Why Is Customer Education Necessary For Delivering A Service?
Why is Customer Education Important? – Customer education is critical as it helps create a long-lasting relationship with new and existing customers. Through purposeful training, you build trust and instill trust in your target audience. But there’s more to it.
If you want to change how people perceive your brand, you need to distinguish yourself as the leading educational voice for your industry. What is your initial thought behind your product or service? What is your scientific background? Sharing educational messages will dramatically increase the likelihood of people making a purchase.
You also successfully target a much broader audience, creating an eagerness for people to buy your existing or new product. A successful customer education program can significantly impact your business, including increasing customer satisfaction scores, reducing support costs, improving product adoption, driving lead generation, and growing upgrades.
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- 1 Why is educating customers important in services?
- 2 Why is consumer education 5 important?
- 3 What is the role of education in service sector?
- 4 What is the role of education service?
- 5 Why is it important to know your customers information?
Why is educating customers important in services?
Your customers expect a lot from you. And rightly so — there is plenty of competition out there, and your company needs to stand out. So how do you give yourself that competitive edge, increase the value of what you offer to your customers and get them excited about your company? You teach them.
Consumers are 131% more likely to buy from a brand straight after they engage with early-stage, educational content, It’s a compelling statistic that reveals just how important customer education is. To win customers and keep their loyalty, you must exceed their expectations in solving their problems.
Customers want quality and convenience, and to be able to understand how to use your product or service as quickly and efficiently as possible. Customer education is ideal for meeting these expectations. What is customer education? Let’s start with a quick definition.
- Simply put, customer education is enhancing your customers’ knowledge about your product or service, to help them achieve value faster and better scale user growth.
- It’s giving customers a unique experience by informing them about the value, functionality and characteristics of your product or service.
You might know everything there is to know about your product or service, but your customers won’t! With the right information, customers will be able to make more informed purchases. Why is customer education important for your business? Cate Trotter, founder and Head of Trends at Insider Trends, predicts that the future of the ever-changing retail landscape will revolve around engagement, discovery, education, and inspiration.
- These factors all add value to the customer experience, and the better the experience, the more you will attract and keep customers.
- Here are some reasons why customer education should be a priority for your company: 1.
- Competitive edge Two thirds of companies compete on customer experience, and 73% of people say that customer experience is a deciding factor when making a purchase.
Customer education boosts your overall customer experience by improving customer satisfaction and loyalty, as well as reducing customer churn and product returns. Customer education helps you stand out from the competition by positioning you as a market leader.
By converting visitors into customers and creating a larger follower base by offering industry-specific knowledge, customer education works as a valuable content marketing plan.2. Quick adoption 73% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service.
Having on-demand educational content is a great way to demonstrate this, as it allows customers to deepen their knowledge at their own pace, when and where they want to. Plus, customers have most likely already spent time and energy researching and will want to get up and running quickly.
- Depending on the format you use to create customer education content, you can quickly refresh the content when information needs to be updated, making it easy to keep your customers up to date.3.
- Boosts customer service and interaction Having easy access to customer education allows customers to quickly build a positive relationship with your company.
Effective communication around your products and services builds trust with your customers — the more useful and specific the information you provide to customers about how to make the most of your products, the more likely they are to trust your company’s integrity and buy from you again.
- Having that customer trust from your customer education will boost their confidence and speed up the adoption process.
- Customer education is a great method to address the all-important FAQs that customers have.
- Once those are answered, the interactions you do have with customers are better quality, where you can talk more in-depth about their needs and wants.
How to incorporate customer education into your business There are many ways to incorporate customer education into your sales funnel, and it’s important to find the right style for your company. Here are some of the ways that companies we admire have successfully implemented customer education.1.
- Blogs and articles Blogs and articles are a great way to educate your customers with valuable and engaging content.
- They help nurture and retain customers, as well as grow demand and interest in your products and services.
- IKEA does a great job of this with their product guides, covering topics that are interesting and relevant, like sustainability and how to make furniture live for longer.
Related products are peppered through the articles, showcasing the value their products have without really having to explain it. In this way IKEA ties customer education and sales enablement closely together, inspiring creativity in customers — then providing the relevant products straight away. Another brand that successfully uses blog posts to educate their customers is Joseph & Joseph, who publish recipes on their website, to complement their kitchen products. The recipes are really engaging, combining colorful images with video, and like IKEA, provide an option for customers to add the products mentioned in the recipe to their online shopping basket. 2. Videos and recorded screen captures Some products and services are less self explanatory than a Joseph & Joseph colander. A more technical product, such as software, may require a more specific or demonstrative approach. Canva’s video tutorials with the Canvas Design school walk you through certain features and different Canva use cases.
- Using colorful graphics and illustrations, these videos make technical features easy to understand and provide inspiration on how you can use the product.
- In fact, 94% of marketers say video has helped them increase customers’ understanding of a product or service.
