Chalk up a Win-Win with Customer Training

The Experience Economy has changed the way businesses compete. Today, good experiences are table stakes; it takes GREAT experiences to win. The gap between what customers expect and what actually gets delivered is real.

80% of CEOs think they’re delivering a superior experience, but only 8% of customers agree (Bain & Company)."

Meeting, exceeding and anticipating customer expectations means understanding and taking control of how customers are using products. Learning new products is an emotional process and a poor experience can lead to negative outcomes: churn, negative reviews, low CSAT, lost opportunities, high load on customer support, Shelfware.

Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. (Harvard Business Review)."

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