Customer First (C1) Training

The Problem

It’s easy for businesses to talk about putting the customer first, and it’s even more comforting to think that everyone in the organization puts the customer first in their day-to-day work. The attitude has always been that happier customers lead to better business outcomes and, in turn, happier employees. It sounds like the right thing to do, but being the customer first or C1 isn’t that easy to achieve.

C1 thinking is tied closely to the customer, their experiences, emotions, and purposes. This organization needed to move to a model that champions what the customer does with their products, the experiences they have along the customer journey, and how they feel that drive the employees of a C1 organization. This training was developed to address the company’s desire to move to a C1 model. A basic understanding of this model was needed.

The Solution

This initial training was developed to inform employees about the C1 model. The main focus was to educate people about C1 and the customer journey. The training was divided into four modules, with reflection questions at the end of each model. These reflection questions were compiled and analyzed for themes across the organization. These themes were then used to develop activities and goals for each department within the organization to be implemented within the next two quarters.

The Learning Experience Design

The first step in the process was a committee convened to research the C1 model and the best way to deliver the content. Once the content was developed, Maria Marchione presented a slide deck to the design team. I took the slide deck and developed several mockups for a new look and feel for internal training at the company. Once the design was approved, a new slide deck and design system were created. This was in keeping with the company branding for the new website design. Using Storyline, interactive modules were developed to provide clickable, interactive content that delivered straightforward, accessible content.

One item to note was the review and revision process completed in three rounds. The first round was a thorough review of the deck design and storyboard. From there, new icons were designed for the buttons and triggers used throughout the course modules. Lastly, the final draft was extensively tested to ensure that all triggers, buttons, and layers worked adequately. Once the team and leadership signed off on the project, it was uploaded into the LMS, and seats were assigned to all employees.

Final Reflection

This project was a success. Over 1300 employees across all divisions and organizations within the company completed the training. The CEO recognized this training for its content and course delivery.