In a current webinar titled “The Learner is All the time Proper: Enhancing the Buyer Expertise with Microlearning,” two studying leaders – Dr. Jill Stefaniak (CLO, Litmos) and John Leh (CEO, Gifted Studying) – mentioned how microlearning is revolutionizing buyer expertise (CX).
This partaking and insightful session explored some great benefits of microlearning, frequent buyer issues addressed by microlearning, and greatest practices for integrating microlearning right into a CX roadmap.
Curious about watching the webinar? View the recording right here.
Why Microlearning works
Dr. Stefaniak and Leh opened the webinar with a surprising microlearning statistic:
Learners who’ve acquired tempo reinforcement classes have been reported to recall data 150% higher after six months, in comparison with conventional coaching strategies.
Microlearning breaks a given subject into small, digestible chunks of content material, with every microlearning module usually lasting now not than 5 minutes. The accessibility of this format is what could make it so efficient for coaching prospects on the newest product updates and serving to busy buyer assist representatives stand up to hurry rapidly.
Can microlearning enhance CX?
Illustrating the influence 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 should you want focused instruction for brand spanking new product options within the second. Microlearning modules can present prospects 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 prospects are conscious of any adjustments or new options that could be obtainable to them.”
Leh and Dr. Stefaniak additionally delved into the potential for personalization that microlearning provides. They defined how AI is driving customized studying, and could possibly be essential in addressing distinctive buyer challenges and buyer assist coaching wants.
“The know-how is there to make [microlearning] tremendous adaptive,” defined Leh. “So you probably have 30,000 individuals going by way of 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 completely different, relying on what you’re studying goal is, and who you’re attempting to achieve.
Throughout their dialogue, Dr. Stefaniak and Leh outlined a non-exhaustive record of microlearning codecs: quick video clips, infographics, podcasts, interactive simulations, and eLearning modules.
When discussing greatest practices for microlearning, they careworn the significance of specializing in a single studying goal per module. Whereas it could be tempted to pack as a lot as potential 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 all the time the suitable selection; extra advanced matters might require conventional or long-form tutorial codecs.
Aligning microlearning with enterprise objectives
Fixing enterprise issues and enhancing enterprise influence with microlearning was additionally a significant subject of dialogue in the course of the webinar, particularly as a method of getting management buy-in for weaving microlearning into CX roadmaps.
Fixing an actual enterprise downside with microlearning can result in measurable wins that studying professionals can convey 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 will decrease the period of time persons are combating finishing the duty. And microlearning might help inside a comparatively few quick 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 contemplate one of the best practices above and also needs to prioritize the accessibility of their microlearning content material. This implies ensuring that microlearning content material is persistently obtainable and simply discoverable. Investing in an LMS for buyer coaching can make sure that your group’s customer-focused microlearning is persistently branded, straightforward to seek out, and seamlessly accessed by prospects and workers by way of single-sign-on (SSO) and API integrations.
Able to study extra about how microlearning can increase buyer satisfaction? Watch a recording of “The Learner is All the time Proper.”
