Business Impact of Learning: What is Customer Experience Worth to You?

For years, I’ve said that connecting employee learning with business impact doesn’t have to be a mind-bending challenge. In response, training professionals often ask me to illustrate what I mean. The following story from my personal life is a good example.

Recently while traveling in Santa Barbara, California, we visited two high-end wineries with friends. In both cases, employee learning directly influenced our customer experience. In both cases, learning also affected business outcomes, but not in the same way. Let me explain.

Wineries depend heavily on customer discretionary income. In other words, on any given day, visitors are free to choose whether they will visit a specific winery and whether they’ll purchase wine from that source.

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