{"id":10548,"date":"2022-10-13T06:49:08","date_gmt":"2022-10-13T06:49:08","guid":{"rendered":"https:\/\/sertifier.com\/beta-blog\/?p=10548"},"modified":"2024-12-02T14:11:51","modified_gmt":"2024-12-02T14:11:51","slug":"case-study-the-effect-of-digital-credentials-on-brand-loyalty","status":"publish","type":"post","link":"https:\/\/sertifier.com\/blog\/case-study-the-effect-of-digital-credentials-on-brand-loyalty\/","title":{"rendered":"Sertifier x Totango Case Study: Digital Credentials on Brand Loyalty"},"content":{"rendered":"\n<div class=\"wp-block-rank-math-toc-block\" id=\"rank-math-toc\"><h2>Table of Contents<\/h2><nav><ul><li><a href=\"#customer-training-and-micro-credentials\">Customer Training and Micro-Credentials<\/a><\/li><li><a href=\"#totango-sertifier\">Totango &amp; Sertifier<\/a><\/li><li><a href=\"#why-sertifier\">Why Sertifier?<\/a><\/li><li><a href=\"#results\">Results<\/a><\/li><\/ul><\/nav><\/div>\n\n\n\n<p><strong>Download the Full Case Study <a href=\"https:\/\/drive.google.com\/uc?export=download&amp;id=1puLdp3mwz06YEcJxuM-Jtlhn0MoNOxus\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/strong><\/p>\n\n\n\n<p>Totango is a composable customer success platform designed to help businesses run and scale their customer journeys. Totango just launched a new customer learning platform called <strong>Totango Creator Campus<\/strong>, a self-paced learning platform that allows users to earn \u201cdigital badges\u201d for completing courses. This initiative aims to encourage users to take advantage of the free training materials available on the platform.<\/p>\n\n\n\n<p>The goal was clear: they wanted to create a pathway for users to achieve different levels of mastery within the platform. The team at <strong>Totango<\/strong> decided to choose Sertifier as their <strong>digital credentialing<\/strong> vendor for the Totango Creator Campus, which was designed on micro-credentials from the beginning! The case study is about the effect of <a href=\"https:\/\/sertifier.com\/blog\/the-future-of-digital-credentials-smart-certificates-badges\/\" target=\"_blank\" rel=\"noreferrer noopener\">digital credentials<\/a> on brand loyalty. <\/p>\n\n\n\n<p>In this case study, you will read sections from the webinar we held with Kristin Lisson, Director of Enablement &amp; Customer Training at Totango!<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Totango x Sertifier | Webinar: The Role of Credentials\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/uyKROSpzNgU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n<div class=\"srf-btn-wrapper srf-btn-wrapper--center\"><a href=\"https:\/\/app.sertifier.com\/en\/signup\" target=\"_blank\" class=\"srf-btn srf-btn--outline srf-btn--medium srf-btn-align--center\">Try Sertifier For Free <i class=\"fa fa-solid fa-arrow-right-long\"><\/i><\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"customer-training-and-micro-credentials\">Customer Training and Micro-Credentials<\/h2>\n\n\n\n<p>The customer success industry is growing rapidly. Therefore customer success training programs are quickly becoming essential to any software company. Many companies have already integrated <a href=\"https:\/\/sertifier.com\/blog\/the-importance-of-work-skills-training-building-a-workforce\/\">training into their customer onboarding process<\/a> and made it an ongoing part of their overall business strategy.<\/p>\n\n\n\n<p>Training your customers can help improve retention rates by providing them with actionable information that meets their needs at the right time. It also helps build trust between you and your customers by giving them personal attention and creating a more positive experience.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"645\" src=\"https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/236-1200x645.jpg\" alt=\"\" class=\"wp-image-15420\" style=\"width:580px;height:auto\" title=\"\" srcset=\"https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/236-1200x645.jpg 1200w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/236-850x457.jpg 850w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/236-768x413.jpg 768w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/236.jpg 1440w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div>\n\n\n<p>The benefits that digital credentials can provide in creating such an experience are innumerable! Many companies are using digital credentials for onboarding and training, there are some obvious reasons for that:<\/p>\n\n\n\n<p><strong>Mastery<\/strong><br>Digital credentials are a powerful way to show someone has mastered a skill. The ability for customers to see what they know, what they can do and don\u2019t know, is an integral part of any learning program. Digital badges help companies track mastery by allowing users to \u201ccollect\u201d badges based on their knowledge level or achievements.