Case Study: IGA Coca Cola Institute achieves elevated customer service and scalable learning for 10,000 retailers with Docebo

How the IGA Institute Launched its ‘Way to Care’ Learning Program Across 10,000 Food Retailers Worldwide

The IGA Institute, the people-development arm supporting more than 10,000 independent food retailers, set out to elevate customer service across its network. Delivering consistent, authentic shopper care was a persistent challenge—service is hard to define, relies on people, and must be sustained daily—so IGA needed to embed customer service into store culture rather than rely on one-off training.

IGA identified 11 core service behaviors, piloted a prototype in seven stores, and launched the "IGA Way to Care" program via Docebo’s LMS. The three-phase approach—assessment (store analysis), influencing change (culture workshops and online leadership courses), and continual progress (monthly calls, surveys, and reports)—shifted learning into the flow of work and manager-led informal development, improving consistency and aligning stores with industry-leading service standards.

IGA Coca Cola Institute