Brands whose primary goal is to build customer experience must train their employees properly to make it happen. One way to train employees thoroughly and empower them is by improving the usage of the learning management system. Here, Ali Knapp, president, Wisetail, discusses how companies can improve LMS usage among employees.
toolbox.com, February 2, 2022, Ali Knapp
The world of eCommerce is constantly changing and coming up with new ways to “wow” consumers. This maturation has opened up doors that can take simple purchases and allow brands to add value through service techniques. The best way to amplify these techniques is to utilize a learning management system (LMS) to create employee confidence and, in turn, a better customer experience.
Brands and companies tend to fall into two broad categories: purchase and usage. The core difference between the two is where the efforts are focused. Purchase places more emphasis on a product, whereas usage is about the user experience. Many modern brands have found more value when they hone in on usage rather than product, specifically, the concepts of creating demand for use, emphasizing advocacy, being conscious of reviews, and ensuring a top-notch experience at every touchpoint.
1. Creating a Demand for Use
If you do nothing else in your company, make sure you meet users where they are. For many, this means providing quality instructional content and community support. We’ve seen several companies utilize their LMS to work through the training and professional development to empower their employees.
One way we’ve seen this used is by launching an internal sales contest. Employees were asked to complete a module to qualify for the contest. The instructions included a note informing employees of key information such as type of content (ebooks, videos, etc.), an estimated completion time, and frequent reminders that they must mark as complete. With the LMS, the communications were streamlined, and the staff was satisfied with the results.
2. Place a Priority on Advocacy
Your employees should feel like they have a hand in the company. If you are treating them like customers and placing importance on their experience, you will not only retain staff but also give them a sense of ownership in the business.
Some fun ways to do this can be as simple as a scavenger hunt. Give employees instructions to track down various pieces of information in the LMS, and once it’s completed, they earn a reward. This positive reinforcement will help employees engage and become more familiar with how the system is laid out. Additionally, give them opportunities to provide feedback. Rarely will the system be perfect on the first pass. You can sprinkle survey questions throughout the scavenger hunt, so you know where to make improvements.
3. Be Aware of User Communication
You can’t control what employees say to each other, but you can create an environment that welcomes feedback. When users have implemented forums displaying user contributions and recognition messages, there has been a vast increase in logins and social engagement. Words of affirmation make employees feel valued in their space and are a breeding ground for positivity.
4. Create Positive Brand Experiences
Throughout the year, there are holidays and observances which a company can use to recognize their employees. December is a great opportunity to make your homepages and layouts more festive and engaging. Your LMS is also a great home for RSVPing to the company party and having one place with general information regarding events.
Other months, such as Pride month in June, are opportunities to encourage employee engagement, such as a banner calling on employees to wear rainbow colors on the last day of the month. Even aside from special days, you can create a sense of community by encouraging people to bring in items from where they grew up.
Overall, your LMS should be a space where employees are free to express themselves and ultimately feel more at home in the company.