Clark Quinn

JULY 4, 2023

If we hear “too many errors in manufacturing” or “customer service ratings aren’t high enough”, that’s quantifiable, and we have a target. There are other situations, however. We might not get metrics, so then we might have to infer them from the performance outcomes.

Metrics 203

Metrics Harassment Training Customer Service Sales 203

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

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

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. is the same or better than the industry average, so we’re doing good. Can they justify that?

Metrics 275

Metrics LMS Job Innovation 275

Clark Quinn

DECEMBER 21, 2016

Richard Branson, the successful entrepreneur behind the Virgin brand, argues that the only real way to deliver great customer service is to have really happy employees. Happy employees is a necessary step to happy customers. This is the goal of a true performance ecosystem and an aligned culture.

Culture 100

Culture Performance Support Customer Service Diversity Training 100

Clark Quinn

JULY 16, 2008

I needed to make a change to one of the legs and there's no way to do that online, so I called Expedia customer service. What I didn't realize is that the customer disservice representative also change the other flights in my itinerary.

Services 100

Services Customer Service Search Association 100

Clark Quinn

MAY 2, 2011

We’re already seeing the ability to create custom recommendations (e.g. Amazon, Netflix), and companies are already creating custom portals (e.g. The ability to begin to customize content delivery will be important for customer service, performance support, and slow learning.

Simulations 169

Simulations IBM Performance Support Engineering 169