In a recent webinar titled “The Learner is Always Right: Improving the Customer Experience with Microlearning,” two learning leaders – Dr. Jill Stefaniak (CLO, Litmos) and John Leh (CEO, Talented Learning) – discussed how microlearning is revolutionizing customer experience (CX).
This engaging and insightful session explored the advantages of microlearning, common customer problems addressed by microlearning, and best practices for integrating microlearning into a CX roadmap.
Interested in watching the webinar? View the recording here.
Why Microlearning works
Dr. Stefaniak and Leh opened the webinar with a stunning microlearning statistic:
Learners who have received pace reinforcement lessons were reported to recall information 150% better after six months, compared to traditional training methods.
Microlearning breaks a given topic into small, digestible chunks of content, with each microlearning module generally lasting no longer than 5 minutes. The accessibility of this format is what can make it so effective for training customers on the latest product updates and helping busy customer support representatives get up to speed quickly.
Can microlearning improve CX?
Illustrating the impact that microlearning can have on customer experience, Leh used the example of software training to compare traditional training and microlearning . Getting certified upfront before using the software, he argued, may not be as effective if you need targeted instruction for new product features in the moment. Microlearning modules can provide customers with just-in-time support – instruction the moment it’s needed.
Microlearning is especially effective for reinforcing core concepts or disseminating new pieces of information. It can be used on its own, or as a complement to other forms of instruction. Building on Leh’s software company example, Dr. Stefaniak explained how microlearning can be used to drive customer adoption:
“Microlearnings are fantastic when we’re making subtle updates to software or products, [when] we want to make sure that our customers are aware of any changes or new features that may be available to them.”
Leh and Dr. Stefaniak also delved into the potential for personalization that microlearning offers. They explained how AI is driving personalized learning, and could be crucial in addressing unique customer challenges and customer support training needs.
“The technology is there to make [microlearning] super adaptive,” explained Leh. “So if you have 30,000 people going through the same course, theoretically you can have 30,000 different versions of that microlearning program based on those roles over time.”
Microlearning best practices
Microlearning looks different, depending on what you’re learning objective is, and who you’re trying to reach.
During their discussion, Dr. Stefaniak and Leh outlined a non-exhaustive list of microlearning formats: short video clips, infographics, podcasts, interactive simulations, and eLearning modules.
When discussing best practices for microlearning, they stressed the importance of focusing on a single learning objective per module. While it may be tempted to pack as much as possible into a microlearning module, Leh and Dr. Stefaniak advise against it. Including too much information in a microlearning module can cause cognitive overload, and lead to overwhelmed and unengaged learners. To that end, the presenters agreed that microlearning isn’t always the right choice; more complex topics may require traditional or long-form instructional formats.
Aligning microlearning with business goals
Solving business problems and enhancing business impact with microlearning was also a major topic of discussion during the webinar, especially as a means of getting leadership buy-in for weaving microlearning into CX roadmaps.
Solving a real business problem with microlearning can lead to measurable wins that learning professionals can bring to their leadership to prove the ROI of training and justify expansion. Dr. Stefaniak argued that saving customer time and improving customer competence are two tangible business benefits of microlearning:
“We can minimize the amount of time people are struggling with completing the task. And microlearning can help within a relatively few short minutes. That’s where your administration’s ears should perk up and they should be paying attention.”
Anyone looking to integrate microlearning into their CX roadmap should consider the best practices above and should also prioritize the accessibility of their microlearning content. This means making sure that microlearning content is consistently available and easily discoverable. Investing in an LMS for customer training can ensure that your organization’s customer-focused microlearning is consistently branded, easy to find, and seamlessly accessed by customers and employees via single-sign-on (SSO) and API integrations.
Ready to learn more about how microlearning can boost customer satisfaction? Watch a recording of “The Learner is Always Right.”