In a latest webinar titled “The Learner is All the time Proper: Bettering the Buyer Expertise with Microlearning,” two studying leaders – Dr. Jill Stefaniak (CLO, Litmos) and John Leh (CEO, Proficient Studying) – mentioned how microlearning is revolutionizing buyer expertise (CX).
This partaking and insightful session explored some great benefits of microlearning, widespread buyer issues addressed by microlearning, and greatest practices for integrating microlearning right into a CX roadmap.
Fascinated with watching the webinar? View the recording right here.
Why Microlearning works
Dr. Stefaniak and Leh opened the webinar with a shocking microlearning statistic:
Learners who’ve acquired tempo reinforcement classes had been reported to recall data 150% higher after six months, in comparison with conventional coaching strategies.
Microlearning breaks a given matter into small, digestible chunks of content material, with every microlearning module usually lasting not than 5 minutes. The accessibility of this format is what could make it so efficient for coaching clients on the most recent product updates and serving to busy buyer assist representatives rise up to hurry shortly.
Can microlearning enhance CX?
Illustrating the affect that microlearning can have on buyer expertise, Leh used the instance of software program coaching to check conventional coaching and microlearning . Getting licensed upfront earlier than utilizing the software program, he argued, will not be as efficient if you happen to want focused instruction for brand new product options within the second. Microlearning modules can present clients with just-in-time assist – instruction the second it’s wanted.
Microlearning is very efficient for reinforcing core ideas or disseminating new items of data. It may be used by itself, or as a complement to different types of instruction. Constructing on Leh’s software program firm instance, Dr. Stefaniak defined how microlearning can be utilized to drive buyer adoption:
“Microlearnings are improbable after we’re making refined updates to software program or merchandise, [when] we wish to be sure that our clients are conscious of any adjustments or new options that could be out there to them.”
Leh and Dr. Stefaniak additionally delved into the potential for personalization that microlearning gives. They defined how AI is driving personalised studying, and might be essential in addressing distinctive buyer challenges and buyer assist coaching wants.
“The expertise is there to make [microlearning] tremendous adaptive,” defined Leh. “So in case you have 30,000 individuals going via the identical course, theoretically you may have 30,000 completely different variations of that microlearning program primarily based on these roles over time.”
Microlearning greatest practices
Microlearning seems to be completely different, relying on what you’re studying goal is, and who you’re attempting to succeed in.
Throughout their dialogue, Dr. Stefaniak and Leh outlined a non-exhaustive listing of microlearning codecs: brief video clips, infographics, podcasts, interactive simulations, and eLearning modules.
When discussing greatest practices for microlearning, they confused the significance of specializing in a single studying goal per module. Whereas it could be tempted to pack as a lot as attainable right into a microlearning module, Leh and Dr. Stefaniak advise in opposition to it. Together with an excessive amount of data in a microlearning module may cause cognitive overload, and result in overwhelmed and unengaged learners. To that finish, the presenters agreed that microlearning isn’t at all times the proper alternative; extra complicated subjects might require conventional or long-form tutorial codecs.
Aligning microlearning with enterprise objectives
Fixing enterprise issues and enhancing enterprise affect with microlearning was additionally a significant matter of dialogue in the course of the webinar, particularly as a way of getting management buy-in for weaving microlearning into CX roadmaps.
Fixing an actual enterprise drawback with microlearning can result in measurable wins that studying professionals can deliver to their management to show the ROI of coaching and justify enlargement. Dr. Stefaniak argued that saving buyer time and enhancing buyer competence are two tangible enterprise advantages of microlearning:
“We are able to decrease the period of time persons are scuffling with finishing the duty. And microlearning can assist inside a comparatively few brief minutes. That’s the place your administration’s ears ought to perk up and they need to be paying consideration.”
Anybody seeking to combine microlearning into their CX roadmap ought to think about the most effective practices above and also needs to prioritize the accessibility of their microlearning content material. This implies ensuring that microlearning content material is persistently out there and simply discoverable. Investing in an LMS for buyer coaching can be sure that your group’s customer-focused microlearning is persistently branded, simple to seek out, and seamlessly accessed by clients and staff by way of single-sign-on (SSO) and API integrations.
Able to be taught extra about how microlearning can increase buyer satisfaction? Watch a recording of “The Learner is All the time Proper.”