Learning & Development SIG: The Cycle of Metrics and the Learning Experience

When you truly understand that people come back to places where they feel warmly welcomed, receive something of value they can’t get anywhere else, and they have fun - - - it becomes possible to design more enjoyable learner centered experiences.  Not only that, carefully constructed post training evaluations will help you isolate and dig down to weak spots, so that you can make adjustments for the next time.

By the end of this session you should be able to…

• Identify 3 key areas of impact on learner satisfaction and offer some action step suggestions for each of them
• Analyze your post training evaluation questions to make sure that you are getting data that’s really useful
• Use Net Promotor Scoring (NPS) to segment feedback from your dissatisfied and passive learners so that you can take steps to neutralize negative word of mouth and increase positive participant experiences on the next go around

Donna has frequently been described by those who have worked with her as being a right brained big picture thinker, creative, passionate, and yet, still detail focused and analytical. She prefers to think of herself as the color TEAL, a combination of navy blue and green, blue for the high standards and customer experience focus of Hilton Hotels. A former Training Instructor and curriculum designer for Hilton’s customer loyalty marketing program, Hilton HHonors, Donna developed a passion for moving people from satisfied to delighted.

As a Girl Scout alumnae, and now Director of Volunteer Learning for Girl Scouts of Northeast Texas, Donna blends the blue with the green that is in her blood to manage and lead a team of 120 equally passionate volunteer mentors and facilitators. Donna has served on national learning cohorts, presented her ‘Letting Girls Lead’ curriculum at GSUSA’s National Convention, and been awarded the Thanks Badge, the highest award possible for an individual whose ongoing commitment, leadership, and service has had an exceptional, measurable impact on meeting the mission-delivery goals and priorities of the entire council or the entire Girl Scout Movement.  More recently, the social media group within her volunteer empowerment team received 2nd place in the AXIS Award category of Knowledge Management for their GSNETX Learning Channel micro-learning initiative on Facebook.

6001 Summerside Drive

Dallas, Texas 75252

Location host: Donna Tharp, Adult Education Manager