Tech Buyers “Security” Guide

Posted by Tim Luzadder, TCC Enterprise Infrastructure Director

As the holiday season approaches many of us will be buying gadgets and electronics for friends and family. No doubt you will spend time evaluating, reviewing, and deliberating over just the right purchase to make. We enjoy watching loved ones open these gifts and are usually roped into helping set them up. We should also take a few moments to recommend what changes to make to gadgets while we are helping out. Many default settings for devices are not concerned with security and privacy. Phones love to share location data, and several apps default to uploading every picture as it’s taken.

Take a few moments to help them protect these new devices:

  • Make sure they set up password security. Over half of American smartphone users don’t
  • If the phone has one, set up a SIM card lock in the form of a PIN number. This will be needed to connect to a network if someone takes a card and tries to use in another phone
  • Make sure Anti-virus / Anti-malware tools are running on that new laptop or phone
  • After helping download apps, go into the settings and specify which ones can use the microphone, cameras, and storage
  • Determine which apps really need location data
  • Set default Bluetooth configuration to “non-discoverable” to prevent phone from being hijacked
  • If appropriate, setup a backup schedule.  There are really good, inexpensive, internet based backup options for the price a Netflix subscription.As you are helping, don’t forget to review your own devices, apps, and settings.  Many are automatically updated and sometimes introduce new security features that default to something undesirable.  Be safe this holiday season and help others stay safe with those new gadgets.

 

To learn more about TCC’s IT Managed Services please visit our website https://www.e-tcc.com/managed-services.

Success Story: TCC Partners with Jiffy Lube to Create a Nationally Recognized Web-based Leadership Training Simulation

Posted by Melissa Waters, TCC Director of Business Development, Learning Technologies

TCC created an interactive leadership simulation model for Jiffy Lube that was recognized with a Training Magazine Top 125 Award (2013 #2, 2014 #1, 2015 #2 and 2016 #1).

BACKGROUND:

Jiffy Lube provides online training for 38,000+ employees annually in its retail and franchise locations. They required engaging training for store manager trainees to allow them to practice operational decision-making and management skills through real-life critical scenarios. The web-based game developed by TCC allows managers to practice decision-making skills in a virtual environment where a poor choice will not have an adverse effect on the business.

PROVEN METHODOLOGY:

TCC’s overall development approach for learning solutions (e.g., ILT, vILT, eLearning) follows the proven Analysis, Design, Development, Implementation, and Evaluation (ADDIE) model. The ADDIE process is a theory-driven, iterative, and flexible approach for training program creation that we use to work through course production, from analysis through evaluation. Using the ADDIE model, TCC consults and collaborates with our clients through all phases of the project.

PROVEN TEAM AND PRODUCT:

TCC’s Learning Technologies team provides solutions that help companies empower their workforce with modern, strategic learning solutions. We assist organizations in the development of their learning strategy through:

• Learning Roadmaps/Blueprints

• Performance and Training Effectiveness Tracking

• LMS Selection, Consultation, and Evaluation

• Content Conversion Strategies

• Learning Business Process Alignment, Change Management, and Governance Consulting

SCOPE:

TCC collaborated with subject matter experts to develop a branching “day in the life” scenario that allows learners to practice skills and decision making in real-life scenarios (customer service, store management, etc.). This ensured the training system aligned with the business operations and sales goals.

Jiffy

We virtualized a typical Jiffy Lube store into a 3D simulated environment to provide a safe place to fail and obtain timely feedback

The project was launched on the nationwide Jiffy Lube Challenge with a leaderboard to promote friendly competition.

TECHNICAL ITEMS:

The Leadership Training Simulation features include:

• An intuitive portal, individual progress reports at login, and interactive tutorials and simulations

• Engaging curriculum to deliver a complex sequence of training events

• User interface designed to deliver the maximum training ROI

IN THE END:

The Leadership Training Simulation increased supervisor and employee engagement in learning.

The business results included:

• 38.5% increase in average revenue per store

• 448% increase in

course completions

• Training ROI increased by 204%

• $10,000,000 improvement in productivity

• $20,000,000 annual cost savings

• Ranked #1 by Training + Development Magazine

The TCC team doesn’t just talk about good service. It “walks the walk.” At TCC, we don’t just want to get the job done, we strive to take customer expectations to new heights. With a team of MVPs and maximum effort, TCC delivered what was promised and more!

To learn more about TCC’s Learning Technologies, and read the full story, please visit our website http://www.e-tcc.com/resources.

 

Business Benefits of Training an External Audience, Part 8

Posted by Ann Fuerst, Ph.D., TCC Chief Learning Strategist

This the last post in a multi-part blog series on the business benefits of training an external audience.

Customer Support and Self-Service

Providing high quality customer support is a top priority. Advancing customer or user skill is even more a priority today. Digital consumerism offers maximum control in hands of the user today. A user should be sufficiently educated or trained to solve common issues in the product. Further it is even more effective to focus on advancing the usage skills of the user. As a user advances from being a Level-1 user to a Level-3 user, the frequency of requiring customer support reduces significantly. This not only takes pressure off the support team, but also reduces support costs.

High-impact one-to-one Training Assistance

Apple offers a unique tutoring program to its customers. For $99, the company offers a one-to-one program that allows new customers an in-store tutor who helps customer in setting up their Macs. Beyond the thought of personalized training, this is an excellent marketing device for Apple. This is a unique opportunity to collaborate with the customer and create a training curriculum aligned to customer choices.

