Let's Know About the Top 6 Best Strategies for Creating Customer Education Content: Hybrid Workforce
In this blog, you will learn how a new-age hybrid workforce demands the change in learning content strategies for L&D departments. By creating an adaptable learning strategy - your customer training program can stay progressive for the long run.
All of us know about the importance of best strategies for creating customer education content. If you implement best strategies for creating customer education content in your customer education program then you will get more impactful result. So let's learn which are the best strategies for creating customer education content.
Also, the factors about how enabling a learning management system (LMS) in your content distribution strategy can become your access to wider audiences. Know the best strategies to create your learning content through - 6 best strategies for customer education content creation.
You can also download this free blog for later touchpoints in your content strategic stage with your L&D team and project managers.
To give you an outlook of how dedicated SaaS companies are in structuring their future hybrid work model, Here is how Hubspot is planning to manage its new hybrid workforce:
From January 2021 they allowed employees 3 work options.
- From the office: You come into a HubSpot office 3 or more days per week. You have a dedicated desk for your laptop, monitor, family photos, and anything else that makes your workplace truly yours.
- The Flex: You come into a HubSpot office 2 or fewer days per week. When you come to the office, you’ll be allocated a “hotel desk”, which will be organized by the team when possible.
- From home: You work the majority of your time in a HubSpot-approved entity.
Why mention all these plans & timings?
1. Customers are changing their work environment.
2. Access to remote working support.
Here Are the Best Strategies for Creating Customer Education Content: Hybrid Workforce You Can Use.
1. Adapt to Blended Learning
Creating a learning experience for a hundred thousand people and million-plus learning items and planning to execute it in a personalized way is not an easy task. Moreover, if it is not deployed at the right time for the right person - your entire efforts and time spend on curating content becomes useless.
“Our leaders are building their strategies to connect to those who are better & faster in building digital content & give our people access hands-on.” -Simon Brown (Chief learning officer, Novaris)
To create a variance of learning content in the age of the hybrid workforce, you need hands-on learning solutions to cater to your different sets of customers.
Here’s why the only 1:1 learning in your L&D course deployment might not be the best strategy:
- 60% of SaaS companies are adapting to remote culture post-2021.
- 16% of employees in Top SaaS companies prefer WFH to in-office.
- 91% of remote job posts grew on Linkedin post-March 2021.
It is not that 1:1 interaction or classroom learning won’t be of any use shortly. Many companies believe that L&D courses are best catered to once they are deployed in person.
Also, an employee retains at a higher level when they are in a classroom environment. But, not to forgot how times have changed the entire corporate working paradigm - Your L&D needs blended learning courses to execute your customers where ever they are.
What is Blended Learning?
Blended learning is an approach to educate your customers with both online learning materials & traditional classroom methods inclusive of online interactions. It requires a physical presence of a student & a trainer, with some elements of student control over time, place, and medium.
Benefits of Blended Learning (Companys’ Perspective)
- Reduced 1:1 Training Courses Cost (Travel, accommodation, and printed training material) .
- Better learner engagement: Online gamification and webinars.
- Greater ROI.
- Easy to track learners’ training completion or pending status.
Benefits of Blended Learning (Learners’ Perspective)
- Self-paced learning: Convenient & flexible for remote learners.
- High comprehensive understanding: According to academic research.
- Social learning is supported: Interaction with trainers, instructors, and fellow learners.
2. Enable LMS - Planning, Development, and Distribution (Continuous L&D model)
If you have a hybrid workforce - you need to update your distribution model. You need a continuous adaptive strategy that applies both for remote workers and office ones.
Typically, the customer training program is owned by a single team - The customer success team. But, that doesn’t mean that other teams shouldn’t get involved.
Planning out a combined effort to deploy your customer education content covers each area of how well you know your customers. As an example:
- Customer success team: creating course content while developing & managing the LMS.
- Sales team: Subject matter experts & customers insights.
- Customer support team: Improvement through customer insights.
- Design team: Course design creation.
How LMS becomes a need in a Hybrid environment?
- Single-channel distribution for different working environments.
- Curate diverse learning content for specific training through AI support.
