The importance of training your customers post image

Gone are the days when a basic marketing programme was all that was needed to keep your business ahead of the pack, because these days, this sphere is bigger and more important to your business objectives than ever before. Industries that clearly illustrate the need for going beyond traditional marketing manoeuvres – and dipping into the arena of consumer education – include banking, financial services, technology and healthcare.

The benefits of in-depth customer training in banking are far-reaching. From tackling issues such as debt management and best practices for SMEs – in essence added value for customers – to basic financial literacy, banks need to be at the forefront of these developments and communicate it clearly to its clients in order to be successful. Similarly, businesses offering financial services such as insurance can significantly improve their offering (and their customers’ loyalty) by providing customer training on how to follow proper claims procedures. Read more…

The benefits of health and safety training post image

If there’s one thing all businesses have in common, it’s the need for a clear and well-planned health and safety programme – and these days, the stakes are higher than ever before. One of the best ways to ensure that your programme is in tip-top shape is to provide all your employees with crystal clear instructions, information and training in this regard.

It all starts with awareness, and arming your staff members with the information they need to help ensure a safer workplace for all. Sadly, many companies skimp on this kind of training, leaving themselves and their employees vulnerable to accidents and fatalities. Read more…

The importance of internal brand engagement, and how to improve it post image

In essence, brand engagement involves the process of forming an attachment (emotional and rational) between a person and a brand, and it’s a crucial element in brand management.

Every business has to focus on both external and internal brand engagement, with the latter being one of the most important building blocks of a successful brand. It’s crucial to have all employees, stakeholders, franchise staff, call centre operatives, suppliers and intermediaries on board. Read more…

A quick guide to mapping customer touchpoints post image

Increasingly we are asked to help our clients with what is generally called touchpoint mapping.

This is largely due to the visual nature of our work.  Infographics, information graphics or what we call learning maps totally lend themselves to mapping business content.  Our approach to this tends to be rather straightforward.  On the one hand, there is an encoding job to be done.  This means literally analysing a range of touchpoints involved in a particular experience – be it a customer touchpoint experience, a set of safety related touchpoints or even compliance touch points … by way of example. Read more…

Periodic Table of Storytelling :: Storytelling and Learning post image

Storytelling and learning has been on our minds recently.  In the past month we have taken a brief and delivered a story orientated learning solution for a large leading technology multi national.

Storytelling in learning was also a well attended and stimulating topic of presentation and discussion at the recent Learning & Development Community of Practice session held at the Development Bank of South Africa.  This reminded me to go hunting for the periodic table of storytelling, an infographic that I remember seeing some months back.  Google didn’t disappoint. Read more…