Clark Quinn

DECEMBER 14, 2021

If you’re learning about dealing with customer objections, you’ve got a specific objective to use a particular approach. It’s about the relationship between the learning objective and the performance gap. If you’re trying to get better at something, for instance, the objective is specifically related.

Learning Objects 246

Learning Objects Learning Objectives Consulting Performance 246

Clark Quinn

MAY 4, 2021

If they’re not reporting on measurable changes in the improvement of business metrics, like sales, customer service, operations,e tc, they’re not demonstrating their worth. We produce the courses our customers need. It’s a waste of money. Can they justify that?

Metrics 275

Metrics LMS Job Innovation 275

Clark Quinn

SEPTEMBER 29, 2020

So you may be able to address customer objections, but there’s more to closing a sale than that. The story was that there are individual skills, but that it takes more to do a job. Competencies are suites of skills, knowledge, and the ability to apply them in context to accomplish goals.

Skills 335

Skills Picture Suite Search 335

Clark Quinn

SEPTEMBER 11, 2019

What prompted this reflection was the situation she cited of this other customer. Now this is a customer that’s easy to help; you can see the amount of shade, know the size, and have an idea of what the goal is. . Or whatever. Come at it from their perspective, and you have a better chance, I reckon.

Problem 146

Problem Ideas Custom Performance 146

Clark Quinn

APRIL 27, 2021

2) The ‘customers’ of the learner should notice the improvement. Depending on whether that’s internal or external, it might show up (at least in aggregate) in either 360 eval scores, or some observable metric like customer sat scores. It may be harder to collect this data, but of course it’s also more valuable. .

Evalution 210

Evalution Skills Metrics Lecture 210

Clark Quinn

OCTOBER 1, 2019

And I’d want to know about customer service. What’s the customer experience? What platform and what approach to development is being used? How is quality maintained? Maintainability? Reliability? I’d want to talk to the appropriate person. What’s the commitment?

Reputation 126

Reputation Customer Service Quality Version 126

Clark Quinn

SEPTEMBER 26, 2018

Now, when we’re actually performing, whether with customers or developing a solution, it matters. You’re not just helping a customer, you’re helping the foreign ambassador’s daughter, and international relations are at stake! So there’s a fine line there. Exaggerate!

Cognitive 151

Cognitive Movie Media Performance 151

Clark Quinn

OCTOBER 7, 2014

The concept is considering a mutual value generation process between provider and customer, and engineering it across the necessary system components and modular integrations to yield a successful solution. As organizations need to be more customer-centric, this perspective yields processes to do that in a very manageable, measurable way.

Services 163

Services Integrate Instructional Design Engineering 163

Clark Quinn

MAY 1, 2019

For customers, if you do customer training? It appears this is what Quality Matters does, for instance, at least K12 and higher ed. It appears IACET does this for continuing education certification. Would an organization certification matter? For your courses, if you provide them as a product or service? And it could go further.

ISPI 146

ISPI Compliance Training Performance Support eLearning Consultant 146

Clark Quinn

DECEMBER 21, 2016

One of the recent trends has been about ‘customer experience’, focusing the organization on a consistent and coherent customer experience from first exposure through to ongoing product or service use. Happy employees is a necessary step to happy customers. And this is a ‘good thing’!

Culture 100

Culture Performance Support Customer Service Diversity Training 100

Clark Quinn

MARCH 2, 2016

As I mentioned in that last post, we can only look at the impact of L&D on performance if we can start working with data from the business units, but data from customer service influences marketing, and so on. Units that reach customers, for instance, include customer service, customer education, sales & marketing, and more.

Content 100

Content Customer Service xapi Sales 100

Clark Quinn

NOVEMBER 27, 2012

But what occurred to me is the opportunity here for thinking out loud to be a customer-benefit. It’s often very helpful to the customer to hear the oldie talk in a way that educates the youngster as well as the customer. But the real upside, it seems to me, is in the benefit to the customer.

Social Networks 157

Social Networks Social Network Coaching Trust 157

Clark Quinn

APRIL 4, 2007

(..)

