#GuildChat for 7/26/19: Meeting the Needs of L&D Customers & Consumers

Our next #GuildChat takes place Friday, July 26th at 11am PT / 2pm ET. Our topic for this week’s chat is on L&Ds Customers and Consumers.

This week’s topic comes from Anthony Altieri. He proposed we explore the competing priorities of L&D professionals in organizations who have customers (stakeholders, leaders, people with a vested interest in the time and money spent on learning), and consumers (those that look to L&D to improve their understanding and skills in the workplace). Each has a unique need and often they can be very different from each others’ leaving L&D to make uncomfortable decisions regarding workplace learning strategy and approaches.

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Join us this Friday and bring your own stories and experiences as well as tips for L&D professionals on how to navigate the wants and needs of all those you serve.

 

Prospective questions:

Q1 How do you differentiate a customer from a consumer? #GuildChat
Q2 How do the goals of customers and your consumers typically differ? #GuildChat
Q3 Is the “customer always right” if the consumer isn’t happy? Explain #GuildChat
Q4 Is the consumer ever right if the customer isn’t happy? Explain #GuildChat
Q5 How do you resolve issues where the customer and consumer desires are far apart? #GuildChat
Q6 How can you find out about the needs of your consumer if you aren’t connected to them? #GuildChat
Q7 What methods do you use to dig deeper on what the real needs of your customers and consumers are? #Guildchat
Q8 When a customer learns that the solution you created (that they questioned) actually worked, how do you explain “I told you so” without saying something like “I told you so”? #GuildChat
Q9 How about the reverse situation: your customer pushed for an idea that to you looked weak and half-baked… but it actually worked! How do you navigate THAT? #GuildChat

 

Missed this GuildChat? Don’t worry – you can still read through what happened on our Wakelet transcript of the chat!

 

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