Microlearning: Enhancing Customer Competence

Overview of Microlearning and Software for Organizational Competence Development

Microlearning involves delivering concise, targeted content to achieve quick learning objectives, often via digital platforms, positively impacting knowledge retention, performance, and motivation (Hassan et al., 2025). Empirical studies show high engagement (85% of employees) and retention (75%) in corporate settings (Choudhary and Potdar, 2024), with applications in healthcare and soft skills development (Richardson et al., 2023; Luo and Li, 2025). Benefits include flexibility, cost-effectiveness, and integration into workflows, though it may lack depth for complex topics (Oyeyipo et al., 2024).

Complementing microlearning, software tools like competency frameworks integrate hard and soft skills for better HRM (Bass et al., 2022; Orsoni and Colaco, 2013). Digital transformation tools, AI competencies, and enterprise architecture models support skill development and reduce turnover (Bouwmans et al., 2024; Mikalef et al., 2023; Calhau et al., 2024). Integration of microlearning with these tools creates hybrid models for comprehensive competence building (Oyeyipo et al., 2024).

Exploring Microlearning for Customer Relations and Engagement

While microlearning is established for internal employee development, its application to customer relations—fostering engagement, education, and loyalty—presents promising opportunities. Customer education programs, incorporating microlearning, can enhance product adoption, satisfaction, and retention by delivering short, on-demand modules tailored to customer needs.

Evidence from industry reports supports this potential. A Forrester study found that 54% of organizations use microlearning in customer education to provide brief, applicable content, aligning with science-based principles like experiential learning to improve customer experience (CX) (Forrester Consulting, 2024). This approach drives benefits such as increased retention (58%), lower support costs (63%), and stronger relationships through upselling (83%), with 79% viewing customer education as integral to CX strategy (Forrester Consulting, 2024). Blended learning, including microlearning segments (2-4 minutes per module), boosts engagement by addressing point-of-need learning, leading to higher satisfaction, reduced churn, and more referrals (TalentLMS, 2024). For instance, microlearning facilitates ongoing education on product features, fostering loyalty and positioning businesses as customer success partners.

Speculatively, microlearning could personalize customer interactions, such as via app-based tutorials or email-delivered tips, enhancing trust and community. In sectors like finance or e-commerce, bite-sized content on product usage could reduce frustration, improve Net Promoter Scores (NPS), and encourage advocacy. Challenges include ensuring accessibility and measuring impact, but integration with CRM software could track engagement metrics, amplifying relational benefits.

Conclusion

Microlearning bridges internal competence development and external customer relations, offering versatile, evidence-backed strategies for organizational success. Tailored implementation can yield dual benefits in employee skills and customer loyalty.

Extra:

For a more comprehensive overview on microlearning for organizations refer to our article: An introduction to microlearning

To create microlearning content for your employees or customers try our products at: Whyhoy admin application

References

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