Custom 100

Custom Big Question ILT Problem 100

Clark Quinn

DECEMBER 1, 2020

Moving needles like fewer errors, more revenue, reduced costs, happier employees and customers, etc. And, let’s be clear; impact should be about positively affecting the organization in a meaningful way. So, first, what is general training output data?

Metrics 260

Metrics ROI ASTD Cost 260

Clark Quinn

JULY 25, 2019

Customer research is an important tool here as well, but it’s not the only one. For one, to have credibility, for sure. And, to truly know your own product. But the really important reason is to be able to understand the use experience and tune accordingly. It’s a form of experimentation.

vendor 176

vendor Portal Theory Learning Styles 176

Clark Quinn

MAY 2, 2011

The goal, of course, is to support future ability to personalize and customize the learning experience. We’re already seeing the ability to create custom recommendations (e.g. We’re already seeing the ability to create custom recommendations (e.g. I believe it’s a must for other organizations as well.

Simulations 169

Simulations IBM Performance Support Engineering 169

Clark Quinn

DECEMBER 27, 2016

For instance, in a well-known upscale department store chain, the staff have the leeway to spend on the order of $1K to address any emerging customer problem. I reckon the store figures that’s the future worth of a happy customer. And that’s acting in alignment with the culture of the organization.

Culture 116

Culture Cognitive Performance Support Emergent 116

Clark Quinn

NOVEMBER 9, 2016

In another instance, a company was moving to a ‘customer experience’ focus, and wanted to workshop what this meant for the training function. During that week, I found my role to continue to advocate for taking a bigger picture of meeting customer learning and performance needs. Learning Strategy.

Performance Support 126

Performance Support Picture eLearning Strategy Version 126

Clark Quinn

MARCH 3, 2020

Safety, less errors, faster solutions, happier customers, these are all plausible. Here’s a hint: if we can’t find the reason, why are we bothering? Otherwise, let’s make that reason manifest to the learner! When, of course, learners understand how their role fits in to the bigger picture (read: purpose ).

Engineering 215

Engineering Picture Behavior Project 215

Clark Quinn

NOVEMBER 2, 2016

I also look at their current context, e.g. their business, market, customers, and products/services. They’ve gotten some new and valuable ways to think about strategy, and custom advice, all in a very short engagement. Finally, I look at their stated goals. Then we get together. And I think this is good.

Strategy 100

Strategy Brain Security Ideas 100

Clark Quinn

NOVEMBER 18, 2016

In this entertaining and illuminating session, she made the point that responsive is better than customizing to screen, and adapting is hard, so responsive is a good starting point. The post Karen McGrane #DevLearn Keynote Mindmap appeared first on Learnlets.

DevLearn 100

DevLearn eLearning Guild xapi eLearning Strategy 100

Clark Quinn

JANUARY 15, 2014

The power of leveraging content by description, not by link, is the basis for adaptive, custom, personalized experiences. But it takes a lot of knowledge and work, and a strategy. You’ve seen it in Netflix and Amazon recommendations, and sites that support powerful searches.

Content 163

Content Social Networks Skype eLearning Strategy 163

Clark Quinn

MAY 15, 2013

While the longer term customization is very unique, I wondered if there were some meaningful categorizations. Social really comes to it’s fore for organizations depending on continual innovation: perhaps consumer products, or other organizations focused on customer experience, as well as in highly competitive areas.

Strategy 168

Strategy Performance Support Social Mobile 168

Clark Quinn

MARCH 1, 2016

Our business intelligence system can provide aggregated data of performance for A (whatever A is being measured on: sales data, errors, time to solve customer problems, customer satisfaction, etc). From there, we can compare that activity with results.

xapi 100

xapi Mentoring Coaching Picture 100

Clark Quinn

NOVEMBER 5, 2012

It’s also a basis to start customizing: if the people who touched this resource were better able to solve problem X, other people with that problem maybe should also touch it. Personalization/customization. It’s a consistent basis for big data and analytics. If they’ve already tried X and Y, we can next recommend Z.

