ROI Effects of e-Learning
Click through from this synthesis to find an elegant infographic that highlights 10 key benefits - impacting return on investment - of e-learning. I'm a big believer that when you embark on an e-learning project, efforts should be made to project, based on best assumptions, the ROI of the program or platform.
An Appropriate New Blended Learning Approach?
Click through from this link to the full article about efforts at the University of California, Merced, to offer a course ("Introduction to Earth Systems Science") that provides an interesting new blend of approaches - e-book and live lab. Students work through a chapter in their multimedia e-book, then follow this up with a live in-lab experience where they can take part in relevant reinforcement activities. Each lesson, in the e-book, comes with a self-test. Seems the only thing missing is learning reinforcement tactics (e.g., Mind Marker - www.mindmarker.com) and social case/scenario explorations (e.g., Case Swarm - www.caseswarm.com).
Customer Journeys - Six Characteristics
As more and more is written about customer journeys and customer journey mapping, it is a good time to pause and take note of some of the characteristics of journey maps and the process of journey mapping. This brief article lists six criteria for an effective customer journey. The article emphasizes the role of optimizing customer journey mapping in the financial / banking sectors.
Enhancing Customer Loyalty - Six Great Steps
A report from a gathering to review data presented by Forrester Research, this article summarizes six key steps to enhancing customer experience and building customer loyalty and engagement. The importance of data collection, humanizing efforts, and commitment across the enterprise captures the essence of good customer loyalty programs; organizations must not neglect innovation, and recognition that customer experience crafting is an iterative process. As always, the warning needs to be heard - if you don't get it right, someone else will, and odds are, they will win.
Learning Programs and App Strategy
Is there an app for that? Well, for a whole lot of learning, particularly in the corporate / organizational environment, there really ought to be. The author reviews how apps might be able to enhance learning, whether delivered online or in more traditional course-like settings. The big questions, however, remain; how do we affordably create great mobile app-based learning tools and supports? How do we help these apps deliver just-in-time "right" content? While I personally struggle with finding sensible technology that delivers well to phones (with maybe the exception of GoMo so far...), I think we also need to calibrate our expectations - mobile learning needs to be more about job aids, reminder tools, and such, and try not to do too much.
Is Big Data Neglect Responsible for Failing Customer Experience Strategy?
This article asserts that despite 78% of survey businesses agreeing with a statement about the importance of customer experience as a business differentiator, customer experience efforts are still failing. (And they are!) After showing an investment intention graph, suggesting that organizations are stuck on personalization and content optimization, the author suggests that in fact, the big gap - both in spend intent and in current performance - is in the joining up of online and offline data. The assertion is that "...Marketers know the value of data, but won’t prioritize data-driven customer experience if it’s perceived as too difficult to get social, mobile, CRM, personalization tools, offline data, beacons, Web analytics, etc to play nicely with each other." I'm not totally convinced; sure, we need efforts to leverage consumer insights and implement whole customer marketing that aligns across touchpoints and channels, but I honestly believe it's simpler than that. I think it is, first and foremost, about organizational commitment to customer service excellence. Relationships are a key differentiation source - and they inherently involve people.