Updated scripts, new notes & changes for companies

SKO.md

@@ -1,6 +1,8 @@
 # SKO Homework
 
-## Shark Tank Pitch
+Shark Tank Pitches
+
+## Why Customer Education?
 
 ### Instructions
 
@@ -15,35 +17,54 @@ Develop a 3-5 minute “Shark Tank Style” elevator pitch for Northpass. Your p
 
 ### Response
 
-Sharks, I am seeking from you a $300,000 investment and a 2% in our next generation customer education SaaS company.
+Sharks, I am offering you a once-in-an-episode opportunity to invest in a customer strategy that will become the
+cornerstone of your entire brand experience ecosystem.
 
-You're probably rolling your eyes right now, knowing there's no money in education. If people want information, they
-will just google it, right? Sure, they could, but then you'd be relying on Marketing to do the heavy lifting of
-SEO - basically, a glorified word search game for kids.
+If you're anything like me, the word education doesn't bring up visions of the joy of learning or getting a good score
+on a test. Instead, the word education often bubbles up academic baggage; the fear of failing, nervously scribbling
+answers, or wondering if you circled the scan-tron answers well enough for it to be counted.
 
-You may also be thinking back to days in college classrooms with horrible scan-trons and final exams. All these types of
-educational environments are conducive to only one thing: secrecy and negative competition. Unless you're the NSO and
-selling Pegasus 2.01, why would you want your clients to be secretive and combative with their learning?
+This is the education of the past. The education of the future is forward-thinking, engaging, and most importantly -
+revenue generating.
 
-Northpass is so much more than learning. It is an invaluable tool to deepen brand loyalty, increase market share, and
-strengthen the bonds between your internal and external stakeholders.
+Here's the thing: you're already doing customer education! When your company sends an email about a product release, or
+when a new feature gets added and your CSMs tell your customers about it; that's customer education. When you host a
+webinar or your power-user tells a friend or co-worker about your product; that's customer education. Every blog post,
+marketing campaign, response to support tickets.. I could go on. These are all forms of education. You're already doing
+it without knowing or - most important - without giving it a centralizing or north start to guide the practice.
 
-Take a look at your own companies, Sharks. Where does "learning" fall in your tech stack? If you run your companies
-anything like my clients, where over 60% have admitted to having lukewarm executive buy-in, you have placed an integral
-part of your customer experience at the bottom of the stack. But you know what? That's okay if Customer Education is
-sitting at the bottom of the stack. That's because it is my firm believe that customer education is the cornerstone of
-any well-adjusted growing tech company.
+As business owners, what if your leadership team was decentralized and unguided? How well would your product team
+develop your product without a clear roadmap or refined set of goals? These are the basics, ladies and gentlemen. You
+can't run a company without a north star. Why do we continue to leave our customer experience departments in the same
+pitfalls? You are losing money, burning relationships, and ultimately, doing a disservice to your culture and brand
+recognition.
 
-As tech-entrepreneurs we have put all the value on educating ourselves on how to run companies and grow teams, but
-except our clients to just understand our app and technology.
+Customer education is not just a simple business practice, it's a transformative force that has the power to change the
+world. By empowering customers with knowledge, they become equipped to tackle their challenges, achieve their goals, and
+make a positive impact at all levels of the organization.
 
-From the most technical of companies, like Recast Software, educating their clients on Microsoft Endpoint Solutions and
-Server Management, or Skuid, a code-less solution for data connecting workflows, to Big Ideas Learning, a Saas solution
-for the-always-busy public school teacher, customer education is the current that flows underneath all your other
-systems.
+Think about it - when you committed to taking a course or learning something new, how gratifying did it feel to complete
+what you set out to do? Your product helps the customer feel committed; now bring the education to give your customers
+some goals.  When your customer understands how to use a product or service to its fullest potential, not only can they
+maximize its benefits; they *will*. They *will* become more efficient, more productive, more effective and more
+influential with the people around them. With a commitment to customer education, your customers will improve their
+own well being and the well being of those around them.
 
-The value is simple. Give your customers right-on-time experiences with your brand and product in an asynchronous
-format so that when
+But it's not just about the individual customer. When a company invests in customer education, they show their
+commitment across the board. They show commitment and passion for their product. Commitment to their internal teams and
+SMEs who have so much knowledge that often never escapes their heads. Most importantly, when a company is committed to
+customer education they demonstrate their dedication to their customers' success and their belief in the power of
+*knowledge* to drive positive change. They lead by example, inspiring others to follow suit and create a ripple effect
+of positivity, progress, and passion.
+
+Let's, with gusto and intention, centralize customer education. Folks, I am asking for more than just an investment
+today. I am asking for a shift in thinking. I know that with this change, this is where you can really make an impact
+that moves beyond this room.
+
+So what do you say, Sharks? Are you ready to move your customer's education beyond the confines of emails and webinars?
+Let's embrace customer education as a transformative force for good. Let's empower customers with the knowledge they
+need to achieve their dreams and make a positive impact in the world. With Customer Education, we can change the
+world...  one customer at a time!
 
