Learning and Customer Satisfaction

Sign up now for a free webinar on April 3rd at 1 PM Eastern with Tim Durnaleau, VP of Marketing for SAP Litmos and Laura Beth Matson, Director of HRIS for GEC Packaging Technologies on practical ways to leverage learning to drive customer satisfaction.

How important is customer satisfaction?

There is the old adage, “The customer is always right” and countless books and papers outlining business strategies put customers at the forefront of everything. Brandon Hall Group research says that the number one business priority for organizations through 2020 is customer satisfaction. It far outranked things like gaining market share, developing new products and retaining top talent. But how do we improve customer satisfaction? And are we chasing it at the expense of other things, ultimately causing it to decline?

Richard Branson of Virgin Group famously said, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”

Just as it seems like common sense to keep customers happy (otherwise there is no business), it also makes sense to do the same with employees. But very often, the two are regarded much differently.

Learning and Development can have a huge influence on customer satisfaction. We see it in our research when companies with effective learning programs report improved customer satisfaction as one of their key performance indicators. The research shows that providing employees with the right opportunities for development that are targeted to outcomes like customer satisfaction, then measuring the learning against the C-Sat metric will actually move the needle.

And it is not just training frontline employees on how to interact with customers. There are multiple dimensions to C-Sat and people throughout the organization can influence it. There is an often-expansive reseller and contractor ecosystem that can have an impact on the satisfaction of your customers – even though they don’t work for your company! Providing the proper training to these audiences means they can knowledgeably and authoritatively discuss your products and services with customers, setting the stage for a good relationship.

Lastly, don’t forget about training the customer themselves. The L&D function is often called upon to create product training for customers. Whether it’s training provided with the product or simply tips, tricks and FAQs that stakeholders can get themselves, it is all part of the customer experience.

Join me for a webinar on April 3rd at 1 PM Eastern with Tim Durnaleau, VP of Marketing for SAP Litmos and Laura Beth Matson, Director of HRIS for GEC Packaging Technologies. We will discuss practical ways to leverage learning to drive customer satisfaction.

David Wentworth, Principal Learning Analyst, Brandon Hall Group

@davidmwentworth

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Mike Cooke

Chief Executive Officer of Brandon Hall Group Mike Cooke Prior to joining Brandon Hall Group, Mike Cooke was the Chief Executive Officer and co-founder of AC Growth. Mike held leadership and executive positions for the majority of his career, at which he was responsible for steering sales and marketing teams to drive results and profitability. His background includes more than 15 years of experience in sales, marketing, management, and operations in the research, consulting, software and technology industries. Mike has extensive experience in sales, marketing and management having worked for several early high-growth emerging businesses and has implemented technology systems to support various critical sales, finance, marketing and client service functions. He is especially skilled in organizing the sales and service strategy to fully support a company’s growth strategy. The concept of growth was an absolute to Mike and a motivator in starting AC Growth, in order to help organizations achieve research driven results. Most recently, Mike was the VP and General Manager of Field Operations at Bersin & Associates, a global analyst and consulting services firm focused on all areas of enterprise learning, talent management and talent acquisition. Tasked with leading the company’s global expansion, Mike led all sales operations worldwide. During Mike’s tenure, the company has grown into a multi-national firm, conducting business in over 45 countries with over 4,500 multi-national organizations. Mike started his career at MicroVideo Learning Systems in 1992, eventually holding a senior management position and leading all corporate sales before founding Dynamic Minds. Mike was CEO and Co-Founder of Dynamic Minds, a custom developer of software programs, working with clients like Goldman Sachs, Prentice Hall, McGraw Hill and Merrill Lynch. Also, Mike worked for Oddcast, a leading provider of customer experience and marketing solutions, where he held a senior management position leading the company into new markets across various industries. Mike also serves on the Advisory Board for Carbon Solutions America, an independent sustainability consulting and carbon management firm that specializes in the design and implementation of greenhouse reduction and sustainability plans as well as managing the generation of carbon and renewal energy and energy efficiency credits. Mike attended University of Phoenix, studying Business Administration and Finance. He has also completed executive training at the Chicago Graduate School of Business in Chicago, IL.

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