Creating learning that people stay for

What if the success of your learning programs wasn’t measured by completion rates or ROI on every project – but by how much they make people want to stay? In this podcast episode, we’re joined by Courtney Brouse, Talent & Development Manager at Midtown Athletic Clubs, who shares how she’s reframing learning to focus on connection, culture, and the long game. From rethinking ROI to embedding core values in training, Courtney reveals how to create learning experiences people don’t just complete – they stick around for.

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Top tips for creating learning that people stay for

Don’t have time to listen now? Here’s a quick summary of what you’ll learn in this episode:

• Reframe ROI around retention – Focus on how learning shapes culture and inspires people to stay, rather than chasing a financial return on every project.
• Go beyond onboarding – Design ongoing learning experiences that sustain excitement, curiosity, and growth long after the first few months.
• Build training around core values – Use values as a lasting framework for decision-making and behavior, embedding them into everyday language and actions.
• Celebrate wins and embrace pivots – Make progress visible, mark milestones, and treat course corrections as opportunities to improve, not failures.
• Talk to your learners – Go beyond assumptions by engaging with people in their real environments to uncover genuine needs and motivations.
• Lead change with empathy – Meet people where they are, honor what’s being replaced, and help them connect the old to the new in a way that feels respectful and human.

1. Reframe ROI around retention

Courtney challenges the traditional view of ROI in learning. Rather than chasing a direct financial return on every project, she focuses on how learning impacts people’s experience and desire to stay. The real measure of success is whether training empowers people, makes them better in their current role (or the next one), and inspires them to see a future in the organization.

“I really love to reframe ROI and think, okay, how can this particular project get people excited about learning within Midtown and want to stay with us because they know that whatever training or professional development resource that we release is gonna be something that makes them better.”

2. Go beyond onboarding

Retention isn’t just an onboarding challenge. Courtney points out that L&D often focuses on the early stages of the employee journey but forgets to create ongoing opportunities for growth. Keeping people engaged requires continuous learning experiences that sustain excitement, curiosity, and a sense of purpose well after the first few months.

“When we’re talking about employee retention, and the impact of learning in particular, we tend to limit ourselves… to be focused mostly on how are they starting? What’s the onboarding experience like?… But then we can’t forget about the what’s next.”

3. Build training around core values

When tasked with creating customer service training, Courtney’s team shifted focus from prescriptive rules to the organization’s core values. This made the program timeless, culturally aligned, and easier for people to internalize. The result was “Memorable Moments” – a concept that’s now embedded into Midtown’s everyday language and performance reviews.

“Our tactic was focused on if you use our core values and common sense, that’s your roadmap… That’s how you create memorable moments and create these experiences that cause people to feel something and want to tell people about it.”

4. Celebrate wins and pivot when needed

Courtney draws inspiration from the fitness world: set goals, track progress, celebrate milestones – and pivot if something isn’t working. Building in moments of celebration reinforces progress, while the willingness to adapt keeps learning fresh and effective.

“That ability to pivot and then incorporating celebration and rewards has really had an impact on me… How can we build in that safety net if people fail… then have a conversation about how it can be better and try something different.”

5. Talk to your learners

Rather than relying solely on learner personas, Courtney emphasizes the value of direct conversations. Spending time with people in their actual work environment helps uncover real needs, challenges, and motivations – creating learning that resonates on a personal level.

“I just observed and talked to them and asked them questions and I saw firsthand the challenges that they faced… It made them know that it was a direct result of a conversation they had with me or a concern they brought up that was now being addressed.”

6. Lead change with empathy

Courtney’s experience launching Workday during the pandemic reinforced the importance of meeting people where they are during change. She found that helping people connect new systems to familiar processes – and creating space to “mourn” what was going away – eased transitions and encouraged adoption.

“People need to have the chance to mourn what’s going and… embrace the new.”

About Courtney

Courtney is Talent & Development Manager at Midtown Athletic Clubs. With experience spanning recruitment, learning design, and organizational culture, she brings a people-first mindset to creating development experiences that engage, inspire, and retain talent.

Connect with Courtney on LinkedIn.

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