Often in businesses, one's worst enemy is itself. This is mostly true when a new product is launched in the market and is foreign to the users. With teams and members knowing the product/service almost inside out since they spend weeks, months, or years designing and developing it, they often forget that the consumer has no or very little idea about it.
In such an instance, customer education becomes vital. Without offering the consumers the right customer education platform, the chances of the product failing to make its mark is exponentially high. In this article, we will discuss the customer education program, the 5 effective key reasons to invest in Customer Education, and the benefits it.
What Is Customer Education?
The processor discipline in which a company teaches its customers ways to find value and use the product is customer education. Even before sales, now companies are investing in customer education to equip the buyers about the product. The process ensures that the customer gets the most value of the product/service over time.
In the present day, the technology for customer education has become a central factor in which the materials are delivered through webinars, chats, chatbots, virtual classroom sessions, etc. But it is not about the specific action you take on how you educate your customer. It does involve all these, along with the overall progress of your brand and business.
The next section will discuss 5 effective key reasons businesses should invest in customer education strategy.
5 Effective Key Reasons To Invest In Customer Education
Historically it has been witnessed that companies who offer average and middle-of-the-pack products and services are hesitant in educating customers. Of many reasons, the most often misnomer is that a knowledgeable consumer will look for different options and leave the product you are offering.
On the contrary, when you offer to educate the customers on the products/services you offer, the consumer is more likely to trust the company. Studies have shown there is enough evidence in which customer education strategy influences the customer's buying decision while decreasing the customer churn.
You should invest in customer education for several reasons if you want to have a future-ready business. 5 effective key reasons to invest in Customer Education are the strategies which you should drive in the customer education marketing and forming a platform for it is as follows:
1. Increased Brand Loyalty
Despite the belief that educating the customers makes them less loyal to your brand, nothing could be farther from the truth. When you empower your customer with the knowledge on how to use your service/product, give them insight, you are adding value to the product.
They will be equipped to utilize the product/service to its full potential and draw them towards it instead of pushing them away. By educating the consumer and increasing their knowledge, a company is building something vital, which cannot be made or bought, i.e., trust.
According to the researchers, trust is the key differentiator that helps a brand or company stand apart and edge over its competitors.
2. Increase The Purchase Rate
Researches have proved a link between an increase in product/service purchase and customer education substantially. An article titled Consumer Education Produced High ROI revealed that consumers who got the consumer training are:
- 94% more satisfied with the purchases they make
- 93% likely more to refer the product and share their experience about it with associates
- 29 times more to buy the product than those who got the information from the media ads alone
- 5 times more likely to buy the service/product rather than when reached by direct marketing alone.
The figures itself reveals that investing in customer education platform prove to be quite beneficial for a company.
3. Forging Long-term Relationship
When you have the loyalty and trust of your customers, you have built a strong relationship with them. With a customer education program, you offer an additional service or value that the customer will appreciate. This will also allow them to open up to you about their pain points about the service/product, thus becoming a key contributor to your improvement.
So, when you engage with them with customer training service and keep them updated with the latest information, you are building the loyalty and trust to support them and hear them. This eventually leads to less churn and easy onboarding of customers.
4. Position Yourself As Market Leader
By engaging your customers with a customer training program, you are willing to showcase your expertise while maintaining transparency. This leads to you having the ability to create a large consumer base. You share the industry-specific knowledge, where you offer guidance and advice that can convert visitors to consumers.
As a result, you can position yourself as the market leader in the industry with a strong follower base.
5. Increase Cost-Efficiency and Quality
When you invest in the technology for customer education, you are offering proactive solutions and training. This can help the customer support team to work on complex issues rather than mundane troubleshooting ones.
With the customers contacting the customer services less, your frontline customer care staff is free to work through the feedback loops that can help in improving the product/service. The process eventually increases the quality of work and product while making the service cost-efficient.
With any business having customer satisfaction in the center to become a successful one, investing in customer education strategy and empowering them will not only increase the loyalty, engagement, satisfaction, and trust in the product/service but eventually the ROI of the business. Thus companies must invest in customer education training programs.
When one implements the customer education program, the company must ensure the material and training are understandable, easily accessible, and available when needed by the consumer. It is the product/service training that can make or break the product by enhancing the user experience.
It would help if you also were mindful of creating a solid customer education program. It can be achieved when you invest in the content, offer hands-on training, and understand what your customer wants. Play on your strengths and work on your weakness when developing and investing in a customer education program. Some of the purpose build software like CXcherry can be used to deliver successful customer training organization-wide.
I sincerely hope you find our blog post on "5 effective key reasons to invest in customer education" useful.