Good service is one of those experiences most of us recognize when we get it. Much of the time though, a good service experience is as much a result of how learnable the provider makes its business processes, the context of the service, as it is the products and services themselves. I discussed this a couple of years ago in a post on the importance of a dialogue strategy for customer experience management. A dialogue strategy builds on the assumption that companies learn more from customers when customers learn from them. More recently I noted that,
The increasing maturity and diffusion of social media over the ensuing years makes it clear that a dialogue strategy provides a coherent framework for communications, whether addressing collaboration, innovation, marketing, sales, support, or branding. The key to the process is understanding customers, attracting them, engaging them, and learning from them to improve products and services, thereby strengthening your brand…
Strategists increasingly recognize that listening to customers, engaging them in dialogue, and acting on what is learned lies at the heart of experience design’s relevance to brands, customers, and social media.
These insights are relevant to the current shift in focus for experience design, from primarily emphasizing the design of products to also emphasizing the design of services, as exemplified in Peter Merholtz’s recent series in Harvard Business online. Okay, you may ask, how does this all relate to eLearning and learnability?