Your customers are always learning. Investing in a customer learning strategy ensures they learn the right things at the right time, deepening their engagement with your brand. When customers fully realize value with your products and services, they begin to see you as essential to success in their jobs. This transforms customers into champions of your brand.
Explore the Possibilities with Ti Plus Learning Strategies
Map a path to success with our extensive library of research, best practices, and industry insights to launch your learning program beyond the horizon. Setting your team up for success goes beyond technology – you need tested and proved strategies that guide you to meaningful business results.
Higher investment in customer education leads to bigger program ROI
In our 4th annual customer education industry survey, we partnered with premier global intelligence firm IDC to understand the full impact of learning across the customer lifecycle.
Ultimately, we found that customer education is not only gaining traction in terms of adoption and investment, but that the level of quality and maturity of these education programs is also stepping up.Get the Report
Customer Education improvements
lead to gains across the customer lifecycle
Advice from Great Learning Leaders
Hear from the talented practitioners and thought leaders behind Thought Industries Learning Strategies initiatives.
SVP of Content Strategy
VP of Product Marketing
Senior Director, GTM Learning Strategist
Senior Director, Customer Marketing
Product Marketing Manager
Senior Learning Strategist
Customer learning programs solve so many of the behavioral challenges for companies that exist among customers. There’s so many good things that come out of learning programs — such as faster time to product adoption, longer customer life or larger customer lifetime value, customer stickiness, sales knowledge of a product, partner knowledge of a product, the ability to deliver modern experiences like onboarding. Learning programs tend to originate in organizations in relatively small ways; for example, they think of it as fixing an onboarding solution. But once organizations recognize how many bad things occur from a lack of training, they become aware of how much was impacted by poor training experiences.
You’re not necessarily providing customers with training because your product is difficult; You have the ability to provide them training to take your product to the next level. That’s where businesses have the opportunity to show that they’re partners, and build brand loyalty by taking a product and customer and connecting them and showing how that product makes customers’ lives better
Everyone needs to specialize. Our role in customer education is to present a personalization that allows customers to specialize in the area they find most important. We can get machine learning to identify what you need in order to further refine the personalization delivery of the content. And I believe that that’s the future. We can’t afford to be generalists as much anymore — it’s just harder to know so much about everything.
The most exciting thing about the future of customer learning is the fact that it’s becoming so popular. A lot of organizations understand the true value and impact of customer education and customer learning. It’s like this new emerging support function that customers can use to tackle different challenges and that businesses can use to derive different business results than just reducing support tickets.
You can also look at switching customer education from a cost center into a profit center by charging for certain bundles of courses so that there’s a new revenue stream for people. It’s also just about making sure that customers coming onto your platform are given the information that they need to be aware of your program and your platform, and to have everyone that they work with and everyone they’re connected to does as well. The more informed someone is, the less likely they are to move off of your platform.
Most emerging customer learning programs have some sense of what they want to accomplish down the road, but less of a sense of how to do it. Before you’re afforded the budget and buy-in to access the necessary tools and resources to accomplish your goals, you need to convince leadership it’s valuable enough to invest in. Paint a picture of where you are today vs. where you could be in the future; find those teams and metrics that your training and education can improve across the organization, and create a narrative around what an optimized version of your program would be using customer education programs.