- So if your product or service is best learned by way of demonstration, video could be the right option for you.3.
Webinars Need to dive deeper into more advanced topics regarding your product or service? Webinars could be the way forward for you. They are effective for several reasons — they allow you to engage with your audience for longer periods of time than a five minute video or a blog post.
They provide you with a chance to ask questions to your audience, gather feedback and understand better how best to serve your customers. Your audience can voice their opinions, chat, ask and answer questions, which increases customer intimacy. Plus, 73% of marketers consider webinars to be a great source of quality leads.
Conversion rates for webinars are often way higher than for other content types, converting between 5% and 20% of viewers into buyers. Webinars also position you as an expert in your field. If someone has registered for your webinar and set time aside to attend, then they are willing to listen to what you have to say. 4. User generated content User generated content is a highly effective strategy, because it gives people an authentic view of your business while using customers to grow your visibility. User generated content is any form of content voluntarily created by a consumer or end-user.
- Think of it as online word of mouth.92% of consumers turn to people they know for referrals above any other source, so user-generated customer education can have a huge impact on the success of your company’s inbound marketing.
- Glossier is a prime example.
- The popular make up brand describes itself on instagram as a ‘people-powered beauty ecosystem’, which puts customer education at the heart of their strategy.
Glossier has over 500 consumer ambassadors, who create their own content about Glossier, celebrating their stories and sharing how they express themselves with Glossier products. These ambassadors allow Glossier to put their brand in front of influencers’ audiences, who normally already have a large social following. 5. Virtual try ons The virtual try on is more than just a pandemic trend.70% of consumers report difficulty when trying to find clothes and accessories online that fit, and returns are a $550 billion problem for businesses. But customer education can help reduce that by helping customers to visualize products on themselves.
In 2021, we partnered with Fossil watches to create a Wear OS by Google smartwatch virtual try on. The online experience we created had two facets: Users could try on a watch of their choice via a customizable wrist-builder on desktop or via their mobile device. Customers could build a wrist that represented their own using multiple variables, including skin tone, gender and wrist width.
There was also an interactive replica of the OS that allowed users to freely explore the features and apps available. Over 75,561 visitors to the website used the customizable experience. With the use of AR, you can educate customers, particularly when it comes to products that are chosen on a personal, size, and fashion-led basis, and where relying only on static images or lifestyle photography isn’t enough. If you want to level up your customer experience, customer education is the place to start.
It adds value to your brand, helps you engage and understand your customer base better, leads to faster adoption, and ultimately showcases you as a trustworthy expert in your field. Customer education is multi-faceted and takes many forms, so whatever you sell, you can find the right formats for you.
Get in touch to find out how we can elevate your customer education programs.
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Why is it important to know the advantage of customer education?
Summary: Customer education helps to inspire customer loyalty by building trust. As you educate your customers, they find new and better ways to use your product. They’ll know which features to use and how to use them. They learn tips, tricks, and best practices that provide them more value!
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What does it mean to educate the customer?
What is Customer Education? – Customer Education is content designed to onboard, engage, and retain your new and existing customers that’s delivered in a programmatic fashion via in-person and on-demand channels. Customer education is sometimes also referred to as customer training.
- A complex product that users must learn before obtaining value;
- A product that requires users to change their existing behavior, processes, or workflows;
- A diverse user base in terms of needs and roles;
- Products that are updated regularly with new features and functionality;
- A suite of products that could be up and cross-sold; and
- Products that require extensive support.
Depending on your goals, audiences, product complexity, and the knowledge level of your customers, you can deliver customer education in a number of content formats:
- Recorded webinars: Great for providing a walk-through of a product’s interface or when it would be helpful to have a human explain a complex topic.
- Recorded screen-captures: Ideal for sharing step-by-step instructions for complex configurations or processes.
- Infographics (PDF): These are an opportunity to recycle existing marketing content for high-level overviews or fast facts.
- Slideshows: Another great way to repurpose content – in this case, consider uploading content that was previously used during in-person training.
- Quizzes & knowledge checks: These help students measure their level of understanding and can be a great way to keep them engaged with learning content.
Why is consumer education 5 important?
Why is consumer education important – Consumer education has always been important to help consumers make informed decisions and purchases and communicate their rights. Educating customers helps make clear everything from fee structures to return policies on product purchases.
This, in turn, holds brands accountable for their business practices, product quality, and pricing. Consumer education also makes it harder for scammers and bad actors to defraud consumers and steal their money and sensitive information. This is one of the top reasons your brand needs to develop and implement a consumer education strategy focusing on consumer protection.
Online consumerism is still growing at staggering rates, and the changing market can be confusing, and even dangerous, for consumers to navigate. Uneducated customers may fall victim to online scams, which hurt them as well as your brand’s revenue and reputation, so you must educate your customers.
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Why you want to educate your customer through content marketing?
B2B Buying Cycle – Many people believe that very specific educational content will attract a smaller audience. Although this is true, this can actually be a plus for you because it will attract a more targeted audience. Educational can help solve the problems of your readers in all phases of the B2B Buying Cycle.
- This means that your educational content marketing should address the needs of customers at each phase of the cycle to ensure that their loyalty continues even after the purchase is made.
- This is a top priority of the B2B educational content marketing tips.
- Educational content marketing helps to build loyalty among your followers.
They will visit your site frequently to absorb the valuable information you provide. Once they have done the research they need to want to make a purchase, they will come back to purchase from a company they trust. By providing educational content, you ensure that the company they trust most will be yours.
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What is the role of education in service sector?
Education contributing to growth of services sector: Arun Jaitley NEW DELHI: Exhorting students to take advantage of expanding economy, Arun Jaitley today said has become a powerful tool, which is contributing to the growth of services sector. Jaitley was the chief guest at the Convocation of Delhi School of Business, Vivekananda Institute of Professional Studies () here.
Addressing the students, Jaitley also called upon them to work hard in their initial years to attain higher goals than remaining mediocre. “For us in India, education is a powerful resource. It is a powerful resource because the largest contribution to our economy comes from services sector. And in the services sector, the human resource itself has the largest role to play,” he said.
Services sector contribute about 60 per cent to the country’s GDP. Referring to declining population in several developed countries, the minister said the movement of human resource is “an important item” on the agenda of international trade talks. VIPS, affiliated to Guru Gobind Singh Indraprastha University, conducts LLM, MCA, LLB, BBA LLB, BCA and B.COM (Hons), among other courses.
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What is the role of education and system in services?
Social Functions of Education: – Education as social institution, plays a vital role in our society. The function of education is multidimensional within the school system and outside it. It performs the function of socialising the individual for a variety of social roles and development of personality.
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What is the role of education service?
Monitor and evaluate curriculum implementation, use of instructional materials, assessment tools and systems, and recommend areas of improvement in the education and training of learners; Perform any other duties assigned from time to time from higher authorities.
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How does consumer education protect consumers?
Content – Traditionally, the subject matter taught in consumer education would be found under the label home economics, Beginning in the late 20th century, however, with the rise of consumerism, the need for an individual to manage a budget, make informed purchases, and save for the future have become paramount.
- The outcomes of consumer education include not only the improved understanding of consumer goods and services but also increased awareness of the consumer’s rights in the consumer market and better capability to take actions to improve consumer well-being.
- Contents included in consumer education also vary from country to country.
For instance, in the United Kingdom the focus is on the protection of children from the effects of exploitative consumer society, while in the Philippines the emphasis is more on issues related to the more immediate public interest (e.g. boiling water before drinking it, examining sugar for impurities).
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Why is it important that you know and understand your customers needs?
Know your customers better because only they can help you get more lead and more business. Understanding customers is the key to giving them good service which in turn results into strong customer relationships and new sales through positive word-of-mouth recommendation.
- However, understanding the customers’ psyche is not easy and most often requires a thoughtful analysis to identify their preferences or purchase patterns so that you can anticipate their needs and exceed their expectations.
- In what holds further is a list of six easy ways to understand your customers better.
Read, comprehend and imbibe them in your working approach to engage with the customers better and ultimately sell them more.
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Why is it important to know your customers information?
Knowing your customer is key for any business endeavor. Successful business owners understand what their customers want and the most effective way of making their product or service available. The depth of knowledge is also crucial – it requires knowing more than their names, ages and incomes.
- As a business owner, knowing your customer’s hobbies, tastes and interests along with what they watch, listen to and read can be a profitable advantage.
- Understanding your customer’s buying behavior is also very important.
- As a business owner, you need to comprehend what type of person is most likely to need or want the product or service you provide.
These are some of the key questions that successful business owners need to ask themselves on a daily basis:
What is their reason for purchasing your product or service? How often are they going to need to buy that product or utilize the service? If you can be proactive with your outreach efforts around the time you know they will purchase, chances are the customer won’t look elsewhere. Who are they buying for? Your messaging and promotion is going to be contingent upon if they are purchasing for themselves or for someone else. Where are they most likely to purchase? If you are a brick and mortar business and hear from your customers that they would prefer to order online, then it makes sense to change your business model to include an ecommerce or online ordering component.
Companies that know what their clients want and what they expect can also work on customizing the customer experience to create loyalty and repeat business. Smaller and more quick-to-respond entrepreneurs and small-business owners already have the upper hand for achieving this competitive advantage.
Simply by extending the length of your customer’s interaction will provide a greater opportunity to create a positive experience and build a strong relationship. Listen to your customer’s feedback and provide sound advice, even if you sometimes have to direct your customer to another source. As a business owner, it is crucial to take every advantage to outsmart your competitor, and understanding and building upon your customer knowledge and relationship will put you ahead of the game.
Author: J amaal Ewing, GROW Microloan Program Manager
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