Lincoln Learning Solutions staff recently met with a small group of client representatives to discuss their experiences with and ideas for Lincoln’s product and service offerings. This intimate atmosphere provided an opportunity for us to better understand the client experience, to hash out client concerns regarding existing offerings, to brainstorm ideas for improving existing products and designing new products to better meet client needs, and so on.
This collaborative approach, time and again, is proving to be a lynchpin in the LLS modus operandi. It further underscores our commitment to the notion that clients know best what works for them and their students. We need to listen, adapt and arm them with the solutions that get results.
So, while this endeavor largely falls under the sales and marketing umbrella, Dr. Rachel Book assembled this diverse team to tackle the exercise:
Charles Thayer Assistant VP of Academic Affairs
Daryl Care Chief Technology Officer
Brittany Janectic Executive Director of Curriculum Development
Danielle Freeman Director of Enterprise Services
Dave Whitehead Director of Information Technology
Casey Sadler Senior Manager of Professional Development
Doug Sharp Senior Manager of Marketing
Sandy Brown Senior Manager of Sales Support
Nicole Costlow Digital Marketing Manager
Rick Wolfe Senior Solutions Specialist
Kathryn Cerminara Solutions Specialist
Kim Gullo Solutions Specialist
Over the course of three days, the team heard a few common principles reverberating:
KISS – or keep it simple, stupid. Whether in systems, curricula or otherwise, clients prefer a streamlined approach.
Change is scary. People are resistant to change because it takes them out of their comfort zones and into the unknown. Potential products and systems must remove pain and be simple to navigate.
Rub elbows. Meeting and spending time with others is preferable to a virtual setting, particularly when it comes to professional development training.
From left: Danielle Freeman; Jacqueline Westerfield, Head of School at Grandview Prepartory School; Kathy Cerminara; Chris Caton, Director of Curriculum and Instruction at Northgate School District; Charlie Thayer; Rachel Book
Closing out 2019 with our first Client Summit generated a long to-do list for 2020. It includes exploring:
Streamlining sign-on options for platforms.
Streamlining curricula and providing fewer learning object options, which may be visually overwhelming.
Creating discussion boards, video chat opportunities and more for students and teachers to increase and improve interaction.
Adaptive courses and assessment-based prescription.
Options to integrate social-emotional learning content and tools.
Professional development offerings that help clients adapt to new programs.
Professional development offerings tailored to special education.
Encouraging a more personal touch from LLS instructors.
Improving the connection and communication between LLS teachers and client student learning advocates.
It’s a long list that will keep us busy, no doubt. However, the Summit generated a lot more than assignments. It generated enthusiasm, comradery and stronger partnerships. We have a group of individuals, for example, who are eager to demo Wave and other Lincoln products. We gleaned valuable information that will help us tweak existing products to better serve students. Most importantly, we made strides toward improving opportunities for student success.
From left: Bob Clements; Daryl Care; Rachel Book; Charlie Thayer; Rick Wolfe; Andrew Hulbert, Superintendent of Michigan International Prep School