 ## Why Now?
 
@@ -59,32 +80,110 @@ Your pitch should:
 
 ### Response
 
-Sharks, you've learned a lot about Customer Education and the learning
-management system ecosystem today. There are a ton of competitors in the market
+Sharks, you've learned a lot about Customer Education and the learning management system ecosystem today. There are a
+ton of competitors in the market with many different niches and specialties. This makes the decision difficult when
+trying to best understand what your customers need. Well, I'm here to help you invest in the right company: Northpass.
+
+When you think about Northpass, what comes to mind? A mountain pass... snowy, rocky crags... isolation in a forbidden
+wilderness? You wouldn't be wrong about that because despite the amount of competition, that is the state of the
+customer education industry. You are given a backpack with some useless tools and when you ask for direction, your new
+"partners" point vaguely in a direction where all you see are those jagged peaks and lost trails.
+
+That's not what you need when embarking on a new journey that, frankly, is too risky for most of the world. That's why
+we have so many half-baked solutions giving you tools that are really just one-trick-ponies. What we offer to our
+customers is not that of an outfitter. We are a full-fledged, premium guide service that customizes every way point in
+your journey to a level of sophistication and satisfaction that would leave most Everest guides gawking in awe. With our
+customers as the pioneers into this untamed wilderness, Northpass offers the expertise, professional service, and
+multi-use tool set to enable our customers a successful and memorable journey.
+
+It's a fact: after customers see the level of detail and personalization that we put into their experience, they stick
+with us for their future journeys into new mountain ranges.
+
+If that wasn't enough, here's Northpass in a nutshell: Northpass is an invaluable tool to deepen brand loyalty, increase
+market share, and strengthen the bonds between your internal and external stakeholders.
+
+From the most technical of companies, like Recast Software, educating their clients on Microsoft Endpoint Solutions and
+Server Management, or Skuid, a code-less solution for data connecting workflows, to Big Ideas Learning, a Saas solution
+for the-always-busy public school teacher, customer education is the current that flows underneath all your other
+systems.
+
+The value is simple. Give your customers right-on-time experiences with your brand and product in an asynchronous
+format so that when they are seeking an answer, they not only know where to find it, but feel accomplished, proud, and
+emboldened to share their new found knowledge.
+
+We know the road will have lots of twists and turns, and the weather might turn bad, but with Northpass as your guide
+through these mountain passes, I know that you will have all the tools, expertise, and confidence to get you to the
+green pastures of an impactful Customer Education program.
 
 ## AI & LI
 
 ### Instructions
 
-Use OpenAI’s ChatGPT, develop 20 topics for a customer education Linkedin post.
-Then, pick a topic and use ChatGPT to craft your first social-selling Linkedin
-post. Make sure that you use the OpenAI output as a basis, but then they truly
-make it your own with your words and personality. It needs to be something that,
-when you read it out loud, you would feel very natural with and happy about.
+Use OpenAI’s ChatGPT, develop 20 topics for a customer education Linkedin post. Then, pick a topic and use ChatGPT to
+craft your first social-selling Linkedin post. Make sure that you use the OpenAI output as a basis, but then they truly
+make it your own with your words and personality. It needs to be something that, when you read it out loud, you would
+feel very natural with and happy about.
+
+### Response
+
+"Did you know that investing in #CustomerEducation can have a major impact on the success and profitability of a tech
+company? Here are 20 reasons why:
+
+1. Enhances understanding of products or services - Imagine finally understanding how to use that app you've been
+   struggling with!
+2. Increases customer satisfaction and loyalty - Happy customers are more likely to stick around and recommend you to
+   others.
+3. Reduces support inquiries - When customers have the knowledge they need, they're less likely to need to reach out for
+   help.
+4. Increases upselling and cross-selling opportunities - Educated customers are more likely to see the value in related
+5. products or services. Improves customer retention - Investing in education shows customers that you care about their
+   success and satisfaction.
+6. Builds brand awareness and trust - When customers feel confident in your offerings, they'll remember your brand and
+   choose you again in the future.
+7. Supports customer success - Helping customers reach their goals with your products or services leads to repeat
+   business.
+8. Reduces churn - Happy, successful customers are less likely to cancel or switch to a competitor.
+9. Helps customers achieve desired outcomes - Empowering customers with education helps them get the most out of your
+    offerings.
+10. Enhances customer advocacy and referrals - When customers love your products and feel confident using them, they'll
+    tell others about you.
+11. Enables customers to become self-sufficient - Education empowers customers to troubleshoot and find answers on their
+    own.
+12. Improves customer retention and reduces churn - When customers feel confident and successful, they're less likely to
+    leave.
+13. Increases customer lifetime value - Investing in customer education can lead to longer, more successful
+    relationships with customers.
+14. Facilitates customer engagement and feedback - Education provides opportunities for customers to engage with your
+    company and share their thoughts.
+15. Supports customer journey mapping and improvements - Understanding customer needs and goals through education can
+    inform your product development and customer experience strategies.
+16. Promotes customer-led innovation and product development - When customers feel empowered and knowledgeable, they may
+    suggest new ideas or improvements.
+17. Improves customer decision making and purchasing processes - Educated customers are more likely to make informed
+    decisions and be satisfied with their purchases.
+18. Supports customer onboarding and training - A well-designed education program can make the transition to your
+    product or service smoother for new customers.
+19. Enhances customer satisfaction and NPS scores - Investing in customer education leads to happier, more satisfied
+    customers who are more likely to recommend you.
+20. Helps customers maximize the value they receive from your offerings - Education empowers customers to get the most
+    out of your
 
 ## Customer Success Stories
 
 ### Instructions
 
-Detail a success story from one of your customers, preferably in SaaS. Consider the following framework:
+    Detail a success story from one of your customers, preferably in SaaS. Consider the following framework:
 
-* Background of the company.
-* Challenges before Northpass.
-* Solution Northpass provided them.
-* Results Northpass has helped them achieve.
+    * Background of the company.
+    * Challenges before Northpass.
+    * Solution Northpass provided them.
+    * Results Northpass has helped them achieve.
 
 ### Response
 
+Larson Texts/Big Ideas
+25% decrease in CSM training calls.
+
 ## Take away
 
 ### Instructions & Response