Practice makes perfect – it’s likely a familiar term. You have probably also heard that it takes 21 days to form a new habit or 10,000 hours to master a craft. Humans are wired for repetition and sequences that allow our mind to run on auto-pilot or our body to function off of muscle memory.
Task-based training is an attempt to take advantage of our teams’ or customers’ abilities to create and execute automatic routines, and it has serious implications on how Customer Journey Managers create plans and strategies that lead to customer success.
What is task-based training?
Task-based training is a training or teaching strategy that introduces small pieces of an activity or idea so learners can create a new routine one small step at a time. Some learners or trainees may seldom or never use certain parts of a solution. Instead of overwhelming them with irrelevant information, task-based training introduces basic concepts one at a time and allows the concept to settle in before adding more complexity to the process. Consider learning a new language as an example. Typically, language-learners are first introduced to colors, numbers, and other basic vocabulary before they are launched into conjugating verbs and using the appropriate pronouns or prepositions.
“Think of training as an investment that you’ll get back in retention and expansion dollars this year.”
What will this look like in Customer Journey Management at CardTapp?
Like all good strategies, task-based training at CardTapp starts with a research phase. Our service offers a number of valuable features, but the training approach varies by customer based on their needs. Much like how wide receivers spend practice time running routes and catching footballs while quarterbacks work on footwork and throwing, we have found that training is most effective when tailored to an individual’s existing sales strategy and portfolio focus. Not only does this streamline the training program, but it also gives the customer valuable information that they can immediately implement and practice. For example, our co-branding feature is valuable for a Loan Officer who works closely with realtors. Similarly, a Loan Officer who focuses on first-time homebuyers could better utilize our EasyText keyword feature to use at trade shows, panel discussions, or first-time homebuyer presentations. A lender who works almost exclusively off of referrals needs to understand the referral aspect of the service and might not need detailed training on any of the other capabilities like bulk text messaging.
How Does this Affect Existing CardTapp Customers?
CardTapp is launching a series of task-based learning opportunities to help current customers maximize their CardTapp service and better leverage the service to build a thriving business that brings in revenue and provides next-level customer service. The series will focus on presenting the best practices that some of our most successful customers use to generate leads, increase referrals, and quickly resolve client requests. Each session will include one or two items that can immediately be put into action.
How Can You Get Started with Task-Based Training in Your Organization?
The first step is breaking down your existing product or service. Outline the different use cases or features of your solution and prioritize those features. Remember that the priorities likely look different for different customer segments. If this becomes a sticking point, reach out to current customers to talk about their experience with the project. You will find that common trends emerge. Once those priorities are in place, review existing training and customer onboarding material to create personalized journeys based on how new customers plan to use the product. Be sure to consider a way to assign new customers to existing customer segments.
Categorizing new customers will help create an effective onboarding and can lead to improved customer success.