Customer Educated Trainn

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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/


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

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

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