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Implementing a customer education program is challenging. And as we’ll discuss, these challenges might appear before the implementation phase. Or, despite your best efforts, things might not go as planned, and your program may not bring the results you expected.
A school of thought says it’s best to prepare for every eventuality rather than be caught off guard – when it comes to business, we definitely agree.
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In this post, we won’t explore a dystopian world where everything is doomed. But, we will examine some mistakes you might make and unfavorable scenarios you might encounter when deploying customer training, offering you solutions for each one of them!
Let’s see 5 common issues to fix for an effective customer education strategy.
5 Mistakes to Fix In Your Customer Education Program
We’ve said before that customer education is not for large businesses only – it’s the kind of business you’re in that determines whether you need to offer a customer education program, not the size.
For example, customer training is very common in the SaaS industry. If you’re not sure about whether you need to educate customers or not, read our article on 10 warning signs you need a customer education program.
If you’re planning to offer customer training, or if you already offer, watch out for the following 5 mistakes that might jeopardize the effectiveness of your program!
1
Inefficient Budget & Resource Management
This is one of the most common mistakes – not using your budget and available resources efficiently. But even if you’re working with limited budget and resources, you can still offer an effective customer education program with real impact on your business.
The solution:
Tip: Choose an affordable LMS with AI capabilities, like LearnWorlds, to repurpose proprietary customer education content you already have into more digestible formats for your target audience. This will minimize cost and development time.
2
Not Aligning With Your Business Goals
A customer education program facilitates the customer journey and is closely linked to business goals. Ultimately, improving the customer journey and customer experience aims to foster business growth and financial stability.
So, how can you ensure business and customer education goals are aligned?
The solution:
Specific: Your goals should be narrow and concise. For example, the goal to “improve the customer experience” is way too broad. The goal to “improve feature adoption rate” is specific – and it will become even more specific as you add the rest of the parameters below.
Measurable: You should be able to track your goal against a business KPI and metrics. Using the example above, set a desired rate, eg., “by 5%”.
Attainable: The goal should be within reach. Aiming to double or triple feature adoption sounds like a toll order. Increasing by 5% is reasonable and realistic.
Relevant: The goal should be within the scope/context of the training. For example, you can set a goal to reduce incoming tickets – this is something you can achieve through customer education. However, you can’t set a goal to improve your customer support’s communication skills. For this, you need to deploy soft skills training addressed to your customer support team.
Timebound: Set a timeframe for achieving your goal – this will also serve as a milestone for monitoring its progress. Usually, allowing for a few months to pass is a timeframe that gives the program enough time to bring some initial results. Even if your timeframe is wider, you should monitor training impact on a regular basis to catch problems early on.
3
Not Keeping Your Content Fresh
Having a product with rich functionalities and use cases means you must update your knowledge base regularly as you release new features.
The solution:
4
Not Analyzing the Training Impact
Not measuring the impact of customer training can lead to missed opportunities for improvement, gaps in training, and inability to demonstrate the program’s value to stakeholders. So here you have another “riddle” to solve: how do you measure the effectiveness of your customer training program?
The solution:
5
Low Customer Engagement & Interactivity
So, you’ve developed training, you’ve tracked it, and the results are disappointing. Your program has failed to engage customers and has low completion rates.
Low customer engagement indicates a poor user experience. Customers don’t get the full benefit of your enablement program and, therefore, your customer education strategy fails to meet its purpose.
For instance, when customers don’t finish their onboarding, they won’t get to leverage all product features, or they’ll still run to your customer support team with requests.
On a second level, customer satisfaction will not get the boost you expected, and customer support costs will not decrease like you were aiming for. The longer the time to value, the higher the chances of customer churn.
Before anything else, ensure that the problem is not your product – a product with bugs or a deep learning curve.
The solution:
Look for alternative methods for customer training to satisfy different preferences.
Here’s a valuable article from one of our experts, Artemis Karadimas, Customer Success Manager at LearnWorlds: Customer Engagement Amplified: How to Create a Compelling Customer Education Experience
Your Successful Customer Education Program is Within Reach!
One of the most important initiatives you’ll ever take for your business, customer education is quintessential for a positive customer experience and has a huge impact on customer retention and business growth. It does, however, require dedication and ongoing monitoring and effort.
The right LMS is a core ingredient for an effective customer education program. LearnWorlds is a budget-friendly LMS that can meet your customer training needs, offering a full suite of features that will enable you to scale your training.
Discover LearnWorlds with a 30-day free trial now!
9000+ brands trust LearnWorlds to train their people, partners & customers.
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Further reading you might find interesting:
The post How Can You Improve Customer Education? 5 Common Mistakes & How to Avoid Them appeared first on LearnWorlds.
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