- Self-paced learning programs designed for different working profiles.
How you will create your learning content depends majorly on how you distribute it. So, updating your distribution channel will ensure that your remote learners don’t feel left behind & envision their career progression wherever they are.
3. Update Your Content
It real tricky to understand sometimes what type of content would be best for your customers. Therefore, it’s best to create a content audit to identify where your organization’s content strategy stands.
Start by asking few questions:
- What type of training resources are we currently giving our customers?
- What teams are involved in the customer training process?
- What tools are we currently using to train our customers?
- What is our internal data telling us?
- What are internal teams and our customers saying about the training program?
After you create a full content audit basis on such questions - develop learning objectives. When you have an overall goal in your online training strategy, you can easily plan out training courses that will have a definitive outcome for learners as well.
Researching and planning your learning content on basis of customer-centric goals helps your organization in the long run. From curating and streamlining training courses to defining KPIs, it is the stage that will boost your chances of getting the training right.
For example, if you are training your customers on how to use your emailing software, the objective of your course could be that the customer can add a CSV email list to your system.
In simple terms, one objective is that a customer can build a course using our provided solution. This sounds simple, but it makes creating your training courses much more straightforward.
From here, you can now branch out your content in form of slide decks with images, creating course PDFs, and other easily build text to image formats to help customers develop their skills easily.
You can also use videos using tools like Camtasia or a fully fletched content authoring tool. Because it’s good to develop a mix and match content type to cater to different customers’ choices.
A good LMS can provide you to add multiple content formats into your courses. Also, by doing this you will keep your learners engaged.
Don’t forget to dig into the resources you already have - you have a gold mine already. It can be an eBook written by your marketing head, or decks handed out by your sales guys, or even internal guides. Take a keen look at your current assets to check if the content fits for repurposing into training courses.
4. Be Accessible to a Wider Audience
Many SaaS companies are opting for freemium membership of their education program to reach the broader new customers and existing audiences. Beyond boosting customer engagement, this strategy also helps generate brand awareness during challenging times - goodwill in social impact.
Also, make sure that you employ the right technology while curating your content strategy so that you can scale, improve and repurpose your training impact later on.
For example, Moz, a marketing analytics software company, offers free courses on its training academy to help marketers and other contributors to develop & improve their search engine optimization (SEO) skill sets. By scaling training programs on such a level, Moz is immensely broadening their impact of training impact.
5. Stay Updated
Since Covid-19 has hit, industries have seen an increase in remote work demand. Some SaaS companies are adapting to use technology to curate their hybrid workforce training content and some are still managing flexible classroom schedules as an L&D course deployment option.
But, those companies who opted for online learning are now understanding the value of updating & the scope of engagement. Customer trainers and instructors are becoming proactive in seeking to understand the changing needs via 1:1 interview, zoom meeting coffee hours, and product & service usage analytics.
Once you keep all your ears up, building a learning content strategy for your training programs becomes an iterative process. Don’t get de-motivated if your training program is not deployed on time, or friction points coming now and then, or even you feel that this is not good.
Remember, no training program is perfect, that’s the best thing - It is a continuous process of improving.
The rule of your training program must focus on what is most important for customers? What are they finding value in? Keeping your approach in such a mindset will make the entire process more achievable and will allow you to improve while adding more value for your training courses in the long run.
6. Your Minimum Viable Product (MVP)
The changing speed of L&D courses delivery and development caused many SaaS companies to align their focus on their minimum viable product (MVP).
In practice, it is the most authentic and impactful development strategy to curate your learning content around your high product value.
To create and distribute valuable content - companies are experimenting with new formats like videos and image-texted resources to put out their message as clear as possible.
Educating customers is a continuous process once you understand the seamless results it gets as an experience for customers.
Friction within the training process is likely to happen in each & every training program. And, setbacks are meant to let you restructure your entire process, but re-creating through tools & strategy will evolve your entire organization dynamics.
To ensure your learning content is helping your customers to understand your products & services better - Bring a learning management system (LMS) as a tool to hammer & shape your content strategy according to customers’ needs. Employ the pioneering in learning technology to retain & delight your customers now.