<\/p>\n\n\n\n<p>They can be shared on social media, used as a badge of honor, and even used in an employee\u2019s resume. When customers earn digital badges or certificates, they feel pride in their accomplishment, which translates into increased loyalty and recommendations for your business.<\/p>\n\n\n\n<p><strong>Encouragement<\/strong><br>Digital credentials make it easy to celebrate accomplishments when they happen \u2014 whether that means someone has completed an entire course or just completed their first lesson! The confetti moment is a great way to celebrate accomplishments and incentivize your customers to learn more about your product or service.<\/p>\n\n\n\n<p><strong>Promote Advocacy<\/strong><br>Digital credentials provide an excellent opportunity for customers to share their accomplishments with others at work or in their personal lives. When people know what others have accomplished, it makes them want to achieve similar results \u2014 this is a great way to create advocates for your product or service. Credentials help create advocates for your brand by incentivizing them to recommend your product or service to others.<\/p>\n\n\n\n<p><strong>Social Media Shares<\/strong><br>Many of your customers may choose to link their digital credentials directly to social media platforms so that they can share their achievements with friends and family. This helps build enthusiasm for your brand by making it easy for people who have earned a credential from you to talk about their experience online through the platform of their choice (Facebook, Twitter, LinkedIn, etc.).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"totango-sertifier\">Totango &amp; Sertifier<\/h2>\n\n\n\n<p>For Totango, customer training is not just a tool to build customer engagement; it\u2019s what they do! Totango is a composable customer success platform. They recently launched the Creator Campus, a new customer learning platform that can benefit both their users and anyone who wants to learn more about customer success and improve their skills in this specialization area!<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"645\" src=\"https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/235-1200x645.jpg\" alt=\"\" class=\"wp-image-15419\" style=\"width:620px;height:auto\" title=\"\" srcset=\"https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/235-1200x645.jpg 1200w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/235-850x457.jpg 850w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/235-768x413.jpg 768w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/235.jpg 1440w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div>\n\n\n<blockquote class=\"wp-block-quote quote-light is-layout-flow wp-block-quote quote-light-is-layout-flow\">\n<p>\u201cThe first thing we did was to start with a list of all the things we could think of that would make this an awesome experience for our customers. We wanted to ensure we had learning paths for people at every level of their careers &#8211; whether they\u2019re brand new or have been in customer success for years.\u201d<\/p>\n<cite>Kristin Lisson, Director of Enablement &amp; Customer Training at Totango<\/cite><\/blockquote>\n\n\n\n<p>At this point, the Totango team decided that the entire experience in Creator Campus should be built with credentials to create a unique earning experience for everyone.<\/p>\n\n\n\n<p>Researching how to find a solution for the credentialing process, the Totango team thought that Sertifier would be the right solution for Creator Campus. The results from this cooperation turned out fantastic for both the Totango team and us!<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"645\" src=\"https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/237-1200x645.jpg\" alt=\"\" class=\"wp-image-15421\" style=\"width:448px;height:auto\" title=\"\" srcset=\"https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/237-1200x645.jpg 1200w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/237-850x457.jpg 850w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/237-768x413.jpg 768w, https:\/\/sertifier.com\/blog\/wp-content\/uploads\/2024\/03\/237.jpg 1440w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n<\/div>\n\n\n<p><strong>Totango issued 700+ credentials in a month after Creator Campus was publicly launched!<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote quote-light is-layout-flow wp-block-quote quote-light-is-layout-flow\">\n<p>\u201cOur customers have given us great feedback on campus, the whole program\u2026Badges are just really critical elements in the entire program perception.\u201d<\/p>\n<cite>Kristin Lisson, Director of Enablement &amp; Customer Training at Totango<\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"why-sertifier\">Why Sertifier?<\/h2>\n\n\n\n<p>Now that we\u2019ve discussed the fantastic results of using digital credentials for the Totango Creator Campus, how about taking a step back? Why is Sertifier an excellent solution for a customer success training program?