DevLearn 188

DevLearn Portfolio Social Media Flash 188

Clark Quinn

MAY 19, 2011

According to eLearning Guild research data collected from thousands of members worldwide, the use of mLearning for social networking and communication is more prevalent than it is for the development of custom applications, with 38.1% for custom application development.

eLearning Guild 176

eLearning Guild Social Networks Mobile Learning Research 176

Clark Quinn

MARCH 25, 2014

We’d like custom content houses (aka elearning solution providers) to try to get their clients to allow them to work against these principles, and then do so. In reality, the tools aren’t the limitation, though some may make it more challenging than others. The real issue is in the design.

Standards 178

Standards eLearning Strategy eLearning Tools vendor 178

Clark Quinn

AUGUST 11, 2015

You can customize the content you’re searching for with filters. Personalization and customization, contextualization , are hampered when you have to hand-configure every option you will support. And it’s time we step beyond just hardwiring this content together, and start treating it as professionals.

Engineering 100

Engineering Content DevLearn Site 100

Clark Quinn

MARCH 10, 2015

The reason I mention this is that the elements of Design Thinking: being open minded, diverging before converging, using teams, empathy for the customer, etc, all strike me as just good design. I made a small bit of my career on bringing the advances in HCI, which was more advanced in process, to ed tech.).

Design 100

Design Cognitive Wikipedia Research 100

Clark Quinn

DECEMBER 17, 2013

And for performance support, you might customize job aids to point to local resources, or provide augmented reality to annotate the world. For formal content, you could leverage contextual elements with associated content, or even create an alternate reality game playing off the context.

Augmented Reality 185

Augmented Reality Performance Support Internationalization Mentoring 185

Clark Quinn

OCTOBER 11, 2017

So you have coherency with the organization’s purpose, but people are coherent with each other, and with the customers, and with best principles. How do you get both? I’m suggesting that coherency has to be on many dimensions. And that latter is important, as best practices won’t transfer unless they’re abstracted and recontextualized.

Agile 101

Agile Integrate Culture Collaboration 101

Clark Quinn

JUNE 5, 2019

The example we built was for sales training; handling virtual customers. I do recommend seeing the movie The Game as a dramatic example. The real question is what sort of things match these types of goals. As mentioned above, disaster preparedness could make sense. Or other real world awareness tasks (spies?).

Virtual World 161

Virtual World Player Augmented Reality Simulations 161

Clark Quinn

SEPTEMBER 10, 2019

Early approaches like Plato were custom crafted, and the individual applications on top of that. When we first started playing with learning technology, every approach was pretty much hand-crafted. We didn’t have specific tools for learning outcomes, and we had to apply generic tools like computer systems and the like.

Authorware 133

Authorware eLearning Guild Emergent Flash 133

Clark Quinn

OCTOBER 20, 2011

I’m particularly picking up on the latter, and moreover, that you can customize it. A laptop, even if customized by your applications, isn’t intimate, and by size isn’t used with immediacy. The smaller screen of a mobile device invites it closer, as does the small keyboard, using thumbs instead of the whole hand.

iPod 183

iPod Mobile Brain Custom 183

Clark Quinn

OCTOBER 27, 2011

custom content generation for the learner or performer. A further step is context-sensitive customization. And, the initial investment to start focusing on content more technically is a step along the path to start moving from web 2.0

Content 179

Content IBM Performance Support eLearning Consultant 179

Clark Quinn

JANUARY 7, 2013

Smart companies will adopt radical management, putting the customer in charge and reorganizing work in small teams. Others will be hamstrung with outdated skills, tools and technologies, and will be too slow to adapt. Increasingly, workers will learn their jobs by doing their jobs.

Predictions 178

Predictions Confluence Performance Support Social 178

Clark Quinn

NOVEMBER 22, 2010

I remember reading a screed that suggests it’s inevitable: organizations will have to align to customers for a while, until efficiency falters, then they reorganize along operational lines until customer satisfaction drops. The reasons for reorganizations can be several, both pragmatic and political.

PDF 177

PDF Leadership Alternatives Trust 177