We’re back for Part 2 (of 3!) of our discussion on Peter Honebein‘s book, “Strategies for Effective Customer Education“. If you haven’t listened to Part 1, check it out now. We pick up the thread and continue exploring:

  • Intuitive product design and user experience
  • The “art of the possible” and gap analysis
  • How to connect with our customers
  • Crossing the chasm!
  • Correcting consumer misconceptions
  • How to look at the customer journey
  • Product systems and customer support
  • How to integrate customer education into a product

Part 3 is coming soon and we’re moving quickly towards our 100th Episode!

A rendering by DALL-E 2 of Customer Education in the 90s

The clock is winding back, once again! On a previous episode, we covered Claudia Gaillard Meer’s book on Customer Education from 1984. And now, we’re jumping forward in time 13 years to the year 1997. And we rejoined the state of customer education with the book “Strategies for Effective Customer Education” by Peter Honebein

Some highlights from this episode:

  • Customer Education is one form of Customer Education, but it’s not the only form.
  • Customer education has never truly gone away, it’s just been renamed.
  • What does customer education mean in this time period?
  • Why sales and marketing has less of a role in customer education today than in the past.
  • Customer education as a means to stimulate sales.
  • Customer education is only helpful when it’s about lacking knowledge or motivation.
  • The importance of customer education and how to measure it.
  • What if it’s not about your desire to use the product? Is it extrinsic or intrinsic?

Stay tuned for Parts 2 and 3 (yes this is a long one) for even more insights!

Back to the Future via DALL-E 2

This episode is a continuation of our discussion of Claudia Gaillard Meer’s 1984 work on Customer Education. Customer Education has been around for at least 40 years by now, so we continue our conversation – what’s new? What’s not new? Enjoy Part 2 of two deep-dive discussions where we consider the past, present, and future of Customer Education. 

The future of Customer Education? DALL-E seems to think so …

It’s 2023! Dave and Adam share predictions for the coming year – what are the big trends to watch, and what are the ones that might not pan out? We’ll share our predictions and trends. But first … we’re counting down the top episodes of 2022 and sharing our learnings, including how we’ll use them to inform our future programming.

Happy New Year from Dall-E 2 and CELab!

It’s the end of 2022 and we’re recapping the year with reflections on what we, and our peers in the Customer Education world, have learned. We start by hearing reflections from Customer Educators around the world about the biggest thing they learned in 2022, and then Dave and Adam share personal reflections about what we’ve learned this year as well.

Dall-E’s rendering of Customer Education in 1984 (“Spert“)

Customer Education is, as Dave Derington says, “Both new and not new”.  We review the book, “Customer Education” by Claudia Gaillard Meer and take time at the end of 2022 to reflect upon what has changed and how this practice – often thought of as adjunct to Customer Success – has resurfaced and is now ready to help organizations achieve scale.

We can trace the origin of the phrase at least back to 1984 – nearly 40 years ago!  What’s new? (And … what’s not new?) Why did Customer Education not become a standard practice throughout our market?  This is Part 1 of two deep-dive discussions where we consider the past, present, and future of Customer Education. 

Image created by DALL-E

In Late 2022, businesses in the Software-as-a-Service (SaaS) market have felt the impact of an economic slowdown. Many of us – both leadership and teams – feel that in different ways. For leaders … fewer resources means doing more with less is crucial. For individuals, we may find ourselves scrambling to connect our value to the bottom line.

Customer Education can be an effective tool for SaaS businesses in such times. Customer Education programs affect scale via on-demand / one-to-many plays. We think that now is one of the best times to invest in your program strategy.

For the individual Customer Education professional, now is the time to sharpen your pencils and seek ways to provide return on investment, or even better, known impact on Key Performance Indicators and things that matter to the business. If you find yourself on the outside seeking work, we also talk shop about tactics you can use to find your way to a new and better role.

Photo by Axel Vazquez on Unsplash

Video. It is often the go-to for many of our customers, and for good reason. Some stats from TechSmith, “83% of people prefer watching videos to accessing instructional or informational content via text or audio”.

Enter, Michele Wiedemer, who’s career has spanned partnerships with companies such as TechSmith and taken a winding journey to position her as an expert on Video for Customer Education. In this episode we spend time breaking down the caveats and nuances in building your video library. Both at scale, and using 3rd parties! Tune in to learn about:

👉 Michele’s video creation process

👉 Michele’s perspective on outsourcing (from both sides!)

👉 Some things to consider for a successful outsourcing engagement, some potential challenges, and more!

Photo by Slidebean on Unsplash

Customer Education is an increasingly important tool in a Software Exec’s toolkit. As programs grow and mature, we sometimes have a “seat at the table”. Wise B2B SaaS Execs will ask you questions such as, “What’s the ROI of your program?”  Are you prepared to answer?

In this episode, we talk shop with Jasonda Desmond. ROI – Return on Investment – simply means that our programs have business impact.  Just what does that actually mean in the context of Education in SaaS businesses?  Well, Jasonda will help to translate the language of educators (Kirkpatrick Model) to the impact it has on business. We’ll talk about metrics such as “Time to First Value”, Product Adoption, (Support) Ticket Deflection and much more.

>> Episode Note: Please note that this episode was recorded on June 3rd, 2022 as a part of a live episode of Working Out Loud. <<

Photo by Shubham Sharan on Unsplash

Many people ask exactly how Customer Education can drive Revenue, reduce Churn, decrease Support tickets, and much more. Is it magic? Is it secret technology?

Nope. It’s actually not. It’s Calculus.

Seriously.

In this episode we’re going to talk with Niyati Shah about “The Area Under the Curve”. The point? All the little activities that we do – across departments and teams – that, if added up – make a mountain out of a molehill.

One training won’t do. Have you heard the term “Everboarding”? Yeah – that’s in here too.

Join us as Niyati and I geek out on Customer Education tech and show how you can drive some massive numbers