Customer Learning: What Do Survey Results Say?

Customer Learning: What Do Survey Results Say?

Recently I authored an online survey in collaboration with Thought Industries’ CEO, Barry Kelly to determine the present state of customer learning. If you work for a product company, customer learning is a must! Not only does the company create a closer relationship with its customers, but customers remain more loyal since the company is helping them be more successful with the product(s) they purchased, which often leads to repeat purchases, upselling, and more success in a competitive market. I don’t mean training on the basics of how to use the product or online help resources and videos. They are essential but I’m referring to more in-depth learning opportunities to help customers get more value, see additional ways of using the product, develop a partnership with you as the vendor, and help the company incubate ideas for future product development.

Here are some of the survey data results around what’s happening today, the challenges, and the benefits:

Several Vendors Pave The Way Toward New Learning Approaches

Several Vendors Pave The Way Toward New Learning Approaches

Several of the latest learning vendors focus on learning experiences rather than traditional management of learning. These vendors don’t pretend to provide all the features of an LMS. Vendors such as Axonify, Degreed, EdCast, Grovo, LinkedIn, and Pathgather bring microlearning that is curated and personalized to employees primarily through mobile devices. All these vendors look at learning using an in-the-moment, in-context, mobile approach aligned with the way people learn and work. Each takes a different approach but they are all focused on what the learner needs rather than the management of learning.

Learning and Development (L&D) Must Adopt a New Technology Mindset

Learning and Development (L&D) Must Adopt a New Technology Mindset

The role of L&D is changing to meet the new needs of digital employees, and technology is an essential component of this journey. Technology professionals play an important role in providing the technology expertise and assistance to help L&D make this change. This new L&D mindset is crucial to keeping learning relevant and ongoing. James Mitchell, vice president, global talent management at Rackspace University said at a recent conference that L&D needs to “switch the mindset from ‘I’m a learning professional’ to ‘I’m a business person with learning expertise.’”[i]

The Future Learning Environment Delivers More Easily Accessible Learning

The Future Learning Environment Delivers More Easily Accessible Learning

In the future, I expect corporate learning will be more informal, social, and peer-to-peer. Employees will control much of their learning, which will be short bite-sized learning embedded into the workflow, so that learning and work are tightly intertwined. Mobile devices and tablets will be the preferred mode for much corporate learning.[i] By 2022 we expect to see:

Create A Culture Where Employee Learning Is An Integrated Experience

Create A Culture Where Employee Learning Is An Integrated Experience

In the future, I expect corporate learning will be more informal, social, and peer-to-peer. Employees will control much of their learning, which will be short bite-sized learning embedded into the workflow, so that learning and work are tightly intertwined. Mobile devices and tablets will be the preferred mode for much corporate learning.[i] By 2022 we expect to see:

Becoming A Digital Business Requires A New Approach To Learning

Becoming A Digital Business Requires A New Approach To Learning

As organizations strive to keep pace with digital business requirements, they will need to update their outdated approaches to learning and development. But making these changes real for your organization requires significant changes to legacy learning and development programs.  Employees will need to interact with new technologies as they execute on their daily routines, and will need to learn new skills in areas like design thinking and applied insights.

A new approach to learning will require more personalized learning, which is quite a different approach from the traditional classroom learning approach.  I believe several factors are driving the change:

Don't Lose Candidates Before Their First Day of Employment

Don't Lose Candidates Before Their First Day of Employment

As organizations strive to keep pace with digital business requirements, they will need to update their outdated approaches to learning and development. But making these changes real for your organization requires significant changes to legacy learning and development programs.  Employees will need to interact with new technologies as they execute on their daily routines, and will need to learn new skills in areas like design thinking and applied insights.

A new approach to learning will require more personalized learning, which is quite a different approach from the traditional classroom learning approach.  I believe several factors are driving the change: