In a recent conversation with Bryan Gregory, we discussed a challenge many organizations are facing right now: how to make training more effective in a fast-moving environment.
Many teams are investing in training but not seeing the level of retention, application, or long-term impact they expect. The issue is not a lack of effort. It’s that training is often too focused on delivering information and not focused enough on how adults learn, why the content matters, and how it connects to the customer experience.
If your team invests in training but struggles to see lasting impact, this is worth exploring.
Read the blog: How to Build Training That Sticks and Improves Customer Experience →
First Fridays — April 3, 12:00 PM ET
Join us for our next First Fridays session with John Vaughn, Director of Operations at Southern Trust Home Services.
John leads a multimillion-dollar service organization across plumbing, HVAC, and electrical, with a strong focus on delivering exceptional customer experiences. Throughout his career, he has held executive roles in both marketing and operations, helping organizations achieve record growth while improving customer satisfaction and net promoter scores.
He brings a practical, real-world perspective to customer experience — grounded in leadership, accountability, and a clear belief that how you serve people defines your success.
Take the Next Step
If your organization is looking to improve training, strengthen employee performance, or better connect training to the customer experience, it may be time for a more focused approach.
Schedule a strategic discussion with Bryan Gregory →
Additional Reading
Customer experience, service, and customer success are becoming more integrated — and that shift is changing how organizations approach training and performance.
The Convergence of Customer Success, Experience, and Service — Forbes
Ultimately, training should do more than transfer information. It should help people think, apply judgment, and perform at a higher level in the moments that matter. Organizations that align training with how adults learn, connect it to the customer experience, and respond quickly to emerging needs will see stronger results over time.
Lynn Daniel Founder and CEO 704.749.5018