The Customer Education Playbook: How Leading Companies Engage, Convert, and Retain Customers

  • 4h 7m
  • Barry Kelly, Daniel Quick
  • John Wiley & Sons (US)
  • 2022

Deliver maximum value to customers and clients with this blueprint to customer success

In The Customer Education Playbook: How Leading Companies Engage, Convert, and Retain Customers, customer learning experts Barry Kelly and Daniel Quick explain how teaching customers to best engage with your products and services is the key to converting them from prospects to loyal advocates of your brand. 

In this book, you’ll examine how to define success for your customer, create a customer education development plan, and pursue customer success and revenue metrics. You’ll also:

  • Learn why you should prioritize customer learning and invest in customer training and education
  • Discover how to create a detailed customer success and retention plan that emphasizes delivered value
  • Determine how to implement a learning strategy that maximizes and scales lifetime customer value

Perfect for founders, executives, managers, and practitioners at companies of all kinds, The Customer Education Playbook is especially practical for SaaS company executives seeking to extract and provide maximum value from their customers over the long haul.

About the Author

Daniel Quick is Vice President of Learning Strategies at Thought Industries. He previously led customer education at Optimizely and Asana.

Barry Kelly is Co-founder and CEO of Thought Industries, a world leading B2B customer training platform and developer of the world’s first cloud Learning Business Platform. His company has worked with hundreds of clients to improve their customer training and increase customer engagement and retention.

In this Book

  • Introduction
  • How Customer Education Transforms Prospects to Champions
  • Customer Education as a Catalyst for Business Growth
  • Step 1—Maximize Impact by Aligning Customer Education to Business Goals
  • Step 2—Motivate Customers by Curating Their Path to Awesome
  • Step 3—Personalize Learning by Focusing on What Your Customers Need to Know
  • Step 4—Execute Your Strategy Flawlessly with a Development Plan
  • Step 5—Video or Course? Choosing the Right Content Format for the Job
  • Step 6—Make Content Engaging and Efficient for the Busy Customer
  • Step 7—Who Trains the Trainers? Transforming Your Team into Experts
  • Step 8—Design Learning Experiences That Lead to Behavioral Change
  • Step 9—Make Sure Your Customers Consume Your Content
  • Step 10—Did It Work? Measuring the Success of Your Content
  • Step 11—Actionable Strategies to Improve Your Content
  • Step 12—Demonstrate the ROI of Customer Education
  • Your Roadmap to High-Performance Customer Education
  • Looking Ahead—The Future of Customer Education