By Trainn
The podcast currently has 15 episodes available.
You spend months working on a course, launching your academy. But are you making sure if it reaches the right *eyes & ears*?
Listen to Shannon Howard, explain the importance of marketing to drive successful educational programs.
Don't miss out the *elephant in the room* - Driving successful collaboration between marketing & educational teams.
Topics discussed
00:00 Introducing the Episode
02:32 Key Podcast Topics
03:26 Content, Content, Content
04:27 Marketing lens on Customer Education
05:34 Education lens on Marketing
06:44 Pre & Post-Sale Education
08:51 Collaboration between Marketing & Education teams
10:49 Repurposing Intellum’s Educational Content
13:05 Shared KPI’s for Successful Collaboration
16:11 Unspoken Key to Driving Cross-Functional Collaboration
18:58 Planning Content Roadmap
20:54 Setting up Content Standards
24:25 Part 2- Content Coordination & Ownership
Stay tuned for Part 2
00:00 Intro
02:51 Exploring the Kirkpatrick Model for Measuring Learning Outcomes
05:47 Assessing Learning Through Surveys and Feedback
09:04 Scenario-Based Assessments in Training Programs
12:00 Instructor Reflection and Continuous Improvement
14:52 Behavioral Change and Support Ticket Reduction
18:14 Quantifying Support Ticket Costs and Impact
21:08 Instructor Performance and Knowledge Sharing
23:53 Key Takeaways for Aspiring Instructors
In this two-part episode, Dan Braithwaite breaks down 10 years of insights on running great Instructor-Led Training programs.
00:00- Podcast Promo
03:21- VILT vs. E-Learning – What’s better?
03:55- Benefits of VILT
04:57- Designing ILT for decreasing tolerance levels
06:33- Grabbing attention quickly
08:21- Why stick to 3 topics per session?
09:02- Prioritizing ILT topics from support tickets
13:54- The "Tell me, show me, let me try" framework
17:35- Ideal length for an ILT session?
19:48- Structuring your session time wisely
21:12- Tapping into learner motivation
22:36- The secret to a successful ILT session
24:55- Helping shy learners speak up
26:25- Questions that “read” your audience’s needs
28:18- Unlocking group expertise in sessions
31:22- Measuring real engagement in ILT
36:04- Ending an ILT session perfectly
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Timestamps
02:50 Using NPS Commons to Validate Training Roadmaps
05:06 Using Chat GPT for Sentiment Analysis
08:22 Making Informed Assumptions and Validating with Data
14:27 Trust and Confidentiality in Using AI Tools
22:32 Criticisms of NPS and the Value of Feedback
27:50 Improving Support Tickets and Customer Feedback
30:47 Meeting Customers Where They Are
33:07 Analyzing Churned Customers and Improving Retention
35:32 The Value of Education in Improving NPS and Customer Loyalty
Subscribe to our monthly Customer Educated Newsletter - https://customereducated.substack.com/
08:21 NPS comments is what matters
11:15 Setting NPS Standards and Targets
15:31 The Ratio of NPS Scores to Written Feedback
16:30 Asking the Right Questions for Feedback
21:40 Segmenting personas for NPS
25:53 The Role of Education in NPS Feedback
29:31 Parsing Feedback and Identifying Themes
32:28 Collaboration between Customer Educators and Customer Success Managers
At Heap, Eric Mistry had successfully developed 30+ automations that ended up saving 20 hours of manual work done by the Director of Customer Education.
In this episode we dive into the question 'Why is there no content on building automations for customer education teams"
01:29 Eric's Journey to Customer Education
07:54 The Lack of Content on Automation in Customer Education
08:26 The Role of Operations in Customer Education
10:21 The Role of Automation in Operations
11:49 Eric's Current Role and Expertise in Automation
15:39 The Definition of Automation
21:57 The Need for Automation in Customer Education
25:25 Common Problems and Tasks that can be Automated
27:55 The Value of Using Zapier for Automation
31:18 The Need for Automation vs. Subscribing to a Product
34:15 What to Automate and What Not to Automate
37:09 The Ideal Source of Truth for Training Programs
Download Eric's Automation Guide for Free - here
In this episode, Akash Anil sits with Eric Mistry to understand the impact of building automations to make customer education teams more productive and data-driven- from making data talk between your LMS, CRM and google sheets, to finding the ideal source of truth, to how to building automations effectively using tools like Zapier, this podcast is a a must listen for those involved in customer education
00:00 Introduction
00:59 The Significance of Automation in Customer Education
03:01 Building Automated Bot Responses in Slack
04:27 Expanding Automation Capabilities with Zapier's AI Tools
05:24 The Simplicity of Building Automations with Zapier
10:04 The Accessibility of Automation Tools for Non-Technical Individuals
12:28 Understanding the Workflow of Automations
15:20 Automating the Instructor-Led Training Booking Process
22:40 Templatizing Automations for Scalability
26:21 Learning Automation Skills and Resources
33:31 Breaking Silos and Bringing Data Together with Automations
38:23 The Impact of Automation on Customer Education
44:24 Driving Conversations on Automation in Customer Education
We all use the word "He's a trained customer" but Vicky Kennedy strongly opposes this notion.
Tune in to the podcast to learn why
00:00 Introduction and the Value of Customer Education
03:04 The Need for Attribution Models in Customer Education
04:02 Building a Compelling ROI Story for Education
07:45 The Concept of Trained and Untrained Customers
10:36 Mapping Competencies and Use Cases in Customer Education
12:28 The Limitations of Engagement Metrics in Education
21:20 Key Takeaways for Customer Education Teams
Customer Educated is a Trainn original podcast
Customer Educated is a Trainn original podcast
Vivian shares her experience about the limitations of one-on-one training and the process of convincing customers to use self-service resources.
01:20 Challenges of Implementing Self-Serve Resources
03:18 Ideal Tools for a Customer Education Program
04:15 Complexities of Scaling Self-Service Resources
05:08 How to Convince Customers to Use Self-Serve Resources
06:07 Issues with One-on-One Training
08:33 Customers Don't Care about Recorded Training Sessions
09:03 The Technical Focus of Training Sessions
09:59 The Lack of Strategic Customer Success
10:26 The Mechanical Nature of Customer Success
12:50 American Companies Can Do it, But Not Us
16:11 The Impact of Culture on Customer Success Activities
17:40 Personal Journey towards Self-Serve Resources
The podcast currently has 15 episodes available.
47 Listeners