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
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
3. Educating Customers How can you help your customers achieve their goals? 01
4. Your product is not easy to use Hey - don’t shoot the messenger...
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
6. Learning objectives 1. Identify the thing you want people to learn 2. Identify the level of knowledge you want See: Bloom’s Taxonomy
7. Image courtesy University of Florida: Center for Instructional Technology & Training | citt.ufl.edu
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
9. Building content Training content should be: • Accessible • Localised • Practical • Asynchronous • Synchronous
10. Social Learning How can you learn together? 02
11. Social learning spaces Caring to make a difference Paying attention Engaging uncertainty
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
13. Organising social learning • Use your existing platforms • Make the purpose of each event clear • Employ different formats • Link events to your training content
14. Community Collaboration Who can you work alongside? 03
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
16. Further reading
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