The Training Trends that Boost Customer Satisfaction

Heres a glance into the top three trends in the training industry, that can prove pivotal in a healthy growth of any organization for the long haul.

1. Growth in Customer Training.
Recent trends suggest companies are proactively working towards customer training and its growth that drives company branding and culture. These training opportunities help to maximize customers’ usage habits, create valued touch-points and play a vital role in building loyalty and high adoption rates.

In a survey conducted by Expertus, even in a difficult economy, the vast majority of companies predicted that their budget for customer training would stay the same or go up. 48% believed that customer training budgets would increase. Some of the clear advantages of such a training program are:

  • Customer satisfaction is the most strongly expected and realized benefit from customer training
  • Reduced support calls and increased training revenue
  • Increased customer retention
  • Extended product-reach to more customers
  • Introduction of new products
  • Importance in achieving company financial goals

To conclude, it is important to understand the importance of customer training in creating a better customer experience and better adoption of services, tools and loyalty to an organization’s offerings.

2. Face to face is going down. Self-paced videos are going up.
With customer training playing an important role in the growth of an organization, the next trend on the up is the way in which this training is imparted. Technology is changing the ‘face’ of customer service in every area. Traditional ways we used to interact with customers, win their trust, and keep them coming back are becoming irrelevant. Internet technologies and the advent of e-learning applications have made a fundamental difference to the way organizations deliver training and development content, activities and experiences.
A survey shows that instructor led classroom training has gone down from 76% to 59% in the recent years. Technology based training has moved up. The e-learning tools market globally is a whopping 5 billion. Below mentioned are some of the advantages offered through e-Learning:

COST BENEFITS

  • Accommodation costs for staff that has travelled to the training venue.
  • Travelling costs associated with travelling to the training venue.
  • The cost of the training venue (room hire).
  • Instructor costs.

PRODUCTIVITY AND ORGANISATIONAL BENEFITS

  • Less time taken without diminishing learning benefits.
  • Time away from work is reduced.
  • Better meets the needs of a geographically dispersed workforce.
  • Course delivery is more consistent.
  • Instruction can be better tailored to individual learners.
  • More cost effective.

To conclude, these trends in technology show no signs of slowing. As new developments for e-learning quickly move forward, they promise some very exciting capabilities for online training and information exchange.

3. User Generated Content for training on the rise.
Growth trends in customer training and its medium seem to be firmly established for the long haul. New devices and APIs are shaping the present and future of how organizations administer and record learning. Across the globe companies are now voting for more and more user generated content (UGC) in creating the content for training programs. It is proved that creating good quality, relevant and engaging content is likely to attract more audience. In a recent survey by GP strategies, findings show that overall, 91% of learning professionals seem to leverage or plan to leverage user-generated content. Since the most common type of content is subject matter expert stories/case studies, it comes as no surprise that SMEs are creating content. Companies are much more successful at getting SMEs to create content than any other group. Key benefits from such a program are:

  • Increased content/context relevance and accuracy
  • Capture of employee knowledge
  • Faster creation of content
  • Increased sense of connection among learners

UGC is not a new concept, but for digital marketers, UGC has never offered as many exciting possibilities for engaging with consumers and building brand loyalty. This trend is worth tracking because it represents a radically new definition of what constitutes value to the consumer. Various tools like kPoint can prove very useful in staying abreast this trend.

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