5 tips for creating a customer-centric learning strategy
TRANSCRIPT
![Page 1: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/1.jpg)
All content © 2015 Towards Maturity CIC Ltd. Not to be distributed or copied.
[email protected]/2016benchmarkAll content © 2015 Towards Maturity CIC Ltd. Not to be distributed or
copied.
[email protected]/2016benchmark@LauraOverton
@TowardsMaturity
5 Tips for Creating a Customer-Centric Learning Strategy
![Page 2: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/2.jpg)
WeFacilitate
We Communicate
We Investigate
learning innovation that delivers business
impact and fulfils
potential
TurningData
intoInsight
into Action
![Page 3: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/3.jpg)
The big challenge
3 in 5 L&D managers struggle to engage learners.
Why?
![Page 4: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/4.jpg)
Today’s Agenda
Learner-centric L&D
The customer perspective
5 tips for moving to a customer-centric learning strategy
![Page 5: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/5.jpg)
Learner-centric L&D
The customer perspective
5 tips for moving to a customer-centric learning strategy
![Page 6: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/6.jpg)
Comment in the chat
area!
What does a learner-
centric L&D strategy look
like?
![Page 7: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/7.jpg)
Learning Aspirations
PERFORMANCE AGILITY
PROCESSEFFICIENCY
![Page 8: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/8.jpg)
PERFORMANCE AGILITY
PROCESSEFFICIENCY
Learning Aspirations
CULTURE
![Page 9: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/9.jpg)
PERFORMANCE29% achieved
AGILITY24% achieved
PROCESS39% achieved
EFFICIENCY41% achieved
Some way still to go
CULTURE21% achieved
![Page 10: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/10.jpg)
About BenchmarkingWho is reporting the best
results? What are they doing differently?
The top 10%
![Page 11: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/11.jpg)
Efficiency Processes Productivity Responsiveness Culture
25% 22%12% 10%
6%
37%30%
24%17% 18%
42% 39%
29%24% 19%
61% 63%
47%42%
37%
72% 73%
63%56%
48%
Q4 Q3 Q2 Q1 Top deck
Top Deck
x3 x5 X8x5x3
The Top Deck are achieving their goals
![Page 12: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/12.jpg)
The Top Deck help us get there
More for
Less
Learner
Centric
Strategy
But first…
![Page 13: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/13.jpg)
Learner-centric L&D
The customer perspective
5 tips for moving to a customer-centric learning strategy
![Page 14: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/14.jpg)
© Towards Maturity 2015, Learner Voice Part 3: www.towardsmaturity.org/learnervoice3
How do knowledge
workers learn
what they need
to do their job?
86% team collaboration 82% conversations / meetings58% support from mentor / coach / buddy42% internal networks / communities 78% manager support 70% web search45% online performance support tools49% Job aids and checklists 57% classroom courses47% self-paced e-learning39% Live online learning18% games and simulationsFO
RMAL
SOCI
ALW
ORK
![Page 15: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/15.jpg)
91%of staff like to
be able to learn at their own
pace
![Page 16: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/16.jpg)
80% are willing to share what
they know with peers
18% overall need help getting started
21-30 31-40 41-50 51-60 Over 60
87% 84% 76% 71% 69%
![Page 17: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/17.jpg)
61%of staff
are motivated by using
technologies that allow them to network and
learn with others
21-30 31-40 41-50 51-60 Over 60
73% 64% 58% 40% 45%
![Page 18: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/18.jpg)
48%of staff
use their personal mobile to
access work related
learning apps
![Page 19: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/19.jpg)
The danger of
boxing staff in
CONSTRAINS OUR THINKING & ACTIONS
![Page 20: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/20.jpg)
Learner-centric L&D
Challenging assumptions about learners
5 tips for moving to a customer-centric learning
strategy
![Page 21: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/21.jpg)
5 tips for moving to a customer-centric learning strategy
What can we learn from the Top Deck learning organisations?
![Page 22: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/22.jpg)
86% of the Top Deck
are proactive in
understanding how their staff learn
(30% average)CONSUMER-
DRIVEN
![Page 23: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/23.jpg)
82% of staff
know what they need to
learn
![Page 24: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/24.jpg)
The Top Deck are
2x as likely to
involve users in design
(67% vs 29% avg.)
LISTEN
![Page 25: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/25.jpg)
Tip 1. Provide staff with an active voice
![Page 26: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/26.jpg)
What motivates staff to learn?
69%want to do their job better and faster
![Page 27: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/27.jpg)
97%Top Deck
agree learning
initiatives support the
skills the business
needs(60% on average)
“HAVE NOTHING IN YOUR HOMES THAT YOU DO NOT KNOW TO BE USEFUL OR BELIEVE TO BE
BEAUTIFUL.”
~ WILLIAM MORRIS
![Page 28: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/28.jpg)
What puts staff off?
35%are put off by uninspiring
content
![Page 29: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/29.jpg)
2x User generated External video
BlogsCuration
Content in the cloudBadges
4xAs likely to
blend technologies including social for
collaboration(85% vs 21%) THINK DIGITALLY
LATERALLY
![Page 30: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/30.jpg)
Tip 2. Be useful!
![Page 31: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/31.jpg)
What motivates staff to learn?
65%just like to learn
![Page 32: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/32.jpg)
The Top Deck are
2xmore likely to
encourage staff to define their own personal
learning strategies
(73% Top Deck vs 35% avg.)
![Page 33: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/33.jpg)
The Top Deckhelp stafflearn
how to learn
79% offer study skills training (51% avg.)
78% encourage staff to learn from mistakes (41%)
![Page 34: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/34.jpg)
Tip 3. Be Helpful
![Page 35: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/35.jpg)
59% say lack of
time is a barrier
![Page 36: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/36.jpg)
59% say lack of
time is a barrier
43% evenings and weekends
46% at point of need28% travelling to/from work
But we make time…
What are the other barriers to learning?
![Page 37: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/37.jpg)
26% of staff
can’t find what they
need
![Page 38: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/38.jpg)
The Top Deck
simplify ACCESS
TO COMMUNITY
TO CONTENT
TO TECHNOLOGY
TO CLEAR COMMUNICATION
AT THE RIGHT PLACE AND TIME
![Page 39: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/39.jpg)
Tip 4
Simplify theExperience
![Page 40: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/40.jpg)
Tip 5
Let Go
WE NEED TO LET GO OF OUR
PAST
![Page 41: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/41.jpg)
1.Listen moreProvide staff with an active voice
2.Be useful3.Be helpful4.Make life simple5.Let go
5 tips for moving to a customer-centric learning strategy
![Page 42: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/42.jpg)
What are you going to do differently as a result
of today?
@LauraOverton@TowardsMaturity
![Page 44: 5 Tips for Creating a Customer-Centric Learning Strategy](https://reader035.vdocument.in/reader035/viewer/2022070603/5872d4261a28ab74188b59bf/html5/thumbnails/44.jpg)
ABOUT US
Towards Maturity is a benchmarking practice that provides authoritative research and expert consultancy services to help assess and improve
the effectiveness and consistency of L&D performance within organisations. It leverages the data gathered from the largest learning
and development benchmark in Europe.
Download our case studies to support your business case for change at:www.towardsmaturity.org
Benchmark your learning strategy to prioritise actions and improve performance at: www.towardsmaturity.org/benchmark