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A Data-Driven Approach to Customer Education That You Can Actually Take

Posted by Bill Cushard on Dec 18, 2017 5:43:08 PM

Being data-driven and running analytics and data science and predictive modeling and machine learning and setting up a data lake and hadoop and pig and hive and... You know what? Come to think of it. All of that just makes me want to take a nap. Of course we all need to be more data-driven in our approach to running a strategic customer education operation, but analytics is intimidating. Especially for those of us who did not double major in statistics and computer science. 

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Topics: Analytics, Customer Education, Measure Training Effectiveness, Training Effectiveness

Make Your Customer Training Surveys Customer-Focused

Posted by Julia Borgini on Jul 21, 2017 6:00:00 AM

Training surveys are one of THE most used tools in the customer education manager's toolbox. Surveys can impact everything from course design to facilitator hirings. The problem with most surveys is that they're not used properly. They're too long, go un-answered, don't provide actionable data, or just pile up in someone's desks, never to be used.  

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Topics: Training Effectiveness, Training Evaluation, Training Needs Analysis, TNA

Improving the Factors That Impact Good Training Experiences

Posted by Julia Borgini on Jul 17, 2017 6:00:00 AM

Earlier this week I was talking to a former colleague who's a director in a technology organization, and she recently attended a two-day training session. When I asked her how it went, she told me it was a good course, lots of good information, but she didn't like that it was only open to other managers from her organization. She would have preferred the course have attendees from other organizations so she could hear about their experiences too.

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Topics: Customer Education, NPS, Survey, Assessments, Training Effectiveness, Feedback

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