By Mike Bradshaw, Account Manager, Expertus
An extended enterprise LMS helps you deploy, track and improve your customer training. However, it can also turn your customers into brand advocates. In this article, I’ll share 7 tips to improve customer loyalty using an extended enterprise LMS.
How To Improve Customer Loyalty Using An Extended Enterprise LMS
Are your customers aware of the benefits your services can bring? Do they spread the word about your brand and your superior service? Do they really know how to use your products to improve their daily lives? If not, an extended enterprise LMS can help you keep your customers informed and engaged. Here are 7 tips to improve customer loyalty using an extended enterprise LMS.
1. Provide Product Knowledge Training
Customers need to know about the features and benefits of your products and services. In most cases, products address a specific problem or challenge that customers face on a daily basis. However, you must draw their attention to how your offerings address these “pain points”. Create short presentations or infographics to highlight a new product line or fun games that explain how your unique services can help them achieve their goals. Customers appreciate the fact that you’re giving them all of the information they need to make a well-informed decision.
2. Offer Video Training Tutorials
Customers may not know how to get the most out of your product or service. However, video training tutorials give them the chance to see the product in action and learn the ins and outs of proper usage. Create videos that walk them through every step of the process, or provide them with a detailed overview of its features and functions. It’s wise to add a broad range of media to your productions, such as background music, audio narrations and attention-grabbing images. This caters to different learning preferences and needs. Also, the shorter the better for maximizing engagement. If a tutorial is too long, break it up into a two, three or four-part series.
3. Clear Up Confusion With Interactive Simulations And Branching Scenarios
There are times when a firsthand eLearning experience is the best solution. As such, you can integrate simulations and interactive branching scenarios to clear up any confusion. Customers may have a general idea of how to use your products. But a simulation allows them to test out the features and delve into the benefits. For example, an interactive simulation shows them how to use your software so there is a reduced learning curve, thereby improving customer satisfaction and fostering loyalty. As mentioned in Tip #2, try to keep your real-world eLearning activities concise so customers can complete them during their free time. For instance, create a 2-minute micro scenario that explores a specific task they can perform using the product.
4. Conduct LMS-based Surveys To Get Valuable Customer Feedback
An extended enterprise LMS helps you track virtually every aspect of your customer training. This includes customer feedback. You can integrate surveys, polls and questionnaires with your customer training. Then evaluate the data to identify areas for improvement. The extended enterprise LMS compiles survey results and then displays them as charts or graphs. So now you have the ability to quickly pinpoint trends or patterns that you may have missed. Just make sure to keep your LMS-based surveys short and sweet. Customers only have a limited amount of time to offer their feedback.
5. Continually Track Customer Engagement
Most extended enterprise LMSs are equipped with reporting and analytics. So, your organization can see how customers are interacting with the learning content and their preferred resources. For example, LMS metrics reveal that your product knowledge game is a big hit among millennials, while Gen X customers prefer microlearning videos that quickly highlight benefits. LMS reports give you the rare opportunity to step inside the shoes of your customers and evaluate their behaviors. Thus, you’re able to improve your learning strategy to build customer loyalty. Look for an LMS platform that offers built-in, customizable LMS reporting with streamlined workflows so you can quickly focus on what matters to your organization.
6. Develop An Effective Training Program For External Partners, Too
A well-informed external partner leads to well-informed customers. As such, it’s essential to provide your franchisees, consultants and distributors with the eLearning resources they need. Conduct pre-assessments to identify knowledge and performance gaps. Then develop microlearning activities, personalized learning paths and “moment of need” training support resources. Host a monthly webinar to ensure that everyone’s on the same page, and get their input to custom-tailor your learning content. A standout feature of an extended enterprise LMS is that they allow you to assign resources based on a partner’s roles or responsibilities. For example, your partner sales channel receives training activities and modules to build negotiation and communication skills, while your franchisee owners have access to the management and compliance training courses they need to successfully run their business.
7. Integrate Social Media To Spread The Word
Social media serves two very important purposes. First, it gives customers the opportunity to spread the word about your brand. They can post reviews, links and share their thoughts about the product. Second, it gives them access to a wealth of learning resources that you’ve included on your social media page. For example, helpful tips or video links that allow them to use your product more effectively. Many extended enterprise LMS solutions support social media integration. For instance, you can include social networking icons that send customers to your groups or pages or track social media engagement to see which social media platforms are worth your time and resources. A few LMSs go one step further by allowing you to embed training catalog widgets or provide dynamic shareable links to training questions within the social media forums your customers frequent the most. This puts highly relevant training right at their fingertips, which boosts learning adoption and, ultimately, strengthens their loyalty.
An extended enterprise LMS gives customers the power to interact and engage with your brand. They also allow customers to get the tips, tricks and guidance they need to avoid buyer’s remorse. As a result, they are more likely to use your services or purchase your products for years to come.
If you’re interested in learning more, watch our free on-demand webinar: How to Select the Right LMS for Your Customer Training.
7 Tips to Improve Customer Loyalty Using An Extended Enterprise LMS was originally published on elearningindustry.com.