Invigorate Your Customer Experience Through Social Learning

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1.Customer Experience Invigorate Your CustomerExperience Through Social LearningFeatured WebinarPresented by Mzinga & KnowlagentAugust 2011 2. IntroductionsMike MerrimanDirector of Strategic Services MzingaJohn WolfChief Operating OfficerKnowlagent 3. Wed love your participationSession Follow-UpBeing social is about interacting & engaging each other & sharing ideas so the best way to understand it, is to just do it! 4. Dont feel limited: Join in the chat & feel free to tweet about our discussion.(#mzinga) 5. We also know some of you will prefer to listen; thats cool tooAfter the event, the following materials will be made available to all of you: Presentation slides 6. Webinar recording 7. Chat transcript3 8. Todays Agenda 9. Today's workplace is diverse, distributed and full of context shifts. Companies with existing investments in learning will look to squeeze even more value from this expenditure.More techniques and technologies will emerge that incorporate social software, and the lines between learning, talent management and human capital management systems will continue to blur.Source:Gartner 10. Forces Changing Learning DynamicsBusinessDrivers for Social LearningSource:Constellation Research 11. Employees Arent As Engaged As You Think2011, Blessing White, Inc. 12. Measuring Employee Engagement2011, Blessing White, Inc. 13. What is Social Learning?Process Attributes that Foster LearningDemocratic StructureOpen CommunicationDiverse ParticipationVarious Knowledge SourcesBrainstormingOrganizational Alignment 14. Productivity Gains 15. Improved Satisfaction & Retention 16. Increased innovationCommonPurposethat enablesDeliberationSocial LearningCollaborative RelationshipsGenerates Knowledge AboutFacts, Values, Teamwork, Problem solving, OpportunitiesSource:Schusler 17. Continuous Learning Model Provides GreaterRetention 18. Linking Learning with Social delivers resultsEnhanced efficienciesImproved ProductivityIncreased CompetencyIn workplaces with combined formal & social learning, employeesCan gain direct access to information they typically spend 12hours per week gatheringPerform tasks 41% faster than with formal learning alone Complete tasks 30% more accurately than with formal learning aloneSource: US Department of Labor 19. Where Social Learning ThrivesPartnerExperienceEmployee ExperienceCustomer ExperiencePartner on-boarding 20. Ongoing partner education 21. Ongoing partner engagement 22. Developer & partner networks 23. Peer support 24. New client acquisition 25. Customer on-boarding 26. Ongoing customer education 27. Ongoing customer engagement 28. Customer networking 29. Peer support 30. Social recruiting & on-boarding 31. Engagement & collaboration 32. Mentoring 33. Talent & leadership development


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