The Experience Economy has changed the way businesses compete. Today, good experiences are table stakes; it takes GREAT experiences to win. The gap between what customers expect and what actually gets delivered is real. 80% of CEOs think they’re delivering a superior experience, but only 8% of customers agree (Bain & Company)." Meeting, exceeding and […]

During SAP Customer Experience LIVE, we were honored to showcase our winners for our annual Lenny Awards! The Lenny Awards celebrate exceptional businesses using training to create positive experiences for customers every day.   These awards were driven by hundreds of submissions from our customers across many different use cases. I’m always blown away by […]

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do.   1.Emotions drive decisions for learners and customers alike. Emotions are driving our decisions, and usually more than we believe they are. According to Harvard Professor, Gerald […]

Customer churn. If you haven’t heard the term before, it refers to the upheaval that happens when existing customers end their relationship with your business. In other words, it’s the opposite of customer retention. No company wants a high rate of churn — it means their sales department is working hard to acquire new customers while […]

If you've ever been to the Apple store, you know that it's kind of an experience: you can buy products there; you can get your devices fixed there; and there are scheduled Today at Apple programs —  like a music lab, a photo walk, or kids' programs.  Today at Apple may seem, at first glance, […]

It's an oft-quoted saying in IT: 80 percent of customers only use 20 percent of the features in the software they've bought. This may sound like an exaggeration, but let's do an experiment: how many of your phone's features and pre-installed apps do you actually use? How many more would you be using if the […]

You train your employees and sell to your customers, right?  Well, yes, but you should be training your customers, too.  Why? We’ve written before about the benefits of continuous learning in the workplace. Like your employees, your clients crave knowledge, but unlike your employees who often have access to a learning platform, clients don’t always […]

We live in a complex world, and many of our products and services are reflecting that. In many organizations, it’s up to marketing to help educate those who will eventually use these products and services. It’s up to marketers to educate customers before they even become customers. Let’s think of this in dollars and cents […]

Often we when think of enterprise learning, our minds go to "employee training," but in our digitally and globally connected world, this is a sweeping over-simplification. The definition and boundaries of enterprise learning have rapidly expanded to include any link in the business value chain, including customers, partners, franchisees, vendors, and other external audiences. Today's […]

Whether you’re considering changing your current learning management system (LMS) or rolling out an entirely new training platform for employees or clients to use, the question regarding "ownership" of the training platform is bound to arise. From sales to marketing teams, every department will have its own needs, and internal office politics on training platform […]

DiscoverOrg is on a mission to create a revolution in sales. A pioneer in the sales and marketing intelligence software space since 2007, the company's platform is designed to reduce the time-to-direct-connection with targeted prospects and improve the performance of all prospecting efforts by providing both the contacts and context needed to sell and market more […]

You packed your training program with great content, and it is getting rave reviews with beta testers. Now you need buy-in from the executive level for their feedback and input for a full rollout. Consider these tips for getting the C-suite engaged. 1. Include Them in the Assessment Phase You'll get a better response when […]

After solving one corporate training problem, it's only natural that you will learn from that experience.  When a similar problem is presented, you will apply the knowledge from your prior experience and most likely develop a similar solution: Keeping all the good parts, and throwing out the bad. Your final solution won't be exactly the […]

As our world adapts to the benefits of technology many HR-centralized training departments are feeling enormous pressure to produce more training content. Unfortunately, 20th century training departments are typically ill-equipped to meet the demand of employees hungry for more. And so adding the additional responsibility of customer product training to the HR department is typically not […]