5 tips for creating a customer-centric learning strategy
TRANSCRIPT
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
WeFacilitate
We Communicate
We Investigate
learning innovation that delivers business
impact and fulfils
potential
TurningData
intoInsight
into Action
The big challenge
3 in 5 L&D managers struggle to engage learners.
Why?
Today’s Agenda
Learner-centric L&D
The customer perspective
5 tips for moving to a customer-centric learning strategy
Learner-centric L&D
The customer perspective
5 tips for moving to a customer-centric learning strategy
Comment in the chat
area!
What does a learner-
centric L&D strategy look
like?
Learning Aspirations
PERFORMANCE AGILITY
PROCESSEFFICIENCY
PERFORMANCE AGILITY
PROCESSEFFICIENCY
Learning Aspirations
CULTURE
PERFORMANCE29% achieved
AGILITY24% achieved
PROCESS39% achieved
EFFICIENCY41% achieved
Some way still to go
CULTURE21% achieved
About BenchmarkingWho is reporting the best
results? What are they doing differently?
The top 10%
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
The Top Deck help us get there
More for
Less
Learner
Centric
Strategy
But first…
Learner-centric L&D
The customer perspective
5 tips for moving to a customer-centric learning strategy
© 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
91%of staff like to
be able to learn at their own
pace
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%
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%
48%of staff
use their personal mobile to
access work related
learning apps
The danger of
boxing staff in
CONSTRAINS OUR THINKING & ACTIONS
Learner-centric L&D
Challenging assumptions about learners
5 tips for moving to a customer-centric learning
strategy
5 tips for moving to a customer-centric learning strategy
What can we learn from the Top Deck learning organisations?
86% of the Top Deck
are proactive in
understanding how their staff learn
(30% average)CONSUMER-
DRIVEN
82% of staff
know what they need to
learn
The Top Deck are
2x as likely to
involve users in design
(67% vs 29% avg.)
LISTEN
Tip 1. Provide staff with an active voice
What motivates staff to learn?
69%want to do their job better and faster
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
What puts staff off?
35%are put off by uninspiring
content
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
Tip 2. Be useful!
What motivates staff to learn?
65%just like to learn
The Top Deck are
2xmore likely to
encourage staff to define their own personal
learning strategies
(73% Top Deck vs 35% avg.)
The Top Deckhelp stafflearn
how to learn
79% offer study skills training (51% avg.)
78% encourage staff to learn from mistakes (41%)
Tip 3. Be Helpful
59% say lack of
time is a barrier
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?
26% of staff
can’t find what they
need
The Top Deck
simplify ACCESS
TO COMMUNITY
TO CONTENT
TO TECHNOLOGY
TO CLEAR COMMUNICATION
AT THE RIGHT PLACE AND TIME
Tip 4
Simplify theExperience
Tip 5
Let Go
WE NEED TO LET GO OF OUR
PAST
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
What are you going to do differently as a result
of today?
@LauraOverton@TowardsMaturity
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.
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