Customer Educated Trainn
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- Business
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Customer Educated is a Trainn Original podcast
Ever wanted to learn from customer education experts who say “Been there, done that”? We bring those very voices to the Customer Educated Podcast.
Join us in conversation with "pros" from diverse SaaS teams who've scaled their programs to the peak. Gain actionable strategies, real-world case studies and learn from their mistakes to build the best customer learning experience at your organization
Ready to get Customer Educated?
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Ep 6-(Part 2) Alex Turkovic talks sentiment analysis of NPS comments using GPT frameworks
Subscribe to our monthly Customer Educated Newsletter - https://customereducated.substack.com/
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 -
Ep 6 (Part 1)- Alex Turkovic explains NPS surveys must drive customer feedback, not just scores
Subscribe to our monthly Customer Educated Newsletter - https://customereducated.substack.com/
03:23 The Value of Connecting with People through Podcasts
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 -
Ep 5(Part 1)- Exploring the power of automations for customer education teams with Eric Mistry
Download Eric's Automation Guide for Free - here
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"
00:00Introduction
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 -
Ep 5(Part 2) How Eric's automations save 20 hrs/week of instructor time and how he builds them.
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 -
Ep 4 (Part 2) There is no such thing as a trained customer with Vicky Kennedy
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 -
Ep 4 (Part 1) - Vicky talks targeted customer education to drive measurable results
Customer Educated is a Trainn original podcast