One of the greatest ways to anticipate customer needs is to listen.
The way people learn today is continuously evolving, and with the rise of technology people expect answers at their fingertips. The life of a professional skill is much shorter today than it was in the past. Mandy Gagliardi, the Senior Media Manager on our team, joins Janet today to share the way she focuses on the customer experience to guide her work. As we design our digital learning system, Mandy listens to our partners and develops solutions for us to make their lives easier. Our team understands we are not only meeting the needs of today’s learners, but we are also anticipating the needs of tomorrow’s learners as well.
This episode addresses questions, such as:
- What has changed about the way people want to learn?
- How did we overcome barriers and shift our approach in response to customer demands?
- How do we anticipate customer learning needs as we plan our future system adjustments?
Companies are pouring more resources than ever before into building a strong customer experience, and many expect to soon compete on experience more than price or quality. But what about customer service, and what is the difference between customer service and customer care?
When a team awakens to the real meaning and practice of a continuous improvement approach to make lasting change, team members begin to think about improvement possibilities differently. Getting away from initiative-centered thinking can be a challenge for organizations that may be accustomed to jumping from one episodic and silver bullet promise to the next.