Just having a great product is not enough. Many people forget that exceptional customer support is one of the most important parts of an organization’s ongoing success. Why? It’s most often the only contact a customer has with your company. Receiving the help they need (while interacting with awesome people) encourages customers to stick around. Further, it reinforces the lifetime value of your products and increases customer loyalty. Why does it matter? We’ve had continuous, award-winning growth over the past 10 years. That’s because we love to delight our customers with excellent products and exceptional support. We hold ourselves accountable with a running tab of how our customers rate our support for SCORM Cloud and SCORM Engine. All 2517 tickets that have been opened this year are followed up with a satisfaction survey that is posted around the office and on the website. That’s why we get really excited when the Delight-o-Meter has 100 smiling Jenas in a row: What qualifies as exceptional? We looked at the global benchmark analytics from Zendesk, the help desk tool we use. The average global satisfaction rate for all Zendesk users is 83 percent. But, average is not exceptional, so we try to shoot higher. Here’s a quick look at where we stack up next to the industries in which we operate:So how do we keep our numbers close to 100 percent? 1. Giving the right help: We shoot to give customers the best answer, not just the fastest one. And when we can’t help them, at the very least, we provide a path forward. 2. Being real: "We’re two dudes in an office. You can call us on the phone, you can see our photos on the website—you can find us. We’re accessible and we want to help. People often call us and are surprised: ‘Oh, there really is a Joe?’" -Ryan Donnelly, half of the Donnelly Support Team It’s okay to want people to like you A previous boss used to tell me "people don’t have to like you, as long as they respect you." Good advice. But wouldn’t you rather have customers who respect AND like your company? A delighted customer is a heck of a lot easier to work with than one who hates your guts. So why not shoot for both? Continue to celebrate in the delight of your customers—it pays off. This is a repost from the Rustici Software Blog. The post Measure your success by the delight of your customers appeared first on SCORM - .

A few months ago, we sent out a survey to ask customers to tell us more about how they use SCORM Cloud and what other features they’d like to see. One request we heard from the survey and other conversations with Cloud customers is the ability to set an expiration date for an Invitation or a Dispatch. Well, the wait is over! We just updated SCORM Cloud so now you can set up expiration dates for any invites or dispatches. Why is this so cool? Using invitations to connect users to your courses from a link or email? Now you can set up how long they can access that course, which helps you control your costs and enforce due dates. When you create your invitations, simply add an expiration date. And if you already have invitations created, you can now add expiration dates to those existing invites. If you’re using Dispatch, you care about controlling access to your content, which might mean how many people can take your course or how long they have access to that course. Now you can set that up on the front end when creating a Dispatch so access is automatically disabled on a specific date. You can even go back to Dispatches you’ve already created and set that expiration date. No more managing this manually! Click here to get step by step instructions to get started. Still have questions? Just drop us a line and we’ll help you out. The post SCORM Cloud Feature Update - Expiration Dates Now Available! appeared first on SCORM - .

The Learning Management System (LMS) has long been synonymous with companies and training teams searching to simplify the communication and delivery of learning across an organisation. Moving forward, that won’t change, though the sophistication and functionality of these training management systems constantly evolves.

It’s not difficult, it’s just simple maths.  To increase profits you need to increase the number of delegates per course and reduce the variable costs.  There are numerous ways to market your training courses to increase delegate numbers, but how often do you take a closer look at your course resources?  On Thursday 24th July we will be holding a 30 minute webinar to do just that.  Join us:-

Last Thursday, 10th July we held a knowledge share forum at the Resource Centre in central London.  Over 30 individuals attended this customer event including three potential clients interested in finding out more about how our training management system could support their businesses moving forward. 

With a minimum cost of £9,000 per year for student to attend university full time, the debate remains healthy on the merits of vocational qualification v’s university education.  Although slightly out of date, I think this infographic from the AAT (Association of Accounting Technicians) is food for thought University Education - is it the best route into employment?

Effective customer service should be a must for all trainers and course providers, and getting it right could be easier than you think.  Training management software has the functionality to support any business with a keen eye on customer service.  We’ve all done it; you call up to register on a course and can’t get through....  You try few times, then decide to try later.  The question is do you, or do you find an alternative?

The mutual benefits of training employees and up-skilling have been well documented. Retention rates rise, motivation is bolstered and productivity heads in the exactly the same direction. Today the question is this: what role is technology and in particular LMS playing in simplifying learning and development, and perhaps more importantly, what should this look like?

OK, so sometimes it might be hard to take, but we all know the truth: If you want to improve at something and be sure that you are performing at your very best, you need to accept some good old-fashioned honest feedback once in a while.

Localised businesses are very rapidly becoming a thing of the past as companies take full advantage of progress in communications and infrastructure to enter new markets and create new opportunities. Whilst these opportunities are seen as positive by many, globalisation does have a sting in its tail creating new challenges for business leaders. How can you stay ahead of the game?