It’s a great time to be a consumer (in both B2C and B2B) because there are so many innovative, exciting new products available across industries from tech to retail to automotive and everything in between. Whether it’s a new app for your phone, an electric car that feels more like an app on wheels, software that streamlines your team’s interactions, or a washing machine that makes doing laundry feel like fun – you get the idea!
There’s never been a more interesting array of cool things to buy – things that make the “old things” seem really old and simple. How lame does your regular toothbrush look now, next to your sleek, sonically vibrating, app-tracked, wonder-brush that doubles as modern art on your bathroom counter? Honestly, how did we ever even survive without purses that charge our phones and locks that don’t need keys?!?
However, as we explore our February theme of love, let’s be reminded that just like with people, some very alluring offerings can come with a dark side. What may seem simply perfect on the outside may disguise a deeply complex (even confusing) interior. Yes, you may have fallen for the beauty, the intelligence, the uniqueness, but then you get it home or download it or pull it off the lot, and…
Uh oh. How do I learn to interact with this thing?
Welcome to the world of customer training – a category of corporate training that grew as much out of necessity as out of ingenuity. Products these days are sometimes so sophisticated that customers need training on them not only to maximize their usefulness, but also to deepen adoption of and loyalty to them.
The best companies know that providing customer training is one of the clearest ways to show buyers that you see the world from their view, understand their challenges, and appreciate their willingness to want to learn more about what they bought.
It’s an act of love to help people get more value from what they purchased. Lasting customer relationships can’t be developed with a one-and-done attitude: “See ya! Good luck figuring it out.” No, like any relationship, the real magic happens when you invest in continuation and deeper understanding.
How does training demonstrate that you love your customers?
Let me start by saying that we at SAP Litmos do, in fact, love our customers. We deliver the unique customer experience of the SAP Litmos Dojo, which is our online training portal for customers. We use the fun metaphor of a dojo – a room in which martial arts are practiced – to offer them the opportunity to pursue a White, Green, or Black Belt via learning paths designed to take them to whatever level of proficiency, fluency, or mastery that they desire.
Shameless stat: 100 percent of SAP Litmos customers utilize the Dojo for onboarding and about half of those continue with ongoing customer training throughout their journey.
Using the SAP Litmos Dojo as a successful model, why do customers flock to this type of environment for learning? What makes them feel welcome and that it’s worthy of their time, not just as new customers but as long-term users? More importantly, what principles can help you build this type of learning center for your customers? – Read more