The LMS Buyer’s Journey: How Customer Experience Applies In Every Stage Of The Cycle

The LMS Buyer’s Journey: How Customer Experience Applies In Every Stage Of The Cycle
Summary: Is your LMS vendor ready and willing to take care of their customers every step of the way? In this article, I’ll explore how CX applies at every stage of the LMS buyer’s journey.

6 Ways Customer Experience Applies In Every Stage Of The LMS Buyer’s Journey

Many organizations pride themselves on providing superior customer service to prospects. They go above and beyond to address their concerns and promote their unique selling points. But then things fizzle out once leads become customers. Thus, LMS buyers must choose a platform that delivers a stellar customer experience at every stage of the cycle, from pre to post-purchase. Let’s take a closer look at how customer experience applies at every step of the LMS buyer’s journey.

eBook Release: LMS Customer Experience: How To Find A Platform That Offers The Complete Package
eBook Release
LMS Customer Experience: How To Find A Platform That Offers The Complete Package
Find out why LMS Customer Experience really matters, the benefits of delivering a Superior CX for your organization, and how to set your LMS expectations before purchasing a new platform.

1. Building Awareness (Market Research)

The first phase of the LMS buyer’s journey takes place the second you start looking for a new LMS. You aren’t quite sure which tool ideally suits your needs. This prompts you to start researching the available options online. An exhaustive search brings you to the potential LMS vendor, who has an active social media presence or a well-crafted PPC ad that grabs your attention. They might even be an industry thought leader who posts articles you’ve read in the past. The building awareness stage of the LMS buyer’s journey is your first impression of the vendor and their platform. But the introduction was memorable enough to make you want to learn more about their product.

2. Brand Familiarization

Which brings us to the brand familiarization stage. This is when the customer experience really comes into play, as you are interacting directly with the LMS vendor’s online presence. This comes in the form of their website, blog, ratings/reviews, directory listings, and social media page. Past users leave glowing reviews and their site gives you all the information you need to make a well-informed decision. They also give you ample opportunity to ask questions, address concerns, and request more info via their site.

3. Engaging With The LMS Vendor

It’s time to reach out to the LMS vendor to determine if their platform meets your specific needs. An LMS vendor that delivers a superior customer experience is more than happy to give you a free quote or consultation. They also offer free trials or demos so that you can test out the tool before making your final decision. Then schedule a follow-up meeting to field any questions you have or clarify what’s included in the package. At this point, you should verify that the LMS vendor is knowledgeable about their system and the industry as a whole. Are they up to date with trends and technologies? Do they go the extra mile to explain the features and functionalities to you?

4. Sealing The Deal

You’ve finally decided on a platform and are ready to sign on the dotted line, or click the download button. The LMS vendor should be able to walk you through the process and address any last-minute concerns, as well as help you choose the best LMS pricing option for your online training needs so that you get optimal ROI. Of course, they may try to sell add-ons or upgrades, but only if they will actually benefit your bottom line in the long run. Lastly, they are on hand to clarify any aspects of the contract, including legal jargon.

5. Post-Purchase Follow-Up

You may need some help setting up the tool or training your team to use it effectively. In which case, the LMS vendor should provide you with that extra support you need to implement your LMS. At the very least, there should be a follow-up email with links to additional resources you may require, such as online training tutorials or demos that show you how to install and customize the tool.

6. Ongoing Support

You’ve spent a significant amount of time and money to research the options and then purchase the right platform. As such, the service shouldn’t stop as soon as you make the investment. The LMS vendor must be able to uphold their end of the bargain by providing you with the support outlined in your package. They should also upgrade or update the platform when necessary and solicit your feedback to continually improve. If you send in a trouble ticket or email, you shouldn’t have to wait for a reply for days on end. Likewise, experienced and knowledge techs should be at the other end of the line when you call their toll-free number.

Insider Tip: Create An LMS Buyer’s Journey Map To Identify Your Expectations

Companies often use journey maps to outline how they will interact with consumers every step of the way. However, you can also use these maps to define your LMS expectations and find a platform that offers the best CX. For every stage of the LMS buyer’s journey, explain how your ideal LMS vendor will deliver a superior customer experience based on your organizational objectives and determine major red flags that can help you cross certain vendors off your list. For example, failing to respond to your initial email or inexperienced sales reps may be a deal-breaker.

If you currently own an LMS, use this CX guide to determine if they meet your standards. If you are in the market for a new platform, create personalized criteria for every touchpoint so that you can vet the LMS vendors more effectively. Do they have an active social media presence whereby they promptly reply to comments? Is their website easy to navigate? Τhis is a good indication of their platform’s User Interface and design. Are users satisfied with their CX, or do they have a low net promoter score? These are all questions that can help you evaluate the LMS customer experience even before you sign up.

What are the warning signs that you should look for in your current LMS before deciding to buy a new one? Are your top LMS choices going to deliver the superior customer experience you deserve? Download our free eBook LMS Customer Experience: How To Find A Platform That Offers The Complete Package for tips on how to choose an LMS that provides the best CX, including how to identify your LMS expectations beforehand and use an online directory to find the perfect match. It also explores the top benefits of owning an LMS that delivers a superior LMS customer experience.