How to Focus Learning Paths on Greater CX Success

by Jeannie Walters

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If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better.

To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition.

All of that is achievable with the options in learning paths today.

learning paths

But how often are we really taking advantage of it?

Everyone’s learning paths should identify an overall outcome from the start. HOW will learning affect customers? How will we connect the dots between efficient behaviors internally and understanding customers?

There are learners who can say “I’ve checked the box,” then there are learners who can say “I can’t wait to help our customers achieve more!” So, wouldn’t you rather have the latter?

Here are a few ways to bridge that gap:

1. Communicate clearly about why these learning paths are important to your customers.

Then reinforce those ideas again. And again…

Learners need to understand why knowing how to create a fancier spreadsheet or slide deck will connect to a better experience for them and those they serve. It’s not about just learning how to create a pivot table, it’s about providing accurate data swiftly to get to meaningful outcomes.

The more learners understand these bigger concepts, the more they will be willing to invest in their own learning.

customer experience mission

2. Tie each step back to your customer experience mission.

The best organizations all march to the beat of one drum – the mission to create a unique and meaningful experience for their customers. They define this in their own ways.

Nike wants to make everyone an athlete. The Ritz-Carlton is a group of ladies and gentlemen serving ladies and gentlemen. These organizational mantras are more than just words used in new employee training. They are what drive people in everything they do to serve customers.

If you don’t have a customer experience mission, it’s time to create one, even if it’s just for your department. What are you really trying to do for your customers? This isn’t about what you do. In fact, it’s really about how you make your customers feel.

Instead of explaining a learning path as something that will just help you be a better accountant, help your learners see how learning will help your customers live their missions.

3. Embrace what’s coming next.

In today’s world, we’re already responding to chatbots and doing everything we can on our mobile devices. Artificial intelligence is providing new pathways for customers through virtual assistants on our devices to helping us distill data at lightning speed. Is your learning keeping up?

Learning is a key way to encourage and facilitate innovation within your own organization.

By learning about the amazing “nexts” like AI, Virtual Reality, or the like, you may unlock that big a-ha idea that pushes your organization into the future. Your customers are looking for you to do so, because they are already there.

Learning today is so flexible and exciting. And yet we still have work to do to connect the dots for learners on not just the HOW but also the WHY of learning and customer experience.

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators™ by 360Connext, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, a Forbes Coaches Council Member, a C-Suite Network Advisor, a LinkedIn Learning and Lynda.com instructor, and a TEDx speaker. Learn more here.

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