Ann Parfenova

In today's economy, finding a unique selling proposition is hard. There are simply too many products. So, one of the main drivers for people to buy your product is customer experience (CX). To be precise, 86% of buyers are willing to pay more for better CX. Customer education is crucial in improving CX and can give your company a competitive advantage. Here are some key statistics:

Customer education has been vital for years, but its importance has only grown in today's landscape. Technological advancements and easier access to resources have become an essential strategy for businesses that want their customers to succeed. Customer education improves product adoption rates, increases customer lifetime value, and improves customer satisfaction.

In this article, we discuss:

Customer education allows your customers to use your product's full potential, gain maximum benefits, and become loyal advocates for your brand. It helps onboard, train, and retain new and loyal clients. Customer education is not just a bunch of tutorials, instructions, and courses. It’s more of a guide that leads your customer step by step to becoming an expert and confident user.

Some products and services need customer education more than others. Customer training is essential in gaining loyal users for these products and services:

Customer education could include hints in the interface, tutorials, guidelines, and other content that suits the strategy. The previous article discussed modern learning formats. One example of customer education formats is Seturon's guide on creating a blank course. You can check it out here: app.seturon.io/signup.

Effective communication is crucial, as about 85% of people prefer businesses that can anticipate their needs. When companies take the initiative to understand what customers might want, it demonstrates that they truly care about their experience and value their journey.

Educating your customers to use your product more effectively and simplifying their onboarding and adoption is one way to show them that you care about their comfort. Adobe indicates that nearly 79% of companies that provide education for their customers see an increase in the frequency of their products' use.

So, what can customer education bring to the table?

Customer education can help you achieve different goals. For example, Figma’s open-source educational materials help build community and form expertise among professionals.

Another example is Raiffeisen Bank's financial education initiative, which aims to grow a new generation of customers with better financial literacy and complex financial needs for banking products.

Or you can use customer training to reduce the load on the support team. For example, different tutorials on how to use GameMaker features.

This blog is also an example of customer education. We share our expertise to help you find better solutions, improve learners' experiences, and profit more from course creation.

Creating valuable education requires time and resources. You need to think through every step, from the specifics of making education for adults to the description of the courses. We’ve already covered a lot in the e-learning development process, so let’s discuss the specifics of customer education.

The customer education strategy depends on the overall outcome you aim to achieve. You need to examine what’s happening right now.

Once you research and analyse the current situation, you can see gaps that can be covered with customer education. It could be:

Examining these gaps, you can come up with measurable goals and customer educational strategies. More about course creation you can find in a specific section of our blog, so let’s not dwell on this.

After you launch your strategy, you can gather feedback and examine its impact. It is important to track how well users are onboarding and adopting your product, and business impact metrics help you do this. You need to measure several metrics.

This is not a complete list of metrics; it is just an example. Metrics vary based on goals and desirable outcomes.

To increase customer satisfaction and improve experience, you need to add value to your product and your training. You must provide solutions for customers' problems and help them benefit more from your product.

One of the foundational steps in this process is to conduct a thorough analysis of your target audience for the training. Understanding their specific needs, preferences, and challenges will allow you to tailor your approach effectively.

Personalised education helps your customers get only the information they need right now. This targeted approach minimises the risk of individuals engaging in unnecessary or tedious courses, often leading to disengagement and frustration.

Platforms that focus on adaptive learning, like Seturon, analyse data and automatically adjust what content learners will see next.

Community is crucial for loyalty. Create forums, post educational materials and links on social media, support customers through the whole learning experience and give them tools to support each other. You'll create a supportive environment where everyone can thrive by nurturing a sense of community and encouraging interaction.

94% of Gen Z use mobile phones for educational purposes. So, it’s essential to use solutions with a mobile-first approach. Focusing on mobile-first design not only enhances accessibility but also aligns with the habits and preferences of this tech-savvy generation, ultimately fostering a more effective and engaging educational experience.