigating the complexities of omni-channel experiences. We cover expertise in service, continuous improvement, and the importance of service KPIs. The connection between sales and service, team support, and the role of social media in retail are also key topics. Finally, we focus on refining strategies, staying digital-ready, and making service a fundamental part of business success.
Week 1 — Consumer Experience vs Customer Service
Week 2 — The Psychology of service
Week 3 — Service and areas of expertise
Week 4 — Sales vs Service
Week 5 — What did we learn - round up
Store Standards int.
Maintaining high store standards is essential for a successful retail space. This course covers the importance of store standards, the key areas of a retail environment, and the impact of cleanliness, merchandising, and visual presentation. You’ll learn how to conduct effective checks, record findings, and create a scoring system to track performance. We explore physical walkthroughs, business expectations, and the role of personal accountability in maintaining standards. Action planning, influencing colleagues, and ongoing communication help sustain improvements. Finally, we focus on consistent checks, correcting errors, and embedding high standards into daily operations.
Week 1 — Store standards and their importance
Week 2 — Checks and Audits
Week 3 — Standards and influencing your environment
Week 4 — Action planning and invoking change
Week 5 — What did we learn - round up
store standards *adv.
Elevating store standards requires attention to detail and a commitment to excellence. This course focuses on refining merchandising, creating engaging environments, and ensuring consistency through well-planned execution. You’ll explore scheduling, competitor analysis, and the value of diverse perspectives in maintaining high standards. We dive into self-sustaining environments, team mindset, and embedding a culture of excellence. Measuring the impact of standards, balancing cost versus time, and addressing behaviours over training are key topics. Finally, we emphasise proactive checks, self-analysis, and continuous improvement to drive long-term success.
Week 1 — The finer details
Week 2 — Responsibility and your competitors
Week 3 — Triggers and Pulleys within your space
Week 4 — Quantifying your store and measuring impact
Week 5 — What did we learn - round up
Managing vs leading Int.
Effective leadership goes beyond management—it’s about influence, vision, and impact. This course explores the key differences between managing and leading, when each is needed, and the role of training versus behaviour. You’ll examine management styles, their connection to KPIs, and the importance of self-management. We then dive into leadership styles, adaptability, and the concept of 360-degree leadership. Connecting teams to a broader vision through communication and daily alignment is crucial for success. Finally, we reflect on the transition from management to leadership, understanding personal impact, and driving meaningful change within teams.
Week 1 — The difference between the two
Week 2 — Management tactics
Week 3 — Leadership styles
Week 4 — Connecting teams with a wider vision
Week 5 — What did we learn - round up
Managing vs leading ADV.
Advanced leadership is about shaping direction, creating sustainable impact, and leading through complexity. This course moves beyond day-to-day management and people leadership, focusing on strategic influence, decision-making under pressure, and leading at scale. You’ll explore how leaders operate in ambiguity, balance short-term performance with long-term vision, and influence beyond formal authority. The programme challenges you to examine your leadership identity, ethical judgement, and ability to drive change across systems, not just teams. By the end, you’ll be equipped to lead leaders, embed culture, and create environments where high performance and accountability thrive.
Week 1 — Leadership vs management at scale
Week 2 — Strategic thinking, judgement and decision-making
Week 3 — Leading leaders and building leadership capability
Week 4 — Culture, influence and leading change
Week 5 — Reflection, impact and personal leadership legacy
Training & Development
Effective training and development are central to building capability, confidence, and long-term performance. This course explores how training and development work together to support individual growth and organisational success. You’ll examine the difference between training and development, how each is used, and when one should take priority over the other. The course looks at how training can be designed to support development, how individuals grow the skills needed to train others, and the role of self-reflection in shaping a clear development path. Finally, the course focuses on creating a mindset of ongoing development, ensuring learning continues beyond formal training and becomes part of everyday practice.
Week 1 — Training to develop
Week 2 — Developing to train
Week 3 — Self reflection and setting a path
Week 4 — Ongoing development
Week 5 — Review and continuous improvement