<\/p>\n\n\n\n<p>According to Kristin Lisson, here are three features that are both effective in decision-making and most useful during the process:<\/p>\n\n\n\n<p><strong>1- Frictionless<\/strong><br>Easy to receive a badge and share it. Badge earners are not required to sign in or create a separate account to share.<\/p>\n\n\n\n<p><strong>2- Design Flexibility<\/strong><br>Badge designs align with branding. It\u2019s easy to update badge designs over time as your content evolves.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote quote-light is-layout-flow wp-block-quote quote-light-is-layout-flow\">\n<p>\u201cWe needed a way that it would be easy to update the badge design. As our content evolves as our brand, just to keep the badge\u2019s value in place. And so that was important because we were investing in the design of the badge and that we could swap out that design or elevate it or improve it over time. Other solutions didn\u2019t have that feature; once the badge was issued, that was the design that the person had forever.\u201d<\/p>\n<cite>Kristin Lisson, Director of Enablement &amp; Customer Training at Totango<\/cite><\/blockquote>\n\n\n\n<p><br><strong>3- Integrations<\/strong><br>Issuing badges automatically after course completion with their LMS (Skilljar) via Zapier.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote quote-light is-layout-flow wp-block-quote quote-light-is-layout-flow\">\n<p>\u201cBy using Zapier, we also, at the same time of issuing the badge to the learner, send an automatic notification to our companies to a Slack channel\u2026It\u2019s a great way for everyone to celebrate whenever a customer completes a course. And it\u2019s been one of our most active Slack channels. I think, to everyone\u2019s surprise; it\u2019s really elevated and just generated a lot of enthusiasm for the campus program\u201d<\/p>\n<cite>Kristin Lisson, Director of Enablement &amp; Customer Training at Totango<\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"results\">Results<\/h2>\n\n\n\n<p>Totango as a composable customer success platform just launched a new customer learning platform called Totango Creator Campus. This self-paced learning platform allows users to earn \u201cbadges\u201d for completing courses.<\/p>\n\n\n\n<p>The team at Totango decided to choose Sertifier as their digital credentialing vendor for the Totango Creator Campus, which was designed on micro-credentials from the beginning!<\/p>\n\n\n\n<p>As trainees earn digital badges or certificates on Creator Campus, they find encouragement in their accomplishments, which translates into increased loyalty and recommendations for Totango. Totango issued 700+ credentials in a month after Creator Campus was publicly launched, and Sertifier is happily accompanying them on this path that the Totango team started with enthusiasm to achieve great things!<\/p>\n\n\n\n<p><strong>If you\u2019re wondering how to integrate Sertifier into your business plan, we have a great team looking forward to contacting you!<\/strong><\/p>\n\n\n<p><script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js-eu1.hsforms.net\/forms\/embed\/v2.js\"><\/script><br \/>\n<script>\n  hbspt.forms.create({\n    region: \"eu1\",\n    portalId: \"25735471\",\n    formId: \"c2db8f1f-f58c-4d5c-bcc9-054335eb604c\"\n  });\n<\/script><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Table of ContentsCustomer Training and Micro-CredentialsTotango &amp; SertifierWhy Sertifier?Results Download the Full Case Study here. Totango is a composable customer success platform designed to help businesses run and scale their customer journeys. Totango just launched a new customer learning platform called Totango Creator Campus, a self-paced learning platform that allows users to earn \u201cdigital badges\u201d &hellip;<\/p>\n","protected":false},"author":14,"featured_media":10638,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[998],"tags":[792,1402,823,1403,1400],"class_list":["post-10548","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","tag-case-study","tag-customer-training","tag-digital-credentials","tag-learning-path","tag-totango"],"_links":{"self":[{"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/posts\/10548","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/comments?post=10548"}],"version-history":[{"count":18,"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/posts\/10548\/revisions"}],"predecessor-version":[{"id":17385,"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/posts\/10548\/revisions\/17385"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/media\/10638"}],"wp:attachment":[{"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/media?parent=10548"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/categories?post=10548"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sertifier.com\/blog\/wp-json\/wp\/v2\/tags?post=10548"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}