siliconindia | | JUNE 20204 The Greatest Asset to a Business When someone said, `employees are your greatest asset, what they actually meant is that a business is more or less declining if the employees in that organization are not growing with the business. Learning & Development has played a crucial role in appending to the bottom line of any business. Several reports and market researchers have suggested the same. Learning & Development (L&D) has evolved over time. In its nascent stage, programs were designed using a standard approach. This approach emphasizes on topics and content, evidence of which can be witnessed in the academic arena. This approach assumes that all learners would be able to learn topics using standard instruction methodology, which was predominantly teacher-led. L&D also plays a crucial role in customer satisfaction. To understand this, you may want to answer this; Why does a customer get in contact with a company? Often, all of the information they need is available on community boards or amazing knowledge bases that support teams create. Customers look at company employees as experts in their fields with the ability to deliver information through dialogue. When a customer takes the time out of their day to wait on-hold or schedules a session to speak with someone, then it is critical that employees are knowledgeable enough around their company's products to have a fruitful conversation. It's ok to say, `I don't have the answer, but I'll get back to you.' However, it's far better to be able to communicate an in-depth understanding with answers customers appreciate. Empowering every employee to handle customer conversations effectively, has a remarkable impact on customer satisfaction. In fact, there is a 16% increase in customer satisfaction with companies that are utilizing learning technology. As G.I. Joe used to say, `Knowing is half the battle.' Once you understand what is learning and development and the importance of it within an organization, you can start to take even small steps to boost its role in your organization. Even if you are running a small company, training has its place. employees are already working for you. They are an incredible asset for your company that helps you deliver real value to your customers. They want to stay and do an even better job, so invest in helping them, and in turn, let them help you.Do let us know what you think.Emmanuel Christi DasSpecial Editoreditor@siliconindia.comEditorial Vol 08 · Issue 11 - 1 · June, 2020 Publisher Alok Chaturvedi Managing Editor Anamika Sahu Special Editor Emmanuel Christi Das Editorial Team Ananth.V Saroop K P Rajan Sarma Srrayvinya OLM Shiwani Prakash Sujith Vasudevan Vaishnavi Pradeep VP - Sales & Marketing Virupakshi Pattar Advertising Managers Editorial queries editor@siliconindia.com To subscribe Visit www.siliconindia.com/subscribe/ or send email to subscription@siliconindia.com Cover price is Rs.150 per issue. Printed and Published By Alok Chaturvedi on behalf of SiliconMedia Technologies Pvt Ltd and Printed at Precision Fototype Services at Sri Sabari Shopping Complex, 24 Residency Road Bangalore-560025 and Published At No. 124, 2nd Floor, Surya Chambers, Old Airport Road, Murugeshpalya, Bangalore-560017. Editor Alok ChaturvediCopyright © 2020 SiliconMedia Technologies Pvt Ltd, All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher.advertise@siliconindia.comVisualisers S Sivasankar Manjunath Group Art DirectorAshok KumarNoida Ashu Sethi Garima AnandCirculation Manager Magendran Perumal Anupreethi Danila Nagendra Kumar Shashi Ranjan Ameet Kumar SahooCONSULTANTS
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