The book, co-authored by executives from Thought Industries Barry KellyCEO, and Daniel QuickSenior Vice President, Learning Strategies, draws on author and company experience to help companies design, create and manage customer education programs and measure their impact and returns.
“Customer education is the perfect way to build lasting relationships with customers,” Kelly said. “In The Customer Education Playbook, we show businesses how to engage with customers throughout their lifecycle so they’re better informed about pre-purchasing your product, take less time to onboard, and hit deadline. value, and fully engage with your product over the long term to improve renewal rates and truly promote your brand.”
The book outlines a 12-step process for creating customer education programs that create value by streamlining trials, accelerating onboarding, reducing customer acquisition costs and customer churn, and reducing customer support requests. “A well-designed and well-executed customer education program reduces the time it takes for customers to realize the value and promised benefits of a company’s products or services, and it’s essential for building affinity and advocacy,” said Kelly.
Quick said the fundamental element of the customer education approach described in the book is to think beyond the offer itself to focus instead on the job the customer is trying to do. “We believe that customer education and training should be more than a service that reacts to requests for help,” Quick said. “Instead, we explain how to focus on making sure customers learn the right things at the right time in the right mode to gain confidence and mastery using your products and services.”
The Customer Education Playbook also explores issues of content creation and curation, how to determine the best formats for different customer learning needs, and how to ensure training and education materials are engaging enough to consume. by busy customers. Additionally, the book examines the skills required and optimal organizational models for customer education and training teams, as well as how to evaluate the effectiveness and return on investment of customer education programs.
The Customer Education Playbook is attracting the attention of industry pioneers, including Nick Mehta, CEO of Gainsight. “Customer learning is the natural evolution of customer centricity,” he said. “This book gives any business the knowledge on how to educate your customers for increased retention and competitive advantage in the customer success landscape.”
The Customer Education Playbook is available nationwide wherever the books are sold. For more information about the book, visit Thought Industries website.
About Thought Industries
Thought Industries provides the world’s #1 software platform for Customer Learning Management (CLM). Industry leaders use CLM to increase revenue, increase customer loyalty, and drive customer success in technology, manufacturing, healthcare, and other industries with complex products and requirements of training. Thought Industries was founded in 2014 around the core belief that online learning experiences should be modern, intuitive, engaging and scalable. Based at BostonThought Industries has offices across North America and Europe.
SOURCE Thought Industries