How To Enhance Buyer Expertise With A Buyer Coaching Platform
How to improve the customer experience with a customer training platform
Loyal customers are the lifeblood of EVERY successful organization. Hence, it is important to focus on how to improve CE to retain your existing customers. Not to mention hiring new ones to continually expand your base. Surveys show that the customer experience is a top priority for companies. The reason for this is simple; Brands that focus on CE reduce churn and double their sales. But how can you use a customer education program to improve the customer experience?
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The impact of customer training on loyalty and customer satisfaction
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How do you improve CX with LMS technology?
An LMS solution can be the linchpin of your customer experience strategy. It is travel-centered and gives you the opportunity to influence feelings, emotions and behaviors through education. These are the best practices when using an LMS for CE:
Set clear (and measurable) goals
Before getting customers on board, identify the business goals that you want the training to achieve. Create metrics and CE KPIs to point you in the right direction. You can also use these analyzes to design a training strategy that directly addresses consumer vulnerabilities.
Keep an eye on customer success
Do everything about the customer. They use your product because they want to achieve certain goals. Your training should identify and consider these needs to help customers overcome obstacles. Use customer feedback instead of focusing on transactional responses. The key is to focus on travel-centric feedback.
Support onboarding and implementation
Onboarding is critical to your customers’ future decisions about your product or service. Once they know about your product, customers are more likely to make repeat business. Create a detailed and experiential introduction to your brand that instills trust and builds an instant relationship.
Make it cross-platform friendly
Customers no longer want to be tied to a desktop computer to learn more about your company and what it offers. More than 50% of internet traffic comes from mobile devices. Therefore, your training should include digital travel with multiple devices. Also, consider using both online and offline channels, as well as social and formal training approaches.
Use trip assignment
Record the processes, perceptions and needs of customers as they engage with your brand to improve the customer experience. Then compare these travel maps to key CSAT metrics to better understand the strengths, weaknesses, risks, and opportunities of your customer experience.
Maximize the upselling opportunities
Upselling and cross-selling also benefit customers when done right. With the LMS you can, for example, make targeted product recommendations based on quiz results or the simulation performance. In this way, you can also offer individual customer service without being too salable.
Benefits of Using a Customer Education Platform to Improve the Customer Experience
Enterprise LMS makes it easy for companies to implement training programs that are engaging, accessible, and scalable. Adding or updating online training materials is quick and easy thanks to intuitive user interfaces and built-in resources. You also control who accesses the information and track user performance.
Thus, the LMS paves the way for a smooth customer onboarding experience as it has 24/7 access to education-based marketing tools. If you get it right, you’ll strike a balance between value-added training content and product promotion. All of these factors increase customer satisfaction, which increases the CX values.
In fact, experts say progressive training increases customer satisfaction with their purchase. And LMS solutions make it easy to achieve this by increasing engagement throughout the online training process. You can continually expand your support library to meet customer needs and expectations.
Thus, LMS customer training programs can be customized for each step of the buyer’s journey. They also empower sales teams to take full ownership of the post-sale process as they have better insights into consumers.
For example, reach out to customers who may be interested in additional services or upgrades. Likewise, your marketing team can use LMS insights to run customer loyalty campaigns and improve the customer experience. Analytics provide valuable insights into customer behavior, habits, and vulnerabilities that you can incorporate in customer education initiatives.
Advanced LMS solutions have dynamic training functions. Customers can find and select the learning materials that are most relevant to their current goals or gaps. Another important benefit of using LMS training programs to improve the customer experience is gamification.
These edutainment-focused platforms provide extensive opportunities to motivate customers to complete the training program and close the deal. For example, they can include rewards, points, badges, trophies, and certificates to recognize their efforts.
The connection between customer experience, user behavior and educational content
In most cases, users are qualified buyers who have already shown an interest in your product or service. It is possible to link the customer experience with the fairness of user behavior if customer training is the basic framework. The roles of customer, consumer and user now overlap.
However, each role has different touchpoints in terms of brand interactions, products and services. The expectation-confirmation model is a paradigm that best explains how customer satisfaction and user behavior are related, and how the right information can affect both.
Consumer behavior when buying a product is mainly influenced by expectations of its usefulness. These are their perceptions of inherent value towards their investment. Providing your customers with comprehensive information about the product or service can influence their decision-making process in your favor.
In other words, brands should focus on two major goals for success: making the product useful and providing customers with the skills or knowledge they need to maximize usability. User behavior, customer satisfaction, and repeat business opportunities all depend on how well you package your product knowledge training.
Note that customer training covers all industries. Content and service providers can use a customer education platform to increase brand awareness AND offer insider tips. It’s not all about self-promotion, as providing value-added resources creates a connection between you and the consumer. In short, you become an industry thought leader that you trust and respect.
Customer Education Platform Features You Should Look For
Customers often need guidance on how to set up and use products to get the best value for their money. Even if they do not rely on these support resources, their very existence provides additional security. If they ever encounter a problem, consumers know that help is just a click away. Here are the features of the customer education platform that every business should consider:
Robust reporting
Your customer training platform will store massive data. Make sure you have simple reporting and visualization capabilities that you can use to identify trends.
Sales integration
Sales teams shouldn’t have to sacrifice leads during the training process. Find a customer education platform that integrates with your existing sales systems to centralize all of your records. For example, it is compatible with your CRM software so that employees can track and continue their customer contact.
Personalized learning paths
In SaaS, customer training is focused on driving user adoption and information retention. It is therefore important to work with a platform that allows you to create personalized learning paths for each customer’s vulnerabilities.
Live training support
Recorded video courses are great, but your LMS customer training platforms should also facilitate live teacher training to maximize customer loyalty and the overall experience.
Application in the real world
Add value to your product or service by choosing an LMS solution that allows customers to participate in simulations and scenarios. There is no substitute for real experience when it comes to negotiating the learning curve. This also allows customers to see your product in action to get a feel for the user interface and features.
Conclusion
Ultimately, to improve the customer experience, you need to focus on customer success. How can you help them achieve their goals by using your product or service? More importantly, how can consumer education resources be used to optimize CX and product functionality? Satisfied customers who receive ongoing support and advice are more likely to come back to get more … and to fuel the referral business.
Download The Ripple Effects of Customer Training on Loyalty and Customer Satisfaction eBook today to discover proven ways to retain your customers and bring new ones on board.
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Adobe Captivate Prime – A full featured LMS with a learner-first approach
