Customer Engagement Metrics: What Marketers Can Teach Learning Pros

Talented Learning

In 2008, independent think tank Institute for the Future published a groundbreaking analysis, “ Engagement Economy: The Future of Massively Scaled Collaboration and Participation.” The Engagement Economy demands a different mindset – one that is intensely focused on creating customer value.

Wikis for Improving Productivity

Experiencing eLearning

Significant increases in productivity with a wiki. The productivity increases are really what interests me in this webinar. Productivity. Improves customer service b/c people have the right information–you aren’t working on a mortgage and discover halfway through that the rules have changed. It has already paid for itself in increased productivity in less than a year. They customized and saved their own templates.

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2008 in retrospect

Jay Cross

I’m closing the chapter on 2008 and gearing up for 2009 and beyond. Peter Drucker said the purpose of business is to create and maintain a customer. A developer who says, “Here’s what we’ve got now, but something better is on the way,” forms a relationship of mutual self-interest with the customer. The developer who says, “This product is final. Beta empowers the customer to decide what’s good enough. Keynoted Learning Technologies 2008 in London.

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A whole new world

E-Learning Provocateur

As of 7 July 2008, L$265 = US$1. Consider the following possibilities for customers : A virtual island where visitors can come to learn about your products and services. The corporate sector is exploring a whole new world. Which world? The virtual world. What is a virtual world?

Cammy Beans Learning Visions: The Value of Instructional Designers

Learning Visions

Monday, January 07, 2008 The Value of Instructional Designers Ive been having on ongoing conversation with other instructional designers as to whether or not we need to have the technical skill sets to actually build the courses we design.

To innovate, watch your customers

Marcia Conner

If you want to create an innovative new product, think like a consumer. Many successful products today, from the iPod to the OXO potato peeler, are designed with customer emotion, self-image and fantasy in mind. It's not all about product function, anymore. That's the focus of The Design

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The true meaning of customer service messages

Jay Cross

To talk with a customer service representative, press 4. All of our customer service agents are helping other customers. Did you know that you can order our wonderful products from our website. All of our customer service agents are helping other customers. Our fall line of products come in earth tones! All of our customer service agents are helping other customers. All of our customer service agents are helping other customers.

7 Proven Techniques for Keeping Your E-Learning Customers Happy - The Rapid eLearning Blog

Rapid eLearning

7 Proven Techniques for Keeping Your E-Learning Customers Happy. January 22nd, 2008. It’s a tricky balance working with customers. On the other hand, a demanding customer can negatively impact the elearning course by making demands that don’t fit sound instructional design. We built the project exactly like the customer wanted. I was inexperienced at the time and catered to our customer’s every demand and ended up with a subpar product.

Data Driven

Tony Karrer

Will the retail sales training change behavior in ways that improve customer satisfaction? Will the performance support tool provided to financial advisors increase customer loyalty? For example, one question asks whether "Associates were able to help me locate products."

Working With IT

eLearning Cyclops

That said, there are things we can do to create a more productive partnership with our IT brethren. It seems universal for e-learning staff - working with IT is a challenge. It certainly has been for me at the organizations I have worked.

Second Life Created Virtual Documentary

Kapp Notes

Another feature that could be added are customers (how often do they appear in employee orientation training? Have the learner be whisked to a customer site and have a customer give a virtual tour of their facility and explain what they do and how they interact with their customers.

Virtual Jeans=Real Jeans

Kapp Notes

The factory specializes in customized jeans. The production process at the manufacturing plant enables a customer to customize an order to their exact specifications. Customized details include a choice of rinse, pocket style, rivet design, hemline and fly.

Cammy Beans Learning Visions: Instructional Designer as Consultant?

Learning Visions

Friday, February 08, 2008 Instructional Designer as Consultant? See part one: Instructional Design as a Spectrum ) In eLearning Magazines predictions for 2008 , Patti Shank said this: Learning content, activity, and assessment authoring tools continue to improve.

