Last week, we had our annual Strategy Day. It was supposed to be face-to-face but the Omicron variant and changes in travel advice meant that we decided to hold it virtually again.
Luckily, the activities I’d planned could easily be adapted, using Jamboard and other tools, and I have to say, I think this was one of our most constructive and powerful reviews ever. That’s because, perhaps more than ever before, it was driven by our customers.
As Trainers’ Library members will know, a few weeks ago I emailed them all and asked them a few questions about Trainers’ Library.
The response was phenomenal, and that customer feedback was used to launch our strategy day with a quiz based on the TV favourite, Family Fortunes. (By the way, a huge shout out to one customer, Andrew Kitton, who, when I said what I was doing, sent me a version of the game he’d created, which was a great source of inspiration, especially when it came to sound effects!)
Before I reveal the answers, I’m pleased to be able to let you know that the template and trainer’s notes for this activity, which can be run remotely or in a face-to-face setting, is now available in Trainers’ Library. And, as it’s Christmas, any other readers who make it this far and would like a copy, can get one simply by emailing me at [email protected] before 24th December.
Even if I say so myself, this was a brilliant and fun way to share customer feedback, but it could also be used, for example, to test product knowledge, or in the lead up to Christmas, perhaps to remind teams of their successes and achievements in 2021.
For us, it was an opportunity to review how in tune we are with our customer’s feelings, to gain valuable insights into the customer experience, and capture new ideas. It also provided an opportunity to celebrate our strengths and take real pride in what we’ve achieved – a lot of customers supported their responses with wonderful feedback that I was able to share with the team.
So, what did our customers say?
In the first question, ‘What’s the best thing about Trainers’ Library’, the top answers were the user-friendly materials and website, the sheer volume of materials available to members, the time savings Trainers’ Library provides and the quality and creativity of the materials.
In the second question, “What’s another thing you love?” the top answer by a massive margin was our first-class customer service - but there was also a lot of love for the sense of community Trainers’ Library membership brings, with tools like Talk and Share and our Discovery Days.
We also asked customers what they’d change and what ideas they’d like to share. The top answers here (again by a huge margin) were ‘Nothing!’ or ‘No Idea’.
That was great for our collective ego, and it would have been easy to ignore the few other responses. But it’s those other responses that have most helped shape our plans for 2022. Interestingly, we had a few respondents requesting functionality that’s already available; the ability to review training activities and share experiences of using them, for example.
So, without revealing all of our secrets and plans for next year, I can tell you that Trainers’ Library will be getting a refresh in 2022. As part of this we’ll be improving signposting so that it’s easier to find, for example, our community tools, materials best suited to senior leaders and teams, and where to add or read reviews.
Of course, there’ll be lots more, including some brand new features, but you’ll have to wait and see what those are!
For now, I just want to say a massive thank you to our incredible, loyal and supportive customers and to anyone else reading this I’d say, never underestimate the power your customers have to help you develop your business and make it better. Picking up on the customer feedback below, they really are a part of your team, and one that is often under-valued and under-utilised.
So, finally, let me share a tiny part of the lovely feedback from customers, with huge thanks to them, and to my team who have earnt this through their commitment and passion:
“The best thing about Trainers’ Library is that is exists, with all the wonderful and inspirational resources to explore.”
“Nothing is too much trouble, and the speed of response is second to none.”
“I feel like part of the team, and you are part of mine - I could not have kept sharp and focussed for 25 years without you.”
What a lovely way to round off (nearly) another successful year.