Navigation Usability Tips for e-Learning Courses
In my work, I have often considered the challenges of e-learning to include developing appropriate and engaging interactives, creating compelling imagery and videos, and getting efficient with text/words (the latter a particular challenge for me). This article sensibly reminds us of the importance of navigation in e-learning programs - because if they can't find what they need easily, then you are left with the old "Previous < > Next" click through model. That model is deservedly broken; the article provides some practical helps for doing better.
Coalitions (formal or informal) can drive e-learning excellence
In this infographic, I found my eyes opened to the possibilities of joint e-learning development/implementation across two or more related/non-competitive organizations. It seems like a good idea for organizations to share e-learning costs, and in the process, gain some benefits relating to business process savvy. I like it - now, how do we operationalize it?
Your Operating Model a Factor Influencing Customer Experience
In this brief article, and more based on speculation than any hard research, the role of the operating model of a business as an influencer in creating favourable customer experiences is highlighted. If you have everything and everyone locked down real tight, it's not that likely that a favourable customer experience will be easily crafted. People - and customers - need to be empowered as one of the critical characteristics of a positive customer encounter (or "delight").
Promptness and Sincerity Key To Responding to Bad Customer Reviews
This brief article first emphasizes the importance of tracking unfavourable customer reviews - and social media monitoring, word of mouth, all "voice of the customer" initiatives - need to be harnessed for you to get that complete picture. When something does go amiss, the key points are to not respond when you are still emotional, to reply promptly, courteously, and with sincerity. Simple advice that sadly remains poorly taken. Don't forget - when businesses respond well and properly to complaints, data suggest that the customer will actually become more loyal. Because we all crave fairness, and want someone to trust!
Is Your Customer Loyalty Program Failing?
In this elegant synopsis in the Harvard Business Review, author Michael Schrage points out a critical dilemma that I have mused about for some time - "Organizations need to identify the loyal behaviors that most deserve explicit recognition, reward, and investment." Problem, of course, is that some organizations do more for new customers than they do for existing, long-term customers - and while all struggle with "lead generation" and "new buyers", it is not good business to irritate the converted loyals. I believe Schrage is pointing out that loyalty is a two way street and is not "programmatic" so much as embedded in an organization's DNA. His conclusion resonates: "...(loyalty) is one of those rare virtues that can be both a means and an end for new value creation in healthy relationships between consumers and companies. But that only happens if companies commit to offering loyalty as well as asking for it."
Customer Insight - The Goldilocks Problem
This article makes a fascinating point - that we have loose/tight problems with personalization of customer experience. My team has worked on trying to achieve deep personalization - mind you, without web marketing automation tools - in marketing campaigning, and our conclusion at times has been that it can be creepy. Yet - and over and over again in recent advisory board engagements - we're hearing about the importance of trying to meet the needs of the specific consumer/buyer/user. So - we have this problem where today's marketing either feels too impersonal, or it gets annoyingly personal (too many emails, people!) The author calls for personalization's yang - appropriateness. It's a great pointer!