Empowering Customers Through Social Learning

This was presented to the On Deck Community Builders fellowship.

Customer success can be inspired by many things, but there is little that is more empowering than taking control of your own learning. When someone is empowered to learn new skills on their own, they can take things so much further than ever before. But what if we took that a step further? What if we gave customers the ability to create their own learning experiences and even educate others in the community? This kind of social learning is not only educational, it equips your customers to learn even more while growing your community in tangible and practical ways. Let's dive into what social learning looks like and how you can use it to push your customers to greater success.

Transcript

1. Empowering
   Customers
   through
   Social
   Learning
   

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2. Where we’re going...
   Educating Customers
   How can you help your customers achieve their goals?
   01
   Social Learning
   How can you learn together?
   02
   Community Collaboration
   Who can you work alongside?
   03
   

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3. Educating
   Customers
   How can you help your
   customers achieve their goals?
   01
   

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4. Your product is
   not easy to use
   Hey - don’t shoot the messenger...
   

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5. So what can you do about it?
   Don’t make
   assumptions
   Figure out the
   problems
   Build training
   content
   Establish learning
   objectives
   01 02
   04 03
   

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6. Learning objectives
   1. Identify the thing you want people to
   learn
   2. Identify the level of knowledge you want
   See: Bloom’s Taxonomy
   

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7. Image courtesy University of Florida: Center for Instructional Technology & Training | citt.ufl.edu
   

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8. Learning objectives
   1. Identify the thing you want people to
   learn
   2. Identify the level of knowledge you want
   See: Bloom’s Taxonomy
   3. Select an observable verb to describe
   the behaviour you want
   4. Add criteria to indicate how the outcome
   will be observable
   

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9. Building content
   Training content should be:
   ● Accessible
   ● Localised
   ● Practical
   ● Asynchronous
   ● Synchronous
   

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10. Social
    Learning
    How can you learn together?
    02
    

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11. Social learning spaces
    Caring to make
    a difference
    Paying
    attention
    Engaging
    uncertainty
    

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12. Engaging uncertainty
    Creates urgency
    You need to learn what you don’t
    already know
    Prevents bias
    Admitting uncertainty means
    avoiding bias and assumption
    Applies to everyone
    Every participant, including the
    facilitator, must engage uncertainty
    

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13. Organising social learning
    ● Use your existing platforms
    ● Make the purpose of each
    event clear
    ● Employ different formats
    ● Link events to your training
    content
    

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14. Community
    Collaboration
    Who can you work alongside?
    03
    

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15. Fostering collaboration
    Document processes
    Show people how they can get
    involved
    Structure contributions
    Build a contribution ladder and
    provide a path to climb it
    Reward contributors
    Acknowledge and incentivise
    contributions
    

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16. Further reading
    

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17. CREDITS: This presentation template was created by
    Slidesgo, including icons by Flaticon, infographics &
    images by Freepik and illustrations by Storyset
    THANKS
    Hugh Lashbrooke
    hugh.blog
    @hlashbrooke
    Presentation template: Slidesgo - Illustrations: Storyset - Icons: Flaticon
    

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