Keeping customers happy and engaged is always a top priority for organizations. Brandon Hall Group’s HCM Outlook Survey found that customer satisfaction is the number two business priority behind generating revenue. A key element to having a positive impact on both of these priorities is one that is often overlooked: customer training.
L&D teams need to leverage their expertise in creating engaging, impactful programs for employees and creating them for customers. Internal learners are essentially a captive audience, even if learning is not mandatory. In the customer experience, engagement and satisfaction are even more critical, as the learners have paid for the privilege of learning in one way or another.
Brandon Hall Group Platinum Preferred Provider Docebo has a wealth of experience helping their clients leverage the platform’s extended enterprise capabilities to deliver engaging, impactful customer training. Not every LMS is designed with the extended enterprise in mind, but Docebo can make the process more streamlined, efficient and effective.
As organizations continue to find new ways of working with uncertainties driven by the COVID-19 pandemic, customer satisfaction remains their number-one business priority, cited by 93% of companies in Brandon Hall Group’s HCM Outlook 2021 Study as important or critical. It ranks higher than revenue generation, return-to-work strategies and managing ongoing change. Clearly, companies are willing to explore any strategy that might help them enhance their relationships with their customers.
By Claude Werder, Vice President/Research Operations and Principal HCM Analyst, Brandon Hall Group When corporate learning professionals and analysts (like me) discuss training, we often speak of it as a single…