Why Learning Experience Matters to Your Employees—And Your Customers

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Why Learning Experience Matters to Your Employees—And Your Customers

You know how important the customer experience is to you personally, and to your business: Research shows it's a major competitive differentiator. A good customer experience attracts loyal, repeat customers—for instance, I always buy Lucky Brand Jeans because I have never had a bad experience with them (and my jeans always fit). A bad customer experience is just bad for business and customers have less and less tolerance for it. One survey found 32 percent of customers would stop doing business with a brand they loved after just one bad experience.

Joanne Holbrook

Is Continuous Performance Management Here to Stay? Absolutely.

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Is Continuous Performance Management Here to Stay? Absolutely.

About five years ago, I worked with a client who bristled at the idea of typical annual performance reviews. What they wanted to implement was a "conversation-based" performance review process. The process had to be employee driven; managers and employees held an ongoing, continuous dialogue about the employee’s performance throughout the year. At any point throughout the year, the employee’s colleagues or customers could also contribute performance input but the most important objective was that they didn’t want a performance rating. No rating. None. At all. And certainly not a numeric rating.

A Word of Advice from a Learning Strategist: "Regularly Assess Your Technology"

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A Word of Advice from a Learning Strategist: "Regularly Assess Your Technology"

At a recent Cornerstone Converge event, I had the pleasure of meeting many different types of clients; some who are new to Cornerstone, and many who have been live with the system for several years. To prepare for the event, I thought back to what I heard from folks at other events over the past several years. Not surprisingly, I found that while each client brings a unique perspective and experience with Cornerstone, virtually all of them face the same types of challenges. These key challenges include:

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