92% of the time, if a Lessonly-powered company assigns just one lesson each month, they see tremendous productivity results and they renew their Lessonly subscription.
The remaining 8%—the non-renewers who do not create more than one new lesson each month—are a puzzle that I keep trying to solve. This week, I worked with one of our client experience managers to get in touch with one of those 8% clients. An administrator (we’ll call him Larry) sent us an email:
“Come October, we’re planning on changing systems. We’d like to see more interactivity in Lessonly.”
As we always do, we wanted to get Larry on the phone so that we could hear more about his goals and feedback. Every client helps us move our product forward, so we don’t take these requests lightly.
After a couple of attempts, we hadn’t gotten in touch with Larry, so I told the team I would try a different route: I called the customer support line of this particular client, hoping to get connected to Larry. A gentleman named Cody answered, and some great things started to happen.
Here’s how the conversation went:
Me: Hey, this is Conner. I’m wondering if you could connect me to Larry?
Cody: You bet! Who are you with?
Cody: Wow, did you say Lessonly?! Are you serious? Man, I know Lessonly! I’m in the support group. We take Lessonlys all the time! [Cody referred to Lessonly lessons as Lessonlys.]
Me: That’s awesome, Cody. What do you think of Lessonly?
Cody: Oh, man! It’s on point. I can read, study, and answer quiz questions. I think it’s great. I go back and revisit my Lessonlys all the time!
Me: That’s great, Cody! How can we serve you better?
Cody: You know, I just wish there were more Lessonlys coming out. It’s just such useful stuff. I could really use a lesson on taxation. That stuff gets complicated.
Me: That makes sense. Do you mind if I mention this to Larry?
Cody: Not at all, Conner. So, what’s your role at Lessonly? Are you a developer?
Me: No, actually I’m the COO. I make sure clients like you are happy.
Cody: OH, MAN, I’m talking to the big dogs! I’m wasting an opportunity here. I know there’s other things I’m not thinking of.
Me: (laughing) You are helping a lot. Tell me, when you think of new lesson ideas, who do you tell?
Cody: Oh, well, I tell my supervisor or team lead. They hold the keys. You know, if there was a link in my Lessonly where I could give feedback, that’d be great.
Me: That is great insight. How do you do that now?
Cody: Well, we have a Google Doc where we put all of our questions, and then we talk about them each week at our weekly meeting. It’s the thing everyone is struggling with. I’d really like it if I could give feedback on the new Lessonlys coming out.
Me: Cody, thanks so much for your time. I’ll tell Larry you’re really good at your job.
Cody: Oh, man, that’s some big points! Thanks for calling.
This conversation with Cody offers a great example of what’s wrong with the corporate learning status quo. Too often, there’s a disconnect between the technological desires of L&D (interactivity) and the actual needs of the learner (more helpful learning content). Cody just wants access to more company knowledge, but L&D is on a different page, trying to solve a problem that, for him, doesn’t exist.
If the learners are feeling more confident and achieving more, the learning program is working. Technology is a means, not an end. And the learner experience trumps all.