Knowledge Work Types

Tony Karrer

A particularly hard customer situation. Think about the following areas: Marketing Sales Product Design Engineering Yes, some portion of the work is routine, but most of the value provided is handling the non-routine. It's the marketing person who can figure out how to understand customer needs and position the product and reach the customer in changing media channels.

Cammy Beans Learning Visions: Instructional Design: Wheres Your Center? Whos Your Master?

Learning Visions

Wednesday, March 05, 2008 Instructional Design: Wheres Your Center? eLearning vendors (those that design custom courseware) are often handed the course to be built. Ive been working with a pharmaceutical manufacturing facility, revising operating procedures for three product lines.

Alternatives to Second Life Continued

Kapp Notes

The platform enables businesses to Generate leads, Sell product, Network, Conduct education and Enhance brand awareness via Private and Public virtual shows all in a 3D virtual world. In my listing of Alternatives to Second Life , many packages were missed. Here are two more.

To innovate, watch your customers

Marcia Conner

If you want to create an innovative new product, think like a consumer. Many successful products today, from the iPod to the OXO potato peeler, are designed with customer emotion, self-image and fantasy in mind. It's not all about product function, anymore. That's the focus of The Design of

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The High Art of Reusability

Kapp Notes

The results of this "fine tuning" are fed to the marketing department who runs the ideas by focus groups, who then feedback to the product development team, who, in turn, writes the results on the collaborative wiki for the research scientists to view.

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Alternatives to Second Life

Kapp Notes

The company offers private, secure virtual worlds with tailored solutions based on industry and customer specific needs. The flagship product of Forterra is OLIVEâ„¢ (On-Line Interactive Virtual Environment). Icarus Studios The company offers tools and products for createing Massively Multiplayer Oline environments and virtual worlds. The flagship Icarus Platform is actually a suite of products that feature a back end designed to drive a wide variety of front end experiences.

Per Question Reports

Tony Karrer

We have recently been exploring putting more coursework online and have experimented with the Articulate line of products. First, having worked on custom LMS, LCMS, Authoring projects and being pretty deeply familiar with SCORM, it's easy to blame the LMS for poor reporting on per-question reporting, but its very hard for an LMS to create generic reports that work well across all the variations that you run into. Learning Trends 2008 - Online - Free [link

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10 Sure-Fire Tips for Creating Your Own Stock Photos

Rapid eLearning

It’s also a way to build some interest in the course prior to roll out since the break room will be abuzz, eagerly anticipating the final product. Here are some of the posts I’ve written so far: How to be More Productive with Narration in Presenter ‘09.

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No More Little Sandwiches

Tony Karrer

3) Our product places the sandwich in the corner of third-party-hosted images for free wikis as a general way of gently deterring people from using us as free image hosting. What's that old axiom about customers who have had a difficulty that gets resolved are more attached than those that never have had any issue? Learning Trends 2008 - Online - Free [link End of the week and end of a little weirdness.

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Social Networking Not Corporate Enough for Your Company?

Kapp Notes

What new product is under development in your R&D department that would fit the exact need expressed by a customer just a few days ago? If you think that social networking is just a fad or is only good for social things like what album you like or what what book you are reading.but is not appropriate for work.think again.

Some Questions and Answers

Kapp Notes

So the need for online learning is being driven by the needs of businesses to continually reduce costs and increase productivity. Recently, someone sent me some questions about the field of e-learning and I thought I'd answer them here and give everyone a chance to provide input as well. 1) How is e-Learning Evolving? I think it is evolving along four paths. The first is a "quick and dirty" path.

eLearning Course Development

Tony Karrer

I have built our courses using a custom template created using HTML and JavaScript. They couldn't believe I wasn't using Lectora or another similar authoring product. My point of view was a little different: I chose this method because I have greater ability to customize courses as I please, and I can control every little detail of the course. You can still add custom HTML / JavaScript. BJ Schone asks a good question in his post - How do you build eLearning courses?

