Learning how to create amazing customer experiences doesn’t happen by magic. You can hire for the competencies in many cases. Beyond that, we all need to continue to learn. Learning happens at two levels. We need learning initiatives for the entire company. We also need them tailored to each department. You don’t have to start from scratch by hiring for new skills. Employees love to learn and engaged employees will appreciate the opportunity to expand their competencies.
While employees may learn this on their own initiative, it is highly likely that a systematic learning program will build the culture sooner rather than later. Senior and middle management commitment to learning makes a difference.
Here are the key ideas:
- Learning is a huge part of employee engagement.
- Start by designing a simple curriculum.
- Begin sooner rather than later. Don’t wait for a 5 day program when you can start with a 1 hour “learn and lunch” session.
- Encourage employee engagement in all learning activities with active involvement of management.
Customer experience makes the business world go ’round, for those organizations that fail to satisfy are ultimately doomed to fail. Hence, as customer experience initiatives shift from luxury to necessity, many brands have come to institute CX curricula in an effort to align employee behaviors with enterprisewide goals for enhanced customer service.
Brands like BMO Financial Group, Cleveland Clinic, The San Antonio Spurs, and Nationwide Mutual Insurance have created their own CX curricula, which expand upon traditional training methods by putting an emphasis on customer experience. Here, we explore the inner workings of successful CX curricula plans and the essential characteristics necessary for implementing training initiatives of their own