Defining Customer Success

Your customers have in mind their reason for reaching out to your company well before they boot up their computer, take their smartphone out of their pocket, stop by your store, engage Google Home or Alexa or pick up the phone. Often, these drivers are predictable and you can anticipate their reason for contacting your company.  Other times, it's anyone's guess.  

Handling customer interactions with ease and grace will contribute to your customers' expectations of how easy it is to do business with your company, and whether that experience encourages them to remain loyal. Remember, each customer experience is either doing damage to your brand or helping to promote it.  

By Deborah Rapsinski • January 27, 2017

The Importance of Mentorship in a Millennial-Dominated Workforce

The importance of mentorship can be traced back to ancient civilizations.  Throughout the ages, younger generations have successfully leveraged the knowledge possessed by more experienced, and often-times older, influencers.  If you think about your personal experiences growing up, you may be able to quickly identify people that have helped you become the person you are today.  Whether it was a teacher or coach, your parents or an older sibling, each played a vital role in your early development.  

By Brian Pia • January 26, 2017

5 Ways eLearning Is Changing the Relationship Between Technology Companies and Customers

ELearning is fundamentally changing the relationship between technology companies and their clients. There are a few reasons why customer eLearning is especially relevant to technology companies. First, technology is ultra competitive, and software-as-a-service makes it easy for customers to switch to a competitor if they are not satisfied with their use of a technology. Second, most technologies boast rich feature sets, and customer training is needed to ensure clients get the most value from new technology innovations. Lastly, most technology companies sell globally, and therefore in-person training is logistically difficult and costly to deliver.   

By Awais Ahsan • January 25, 2017

8 Elements for Designing Training That Engages Corporate Learners

Design your professional online courses according to the eight elements of Flow Theory as outlined by Mihaly Csikszentmihalyi, a primary founder of the psychology of flow. By appealing to these elements when developing your training program, you can maximize learning and memory recall. All objectives and goals can be achieved as a natural byproduct when placing primary focus on optimal flow to engage learners.

By Karen Possessky • January 24, 2017

4 Tips for Effective Distance Leadership

Collaboration among employees is key to a cohesive workforce. It is critical to enforce teamwork in order to successfully achieve a mutual goal. The impact of effective leadership requires particular gravity in the age of globalization.

By Oleksii Vyshnyk • January 19, 2017

Flow Theory: Captivate Learner Attention With Online Training

Deep concentration puts people in a state of calm while immersed in a learning activity that is so engaging that time is forgotten. Research shows that early online training curricula often transmits information ineffectively without factoring the psychology of cognitive flow.

By Karen Possessky • January 17, 2017

Effective Ways to Develop a Learning Culture in Enterprise Organizations

Successful organizations make it a priority to cultivate a culture of learning and nurture their employees’ full potential. In a work environment that is constantly changing, it is more crucial than ever to establish a positive learning experience and adopt an agile learning approach to enhance employee skills and knowledge. 

By Shina Neo • January 13, 2017

Maximize Learning With the ABCs of the Socratic Method

Instruct by asking questions and not lecturing. Answer questions with a question. At first this sounds like a simple corporate learning strategy. However, as you try to implement the Socratic style, you may find it quite daunting. Following the ABCs will help master the technique that will aid in monumental development of those learners you instruct

By Karen Possessky • January 10, 2017

The Importance of Developing a Learning Culture in Enterprise Organizations

As organizations continue to adopt a digitalized blended learning approach, it is more important than ever to invest and establish a culture of learning in order to be successful. Values, goals and more importantly, employees define a strong corporate culture. 

By Shina Neo • January 9, 2017

Multigenerational Leadership: The Key to Teamwork

Today’s multigenerational workforce includes employees between the ages of 18-80 years. Some employees are only starting their careers while others are approaching their retirement. The dominant three generations, which are forming a balanced mix of the workforce environment remain the same: baby boomers, Generation X-ers and millennials.

By Oleksii Vyshnyk • January 6, 2017

The Popularity of Personalized Learning

As far back as seven years ago, Gene Willhoit, executive director of the U.S. Council of Chief State School Officers, predicted that the children of tomorrow would no longer be served well by what he termed assembly-line education that became popular in the industrial age.

By Roz Bahrami • January 5, 2017

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