Do you want to learn more about how to provide excellent Customer Service? Join GSC on June 20th for their upcoming virtual classroom on customer service. Employees can register for this webinar and more today on MyPURPOSE!
Do you think you could improve your customer service skills? Join GSC on August 22nd for their upcoming virtual classroom, “Customer Service”! Employees, register for this virtual classroom today on MyPURPOSE and take the first steps towards enhancing your customer service skills!
💻 Will Customer Education be the next big thing in L&D in 2024?
Join us at 'Voices of Customer Education', the #1 CEd Online Event that brings together 10 of the top Customer Education superheroes in the same online space to discuss industry trends and up-to-date best practices.
Register for free here 👉 https://lnkd.in/dq_6wK5z
Lineup in the comments👇
As customer education leader Vicky Kennedy points out, customer training is not a one-time event. In today’s fast-paced world, staying ahead requires constant adaptation and growth. By investing in continuous training, we empower our customers to fully utilize our products, enhance their skills, and drive success. Do you agree? How do you define a trained customer?
Read more here --> https://lnkd.in/dFzfe2EZ#CustomerEducation#ContinuousLearning
The power of customer education is often understated. But when you train, engage, and retain your customers, you set your customers (and your business) up for success. ⭐️
Check out 3 use cases to help you build a strong business case for external learning 👇
So often I get asked about how to get executive buy-in for external education.
Whether you're looking to deflect support costs, generate revenue, or build for scale, customer education is a critical piece of the puzzle that spans the entire customer journey. Check out my three tips for getting started on your business case.
🔎1. Focus on the customer first. How does this help your customer be more successful? How will it improve the customer experience? How will it decrease the amount of times they need to reach out to support which in turn slows down their business? Once you understand how your customer experiences knowledge and skill gaps that affect their business, you'll quickly see the impact on your business. The same is true for your partner ecosystem. Partners are able to serve their customers better when they are up-to-speed on your solutions. Which brings me to tip #2...
📉 2. Identify how the gap affects your business. What metrics would this improve? By how much? With what impact? Be sure to focus on ROI, but don't forget about emotional value. How will external education improve the customer experience? Educated customers are stickier customers with real impact on NPS, CSAT, and ultimately LTV.
💰 Now take that impact and translate it into dollars (or your currency of choice). Exactly how much do you anticipate this will reduce support costs? Will it save 2 hours a day - that's 10 hours a week. What's the average hourly cost for your support staff? Now you can easily calculate how much that costs the business.
What will it cost you to maintain the status quo? Will you have to hire more support staff in order to manage your growing customer base's questions or concerns? Will your CSMs be forced to train instead of being strategic business partners? Consider the cost associated with doing nothing.
What tips do you have for showing the value of external education? Share them down below 👇
The power of customer education is often understated. But when you train, engage, and retain your customers, you set your customers (and your business) up for success. ⭐️
Check out 3 use cases to help you build a strong business case for external learning 👇
What do the most successful customer education academies have in common?
Learn from an Industry Expert: Sumeru 'Sumo' Chatterjee 🤞🏽 analyzes 200+ cases & shares actionable strategies for your customer education program.
Gain invaluable insights and real-world examples to elevate your training game from this on-demand webinar! https://lnkd.in/d3yPJa5B
Disrupting the Status Quo with Training that Transforms, CX that Connects, AI that Empowers, and Learning Experiences that Ignite || I/O PhD Candidate || LSS Black Belt
The 2024 Forrester Report on Customer Education is out, and the results are astounding! Companies investing in customer education are seeing major returns, including:
38.3% increase in adoption of products targeted by training!
26.2% improvement in customer satisfaction!
35% increase in average lifetime value per trainee!
28.9% increase in win rates for new customers!
15.5% decrease in customer support costs!
These numbers are a game-changer! If you're not yet prioritizing customer education, you're leaving serious ROI on the table.
Dive deeper into the 2024 Forrester Report, Customer Education Benchmarks & Trends:
- Read: https://lnkd.in/gvjRJ5C2
- Watch: https://lnkd.in/g-fWETjm#IndustrialOrganizationalPsychology#IOPsy#CustomerEducation#TrainingLeadership#AmazingService#2024ForresterReport#PhDLife#Benchmarks#BusinessTrends
A huge shoutout to my I/O dissertation research for being so on-point with my professional life! Turns out, it is perfectly aligned with the trends we're seeing in the real world! Who knew academia could be so relevant!? #AcademicWin
Customer Experience Professional
1moColby Van Rysselberghe Lauren Cole