Let’s suppose your company has created a product that is competitive and in fact, it’s among the top products in the market right now. You have also prepared your sales crew to promote it as effectively as possible which resulted in customers purchasing your product. But what happens next? Do your clients understand the use of your product? Are they able to use it to its fullest capacity for the best results?
Until now, customer education didn’t receive a lot of attention. As a result, businesses that created more inventive and technologically advanced products, ended up with their customers scratching their heads, unsure how to use the product or where to start, increasing the need for your support services. Customers need to be educated on what they are purchasing so they know what they are getting and they know how to use it. Your customers aren’t going to be able to appreciate your product or service’s full value if they don’t know how to use it or its benefits.
Customer education is a process of giving your customers the skills and resources they need to benefit as much as possible from what you are providing. Let’s take a look at a few reasons and understand why customer education is vital to any business:
- Customer Engagement and Satisfaction
The educational activities that are included after customer onboarding help your clients to use your product at its fullest potential. This knowledge significantly decreases the questions about products, customer churn, and product returns. The onboarding process is a key factor in long-term customer engagement and satisfaction.
- Increase Revenue and Decrease Support Costs
With a program focused on customer education, a company can increase sales while cutting down on expenditures. According to a survey by Intellum-Forrester, the most successful firms witnessed a 40x greater increase in income and a 36x greater decrease in support expenses than the less successful companies.
- Better Customer Retention
Formalized customer education programs have some major direct advantages for a company, according to the same research by Intellum-Forrester. The research stated that having a customer education program in place raised bottom-line revenue by 6.2 percent, increased customer retention by 7.4 percent, and reduced support costs by 6.1 percent. This shows how customer education and customer retention go hand in hand.
- Enhance Customer Engagement and Loyalty
Customer education enhances the experience with your product, increasing customer engagement with your business. Naturally, people engage more with brands they like and trust.
Customers will be more inclined to renew or buy your goods as a result of their improved engagement. Additionally, they are more likely to tell their friends and coworkers good things about your business. As a result, the life cycle of customers engaged in word-of-mouth marketing gets created, bringing your product in front of potential customers who already have trust in you.
- Makes You A Trustworthy Brand
Customers are more likely to trust your brand when they are supplied the tools to find useful information about your goods and services. They appreciate your professionalism and are aware that you have their best interests at heart.
One of the most successful strategies to convince customers to buy and grow sales is to provide great upfront educational content and ongoing customer support. This can be done all in one place by an education platform that allows you to provide resources your customers need, as well as track their progress, thus allowing you to see what they are struggling with and how you can change your approach to engage with them better.
Whether you choose to use a platform or incorporate the above steps into your customer-education strategy, you should see your business increase and grow, because customers are at the heart of what makes any business successful.
