Top 9 Ways to Improve Customer Learning Experience
Author: Minal GhorpadePosted On Jun 30, 2023 | 9 Mins Read
How do businesses see the customer learning experience? Reactive, proactive, transactional, traditional, or something that needs to be looked after daily?
In today’s fast-paced and ever-evolving business ecosystem, businesses are constantly on the run to stay ahead of the competition. One key aspect that has gained significant importance and changed the game of the customer experience (CX) quotient is the customer learning experience.
Companies that prioritize designing an exceptional customer learning experience are reaping the rewards of increased customer loyalty, satisfaction, and, ultimately, business growth.
Here is a classic example of how businesses deliver exceptional customer learning experience:
Tesla provides an exceptional learning experience to its customers through its online resources and user community. The company offers comprehensive documentation, instructional videos, and forums where Tesla owners can learn about their vehicles, troubleshoot issues, and share their knowledge with other owners.
This community-driven learning experience fosters a sense of belonging and helps customers become more knowledgeable about their electric vehicles. It indirectly plays the role of marketing personnel by sharing information with other interested buyers.
You will be surprised to know what topped the list of 1,920 business professionals who were asked about their top priority for the next five years.
Why Customer Learning Experience Can Change a Lot for Businesses
Many organizations fail to recognize the direct correlation between customer learning experience and employee learning experience. A company that invests in both its customer and employee learning experiences can unlock the transformative power of synergy, positively impacting both its customers and employees.
The customer learning experience and employee learning experience are two pillars that can foster the learning culture for an organization to drive better business growth
Grow Fast or Die Slow
As per a research study by Forrester, companies that prioritize customers have higher revenue growth than those that don’t.
Given the kind of difference customer learning experience can bring to a business, Harbinger recently hosted a Power Hour, ‘Designing Customer Learning Experiences to Drive Business Growth.’ In this webinar, eLearning industry experts spoke about how the right focus on customer education can help retain and engage customers and, at the same time, drive product usage and adoption.
Hosted by Anuj Pillai, Associate Director, Business Development, Harbinger Group, the Power Hour was joined by Master Viku, Head of Alliances and Solution Architect, Adobe, and Avinash Lele, Chief Growth Officer, Harbinger Group. The following are the key takeaways from this interactive roundtable discussion:
- Customer learning experiences when designed right, can drive business growth.
- Using content and technology, one can design scalable personalized customer education solutions.
- Technology can be used to design end-to-end CX.
- Linking CX to value: Design CX transformation to speak directly to business benefits.
If you want to delve deep into how to design a unique and effective CX before, during, and after providing the services, tune in!
“Experience is at the heart of growth.”
- Avinash Lele, Chief Growth Officer, Harbinger Group
9 Best Practices to Enhance Customer Learning Experience
1. Analyze Customer Needs
Gain a deep understanding of your customers’ specific training requirements, goals, and pain points. Conduct surveys, interviews, and feedback sessions to gather insights and identify areas of improvement.
2. Develop Tailored Content
Customize training materials and resources to meet the specific needs of different customer segments. Provide relevant and practical examples, case studies, and real-world scenarios that resonate with your customers’ industry or role.
3. Use Various Delivery Methods
Employing diverse training formats to cater to different learning preferences is a win-win. Combine traditional methods like classroom-style sessions with digital formats such as online courses, webinars, video tutorials, and interactive eLearning platforms.
4. Provide Self-Paced Learning Options
Offering self-paced training modules that allow customers to learn at their convenience is a great move. This flexibility enables them to progress at their preferred pace, revisiting and reinforcing concepts as needed.
5. Gamify the Customer Learning Experience
Incorporate gamification elements into your training programs to enhance engagement and motivation. Use leaderboards, badges, challenges, and rewards to encourage participation, track progress, and create a competitive yet fun learning environment.
6. Offer Continuous Support
Ensure uninterrupted access to resources and support beyond the training sessions. Provide knowledge bases, online communities, discussion forums, and dedicated customer support channels to address concerns, answer questions, share best practices, and facilitate peer-to-peer learning.
7. Personalize the Learning Journey
Leverage technology to personalize the learning experience. Use data analytics and customer feedback to identify knowledge gaps and recommend targeted training modules to ensure each customer receives relevant content that aligns with their skill level and interests.
8. Foster a Collaborative Learning Environment
Encourage customer interaction and collaboration through group activities, forums, or virtual workshops. Facilitate networking opportunities to enable participants to learn from each other, share experiences, and build a community.
9. Measure and Evaluate Effectiveness
Continuously assess the effectiveness of your training programs through feedback surveys, assessments, and performance indicators. Gather insights on customer satisfaction, knowledge retention, and the impact of training on their success. Use this data to refine your training approach and make data-driven improvements.
Implementing these customer learning experience best practices can elevate your customer training initiatives, enhance customer satisfaction, and drive better customer outcomes.
Technology to Transform Customer Learning Experience
Customer learning is a process in which customers change their behavior after gaining knowledge or experience. With well designed CX, your customers can swap roles and become your partner, or reseller, or even a great marketing person with word-of-mouth marketing.
As customer learning experience can generate long-term as well as short-term dividends, it brings along a plethora of benefits such as:
- Increased value proposition
- Enhanced customer engagement
- Reduced customer costs
However, it is vital to carefully choose technologies to take advantage of the benefits of delivering a great customer learning experience. Quite a few technologies are available that can take the customer learning experience to the next level. For example:
Adobe Learning Manager
Adobe Learning Manager is a digital platform that helps train employees, customers, and partners. It is an LMS which gives the freedom to design education programs that help businesses rapidly onboard new customers and add pace to product adoption.
Adobe Learning Manager also helps deploy deep insights into customer learning patterns to drive more effective marketing campaigns and improve customer satisfaction. It offers features like:
- Developing on-brand, self-service portal
- Making eLearning personal and engaging
- Creating actionable customer insights
Customer learning plays a vital role in the overall success of a business. When customers are well-informed and at ease with using a product or service, it gets easier to solve customer pain points, upgrade products, and achieve higher engagement and customer satisfaction.
Creating a high-quality customer learning experience is an important aspect of designing a great CX and improving the ROX, i.e., Return on Experience.
If you would like to learn more about creating an extraordinary customer learning experience, drop us a message at firstname.lastname@example.org.