"The customer is always right." For a long time, this slogan was the shorthand for good customer service and relationships. And many businesses put it at the center of their strategy for growing a loyal base of happy, repeat customers. It is more important than ever to provide quality customer care in today's competitive market. More than half of all customers find they’ve gotten nothing from their customer service interactions. Consumers are more likely to take their business elsewhere if they don't receive the level of customer service they expect. The numbers are telling, as 40% of customers in 2020 stopped doing business with a company because of poor customer service. While offering a top-notch product or service may be enough to inspire an initial purchase, quality alone is not what keeps a customer buying from a brand for life. Brand loyalty is, and it’s at the core of quality customer relationships, which is in partnership with customer service. For the purpose of this article, we are combining customer service and customer relationships and calling it "Customer Care".

Why should you invest in online employee training? That’s the question on every leader’s mind. Well, 61% of adults in the U.S. seek career development opportunities when considering job opportunities, so it can help with hiring and retention. Also, 89% of employees want training available anywhere and anytime they need to do their job, so it’s what employees want. From upskilling to reskilling to building an attractive and engaging culture, training has the potential to be a catalyst for change for organizations. This ebook can provide HR & L&D professionals with:  More statistics in favor of investing in employee training  Tips on how to bring leadership into the fold and buy into the idea of training  Strategies to make sure your training program is successful and shows ROI

The workplace in 2022 is at a turning point. Employee burnout is at an all-time high; employees are switching jobs (and even careers); and employees are seeking work cultures that promote flexibility and well-being. As a result, business managers are trying to improve employee satisfaction among the people they manage through new initiatives that improve retention, like offering new workplace learning opportunities to employees. Qstream fielded a survey of 534 U.S. business managers across organizations in the financial services, technology, healthcare, manufacturing and life sciences industries in the United States to discover: How effective workplace learning programs are currently—and where more work must be done to make them effective and efficient How important workplace learning initiatives are to counter workforce burnout and attract and retain talent If organizations are effectively measuring the impact or effectiveness of their employee learning programs

Engaging learners is a difficult task for L&D professionals. In the corporate environment, developing a training program that everyone can participate in and follow to improve their skills is critical. Learn more about increasing learner engagement in online training courses by reading this brochure. What you will learn from this brochure: Understand the learner’s needs and skills Create personalized learning experiences Make content mobile-friendly Multi-source learning Collaborative knowledge and skill development Gamified learning

Learn how successful organisations worldwide use skills to ensure they and their people are thriving post-pandemic and how your organisation can do it too.   Download this eBook to learn: How high-performing organisations are leading with skills The employer vs employee confidence gap The current state of skills development around the world Practical tactics from leading with skills and becoming an HPO

Building the organizational culture now appears to be part of the mandate for Learning and Development (L&D) professionals, as how employees feel about working for an organization is perhaps just as valued as improving their knowledge base—particularly as the "Great Resignation" continues to roil the workforce. This white paper looks at the challenges Training Hall of Fame companies are experiencing and the strategies they are developing to design training and development programs and foster the culture that learners, managers, and senior leadership need in order to thrive, regardless of whether they work virtually, in-person, or in a hybrid environment. Having come from the pre-pandemic landscape where options typically were in-person or virtual and talent management, culture building, and L&D were separate functions, we now appear to be in the land of "and" when it comes to the role L&D is expected to play in employee training, development, and engagement.  

Are you considering working with a custom content development shop to help frame your learning strategy, create a curriculum, convert existing training, or simply give you a hand?  Working with the right vendor can deliver extraordinary results—ones that engage learners, drive behavior change and foster a culture of learning in your organization—IF you choose the right partner. Download this free eBook and learn 7 best practices that will help you build a successful partnership and deliver better learning experiences. 

Engaging and managing teams and team members spread across the nation (or even globally) is sure to present some challenges. That’s why it’s important to understand those challenges and know how to tackle them. From communication to training, there needs to be a plan in place.  In this infographic, you’ll learn: How overcommunicating is beneficial, and the best ways to do so How to best use and lay out meeting times The best ways to deliver employee trainings

Hybrid learning presents many opportunities for students and educators, alike. However, is your current web conferencing tool up to the task? Are you able to provide accessible, engaging, and personalized learning experiences for all? This ultimate guide for educators is designed to help you overcome common hybrid learning challenges and find the best platform for your organization. We’ll also explore how top-tier learning solutions stand apart from the rest and do away with traditional tools’ limitations.

How can L&D professionals optimally strategize effective learning initiatives? Stay ahead of the game - know what L&D trends to follow in 2022, and which are over and done with.  This report created by L&D expert, Chairman of the Learning and Performance Institute Donald H. Taylor, takes a deep dive into the results of this year’s Global Sentiment Survey and answers the question: "What will be hot in workplace learning in 2022?" This year’s L&D Global Sentiment Survey, the ninth, shows L&D at a turning point, as the result of two forces. One is the demands of organizations, as they emerge from the pandemic, for more training delivery, very often with unchanged or reduced resources for L&D. The other is the need to deal with the emergency measures put in place in 2020 to mitigate the immediate impact of COVID-19.Taylor's report identifies the top digital learning trends of 2022 and what they mean for the future of workplace learning. He explains how these trends differ from region to region, which "hot topics" from the 2021 are cooling down, and how the pandemic has impacted the trends we see within the L&D industry.  More about the Global Sentiment Survey:  The L&D Global Sentiment Survey takes the pulse of the L&D community world-wide, annually. The one-minute online poll asks L&D professionals internationally what they think will be hot in the following year. The question is always the same format: "What will be hot in workplace L&D in [this year]?" Participants are asked to choose what they think will be hot, not what should be hot. Each person votes for 3 of 15 options, presented in random order. There is, in addition, an ‘Other’ option. Aggregated, and examined over time, these answers provide a fascinating look at trends in what people in L&D are thinking. The survey is published each year in February. The annual L&D Global Sentiment Survey, now in its ninth year, attracts responses from thousands of respondents in over 80 countries. More about Donald H. Taylor: Donald H Taylor is a veteran in the fields of learning and development and learning technologies, with experience at every level from design and delivery to chairman of the board.  A recognized commentator and thinker in the fields of workplace learning and supporting technologies, Donald is committed to helping develop the learning and development profession. From 2010 to 2021, he chaired the Learning and Performance Institute, where he continues to head the Advisory Board and Learning Professionals Network. His work over more than 30 years in L&D ranges from training delivery to director and vice-president positions in software companies. Donald has been a company director and shareholder for three companies through start up, growth and acquisition. He now advises a number of EdTech start-ups, and works with Emerge Education, a European seed fund focused on start-ups in this field. He is a graduate of Oxford University and in 2016 was awarded an honorary doctorate by Middlesex University in recognition of his work developing the L&D profession.