For delivering training to external audiences, a company needs to understand its audience and design a program that suits the business model. The most important things are the best ones to start with and then scale as demand increases from end users, distributors or partners.

Bringing it All Together

For many businesses, performance of channel partners and resellers directly impact business outcomes. A unified training ecosystem not only improves partner performance but also maintains a seamless interface for the customers, channel partners, and the company to engage and exchange. Companies like Microsoft and Adobe are excellent examples of how digital ecosystems are leveraged for training channel partners and engaging customers. Loyalty programs and incentive schemes are a great way of promoting partner training and thereby encouraging superior customer services.

In the end, if you learn to plan, prioritize, measure and improve the training and its delivery, the results can add a lot to the bottom line of your business. Interested in moving forward with the plan? Give us a call. We will partner with you all the way from inception to success!

To download the entire paper, please visit our website https://www.e-tcc.com/resources.

 

 

Business Benefits of Training an External Audience, Part 7

Posted by Ann Fuerst, Ph.D., TCC Chief Learning Strategist

This the next post in a multi-part blog series on the business benefits of training an external audience.

Competitive Marketing and Upselling

In a highly competitive world, it is very important to lead the way or question the very existence. External training paves a robust bidirectional communication path between customers and the organization. It helps in educating the customers about the product’s competitive advantage and retains customer loyalty. Phillips Lighting Academy is an excellent example of how the company’s lighting division uses training content and communication to keep the customer updated of its competitive edge. The Academy partners with world-leading experts to deliver up-to-date information and valuable inspiration for its customer segments.

 Get to know Your eCommerce Ecosystem

The organization should be well connected to user data and learning processes. Tools such as customer relationship management system (CRM) can be integrated into the functioning process to send updates, view progress and share promotional offers.

Audience Experience Management

Remember, engaging your customer base isn’t about moments, it’s about the lasting relationships fostered out of wowing experiences. Employees, partner, and customers have unique lifecycle experiences with the brand or organization. Imagine facing a regular slow loading issue with a newly purchased Android smartphone. With a customer-centric training organization and ecosystem, the buyer could easily find how-to guides and quick-tips to solve the issue. DIY solutions and self-service interventions can be game-changers.

 Audience Persona Mapping

The omnichannel training content ecosystem we discussed above can be aligned to deliver training as per audience behaviors, attitudes, and motivations. Push and Pull type interventions are highly instrumental in helping customer take informed decisions. Add a little craftmanship and a seasoned expertise, external training could be literally transforming customers and partners into brand advocates.

Audience Journey/ Lifecycle Management

An LMS delivers and measures the training impact. With a little additional effort, integration of a digital experience management tool could take your organization above the rest. From onboarding a customer, to customer orientation and nurturing, mapping the customer journey and delivering personalized training experiences becomes a reality. A unified platform allows the customer to be in control and consume training or content at will. Further it also provides the training organization insightful metrics of the customer choices and allows nurturing the customer through personalized communication and content.

The audience engagement journey/ lifecycle can be nurtured with multiple training campaigns.

Welcome/ Onboarding Campaigns

Brand Motivators, Leadership Exchanges, Go-to Paths, Success Stories are all examples of communication goals that can be integrated to training interventions.

Engagement Drip Campaigns

Outgoing or push communications can help stay in touch with customers preventing them from forgetting the brand. Reengagement focused content can direct customers to more interesting or prospective areas. This takes help of data-driven analytics gathered from the customer behaviors. Customer Support campaigns provide opportunity for the customers to share feedback, raise concerns, and connect to right contacts within the organization.
Training interventions in the form of eLearning courses, explainer videos, downloadable e-guides, installable reference guides, interactive job aids, and apps can act as engagement objects at different stages of the customer journey.

Here are some recommended training solutions that help in engaged customer experiences.

ext audience

 

Implementing a holistic external training organization offers a plethora of business benefits. The key lies in intelligently mapping training objectives with business goals and establishing a training ecosystem that nurtures this equation.

Additionally, Digital training is a self-service platform and as such, ease of use, adequate help and support, and clear communication and messaging on your site is a must. One bad experience can lose a customer for a lifetime. Therefore, extra caution must be taken to guarantee extraordinary results.

Consider these pointers:

  1. Select a portal/LMS that makes training external learners (and charging them for it) easy.
  2. Continuous innovation is key! Don’t let your product sit on the shelf and collect dust. As mentioned before, monotony can lead to decline in sales. Competitors will always try to surpass your service with better marketing tactics. One of the ways to stay ahead of the competition is to always keep your service fresh by modifying packaging, changing prices, or modifying the way a service is offered. Always keep the penny shining!
  3. Monitor analytics to understand and improve the learner experience. Customer happiness is directly proportional to the success of your organization. Analysis of customer data such as reviews, ratings, feedbacks in any form must be taken in to consideration while making future strategies for the product. This will assist in making wiser and beneficial changes to make certain the company value and returns do not falter.
  4. Determine how you will measure success. Each organization prefers to measure success of a product or service by certain features. Most organizations measure via the amount of profit they make at the end of a period but there are many other ways including: increase in customers, number of returning customers, shorter inventory time, if the profile is higher or lower, variety of products consumed, and so on. It’s best to use a combination of these metrics to assess the success of your program.

To download the entire paper, please visit our website https://www.e-tcc.com/resources.