11 KiB
SKO Homework
Shark Tank Pitches
Why Customer Education?
Instructions
Develop a 3-5 minute “Shark Tank Style” elevator pitch for Northpass. Your pitch should:
- Detail the investment you’re seeking for Northpass
- Identify the problem Northpass is solving
- Outline the market opportunity for Northpass
- Detail the benefits of Northpass
- Share the outcomes that those investing in Northpass achieve
- Make the Sharks motivated to invest in Northpass
Response
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.
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.
This is the education of the past. The education of the future is forward-thinking, engaging, and most importantly - revenue generating.
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.
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.
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.
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.
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?
Instructions
Develop a 3-5 minute “Shark Tank Style” elevator pitch for investing in Northpass and digital customer education now. Your pitch should:
- Detail the investment you’re seeking for Northpass
- Identify the problem Northpass is solving
- Calculate the ROI that investors could experience
- Make the Sharks motivated to invest in Northpass
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 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.
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:
- Enhances understanding of products or services - Imagine finally understanding how to use that app you've been struggling with!
- Increases customer satisfaction and loyalty - Happy customers are more likely to stick around and recommend you to others.
- Reduces support inquiries - When customers have the knowledge they need, they're less likely to need to reach out for help.
- Increases upselling and cross-selling opportunities - Educated customers are more likely to see the value in related
- products or services. Improves customer retention - Investing in education shows customers that you care about their success and satisfaction.
- Builds brand awareness and trust - When customers feel confident in your offerings, they'll remember your brand and choose you again in the future.
- Supports customer success - Helping customers reach their goals with your products or services leads to repeat business.
- Reduces churn - Happy, successful customers are less likely to cancel or switch to a competitor.
- Helps customers achieve desired outcomes - Empowering customers with education helps them get the most out of your offerings.
- Enhances customer advocacy and referrals - When customers love your products and feel confident using them, they'll tell others about you.
- Enables customers to become self-sufficient - Education empowers customers to troubleshoot and find answers on their own.
- Improves customer retention and reduces churn - When customers feel confident and successful, they're less likely to leave.
- Increases customer lifetime value - Investing in customer education can lead to longer, more successful relationships with customers.
- Facilitates customer engagement and feedback - Education provides opportunities for customers to engage with your company and share their thoughts.
- Supports customer journey mapping and improvements - Understanding customer needs and goals through education can inform your product development and customer experience strategies.
- Promotes customer-led innovation and product development - When customers feel empowered and knowledgeable, they may suggest new ideas or improvements.
- Improves customer decision making and purchasing processes - Educated customers are more likely to make informed decisions and be satisfied with their purchases.
- Supports customer onboarding and training - A well-designed education program can make the transition to your product or service smoother for new customers.
- Enhances customer satisfaction and NPS scores - Investing in customer education leads to happier, more satisfied customers who are more likely to recommend you.
- 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:
* 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
List your top three takeaways from the GTM Enablement Playbook:
List three pieces of training you’d like to see added to the GTM Enablement Playbook: