Customer training can mean different things to different people. This can look very different at different customer journey stages and life cycles, from awareness to advocacy. Yet this training has many purposes that can help a company ultimately improve sales, achieve healthier retention rates, and ultimately have a stronger baseline with less expense. Why does it matter though? The money was already collected, and it’s on to the next customer, isn’t it? So why should resources be allocated to customer training?
sales have changed
The business model has changed these days. Primarily, there is a lot of competition out there and transparency in pricing and features, making it just as important to get new customers as it is to retain existing ones.
In addition, since customers have more options when choosing your products and services, they also have more power, so think a little more about the overall experience to entice them to visit and buy your product. You need to come with conviction. Part of this comes from customer training, so the customer feels empowered and knowledgeable about the product they are about to buy.
How Training Clients Help With Sales
Part of the onboarding process is to provide a certain level of training. The more comprehensive the customer training, the more engaged the customer will be with the product or service. They will use it more frequently, to the point that they will become dependent on it to help them with their daily activities and grow their business. This type of empowering training helps clients very quickly become internal advocates with their current company as well as through word-of-mouth actions. No matter how great a product or service is, eventually it will need social proof from customers who are fully equipped to know how to use it.
Having the right training and resources on hand and readily available to the customer will ensure customer training and overcome the initial learning curves and barriers that can come with using something new. In fact, with a more educated customer, it will make upselling much easier, as customer training allows users to become experts and eventually come up with the additional features they need to enhance their already positive experience. .
How Customer Training Helps With Retention
The training doesn’t just stop with the onboarding part. These days many companies are offering certificates for customers who take a series of courses, and they are able to proudly show off their level of expertise on those particular products or services. This will make these customers continue to use the product more because of the amount of time they have devoted to it.
This can be done through the system or as part of a healthy marketing campaign for existing customers. Your customers will not only be retained, but it can also lead to upsell opportunities at the same time as the customers already find the product or service relevant and useful.
it builds a community
It’s a key that often feels good. When you build in the right kind of customer training, whether through a comprehensive approach or even through a certification, it seems that some people have an inherent need to be able to teach what they know to others. It starts with creating and fostering a sense of community online where the right businesses will open up social media communities and create platforms specifically for users to engage with each other and answer each other’s questions.
Customer training only helps engage and empower users to freely share their use cases. Someone may be training and have a question about a particular feature, while someone else may have an answer that helps resolve the situation. Customers Helping other customers is a win-win for your business because these types of customers usually turn into advocates for your business.
On top of the sense of community, you are basically providing customer support to your customers related to your product or service. This means less need for dedicated customer support staff as the community builds a high level of authenticity and knowledge bank through its active communication.
You can even promote community leaders from your own pool of customers if they’ve taken a substantial part of the customer training you’ve developed. This leads to a hybrid advocate who is there to advance your branding, product or service while being available to answer any and all questions.
Provides customer training feedback
The last area that helps is customer training through the feedback loop. Any opportunity for a high level of engagement with your customer is a great place to get honest feedback about what to do better. Is more support needed? An advanced feature? More Competitive Pricing? Whatever feedback you have on your product or service, it basically ends up being a navigation point to work with because it is coming directly from your customers.
Once those issues are heard and resolved, you can then go back to the customers and take action with the message that their feedback has been heard and implemented. This can lead to extremely loyal customers who feel that the company is authentic and cares about its customers. Higher retention means more advocates, which means better sales.
You also get a high level of satisfaction from each and every customer, and it all starts with customer training. Don’t just provide FAQs and one or two videos on each module. Instead, build the customer training that makes the most sense based on the user personas you’ve developed. This precise and specific approach to customer training will help deliver maximum profits as it will allow customers to find immediate success with the new product or service you have received. Don’t wait any longer and either work on improving your existing customer training platform or build one from the ground up.