Customer experience quite often relates to learning. Examples:
- The flyer in your bank statement that is telling you why you should buy insurance, or how to use the telephone IVR system.
- The binder in your hotel room that tells you about the services of the hotel, and how to access them. If you don't know the protocols of a spa, do they help you avoid looking like a goof?
- Learning how to set up the machines in your gym. Do they make it easy for you, or were you supposed to be born knowing?
If you conduct seminars for marketing, business development or as a customer loyalty offering, you are also asking people to learn something.
If your employees ever have to deal with new products or procedures [jeez, likely every week, if not every day in some businesses!] then understanding how people learn can save you a lot of grief.
So how good is your teaching?
There's a great list on Hacking Knowledge called 77 Ways to Learn. Consider a few, and how they relate to customer communications, from signage to seminars:
Use acronyms and mnemonic devices
Yup, that's how I made it through many courses over the years, and I bet you did too. So why not leverage these for interactive telephone systems, or other regular processes to save customers time?
Use visual learning techniques
Show the structure of information visually; use mind-maps, graphical process flow, or any other technique that communicates in pictures as well as words. The site lists 6 methods, and provides links.
"Lectures are one-sided and often counter-productive. Information merely heard or witnessed ... is often forgotten. Teaching is not simply talking. Talking isn't enough."
No kidding. Do your customer communications just talk at people... or do they engage?
We are all learners and teachers every day of our lives. Too often we act like there's no need to pay attention to what's been learned about adult learning. And what a waste that is.