EdisonLearning Officials Discuss the Future of K-12 Education

Kapp Notes

Recently I attended an online discussion facilitated by the educational company EdisonLearning who recently acquired a product called Provost. The goal of the discussion was to talk about the acquisition of the new product but also to discuss the future of education as EdisonLearning envisons it. The kids could then receive differentiated instruction customized to their needs. Complete customized, flexible educational opportunities.

Innovating by Conversation

Clark Quinn

If we accept the increasing rate of change and growing speed of execution, innovation in products and services will be critical to maintain competitive advantage. Starting internally is a first step, but also consider opening it up to customers, partners, and more. Innovation is an increasingly important element in organizational survival, I'll suggest.

Web 2.0 Applications in Learning

Tony Karrer

There were about 7 examples mentioned including Intuit using a Wiki-like system for customers to ask questions/get advice around taxes, using a group blog with students prior to a formal learning event, the US Army's use of collaboration tools to share best practices in Iraq, and several others. I also left out many external audiences, e.g., customers, grantees, partners, members, etc.

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Cammy Beans Learning Visions: Kineo Product Knowledge E-Learning Webinar

Learning Visions

Monday, July 13, 2009 Kineo Product Knowledge E-Learning Webinar Kineo will be holding a free webinar on creating effective product knowledge e-learning on July 16th, 2009. Product knowledge training creates major challenge for organizations, including: Keeping content up to date: products change rapidly. Keeping it short and focused: sales people who need product knowledge information work in challenging, fast paced and often noisy retail environments.

e-Clippings (Learning As Art): Two Very Different Views of Publishing (heres a hint.I think one is WAY wrong!)

Mark Oehlert

» January 11, 2008 Two Very Different Views of Publishing (heres a hint.I I had the pleasure of interviewing her for the 2008 edition of the Guild's 360 Report on Immersive Learning Simulations / Serious Games.

When It Makes Sense to Pay for Professional Narration

Rapid eLearning

This doesn’t include the lost productivity of using in-house talent. If it’s a course that is going to reach your customers or go outside of the organization, I recommend getting the best narration you can afford. I trust them and know that I’ll get a quality product.

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Learning for the 21st Century

Jay Cross's Informal Learning

It’s a product that is created and consumed as it is delivered. Shareholders placed their bets on soft assets like customer relationships, know- how, and a track record of innovation. A superlative industrial worker was 25% more productive than average. An exemplary knowledge worker can be 200x more productive than average.

5 Easy Tips to Whip Your Slides Into Shape

Rapid eLearning

So far we’ve looked at: How to Be More Productive When Using PowerPoint to Create E-Learning Courses. You’ll learn to apply various formatting features, make custom edits, and create the shapes you want. Create Custom Shapes.

Dawn of the Un-book

Jay Cross

Effectiveness Column in June 2008 CLO magazine. A study by the Jenkins Group, a custom book publishing firm, found that: • One-third of high school graduates never read another book for the rest of their lives. Using one's own products is known as "eating the dog food."

Carnary Wharf Meeting on the future of learning

Jay Cross's Informal Learning

“Using learning nuggets to help customers use products is much smarter. Yesterday a dozen senior learning professionals met for four hours in the board room at Thomson Reuters in London.

Learning Developments: WBT Development Toolbox

Learning Developments

Dec 9, 2008. I ended up selecting three of these products. All the products I selected have the following attributes: Create SCORM 1.2/2004 packages Questions and quiz functionality is powerful Easy to add audio soundtracks in to content Import a course story board created in PowerPoint Relatively easy to use compared to other tools in the market Easy to create highly interactive content Articulate The first content authoring product I choose was Articulate Studio 09.

Here’s How to Measure ROI in the Real World

Rapid eLearning

Customer Satisfaction = Success. Assume that the customers know what they want. If you do what you agree to do and the customer’s happy, you have your ROI. Fuzzy expectations lead to a less than stellar end result, which ultimately leads to an unhappy customer. If you’re not quite sure what that is, help the customer sort through their expectations. Lower Your Production Costs. Cut production costs. It never fails.

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