Posts tagged: customer education

  1. How to improve the seller experience on any online marketplace.

    Online marketplaces are transforming the way we transact commerce. The amount of aggregator markets occupying all the places that Amazon and eBay don’t yet reach. From the cab that we order to the food that’s delivered to us to to the restaurant that we book, our enthusiasm for…
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  2. User onboarding: not just for SaaS any more

    Thanks to the good work of Samuel Hulick and the emergence of the UX discipline in the last decade or so we have seen significant energy being spent on onboarding users into apps. So much so that it has become a fully-fledged area of creativity in itself. Samuel’s tear-downs…
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  3. How Kayako’s #custserv stories reminded me why I started Nickelled.

    Every once in a while it feels good to remind yourself why you got into the business in the first place. Building up a new company is fun and challenging and engrossing in equal measure. It can be so engrossing at times that you can lose sight of the original…
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  4. Are you still sending email to educate users after major product updates?

    The web app your customers are using today is not the product they will be using in six months time. Product teams are accustomed to rapid product development: deploying several times a day, constantly pushing out improvements. Likewise consumers are familiar with rapidly changing software and often expect it. But…
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  5. Are you responsible for educating your customers and you just don’t know it?

    We’ve discussed the importance of customer education before here at Nickelled. Educated customers are able to extract the most value out of your product increasing satisfaction and decreasing churn. But with so many people and roles involved in the life cycle of a customer with your business it’s…
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  6. 3 unusual examples of customer education

    Getting customer education right is a valuable tool to achieve customer success. Customer education comes in a variety of flavours and the most effective forms are dependent on your customers, your product or service and your resources. Here's 3 great, but unusual, examples of different companies using customer education to…
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  7. Digital products will always need customer education

    Everyone views the world differently, our perceived realities are not the same which means all of our customers have a different set of mental models. Mental models are people's internal representation of the world around us. They are formed by our past experiences, our knowledge and our intuition. And they…
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  8. Guest post: 5 tips for brand-enhancing customer education experiences

    No-one loves it when they need to search out information so they can use an application or website. Whether it’s a knowledge base, video, integrated tooltips, online help … even the dreaded “manual” … they just want to get on with whatever it is they’re doing: writing an email, buying…
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  9. Customer education in the digital age

    Last month the Nickelled team packed up our bags and attended the Customer Contact Expo at Kensington Olympia for a couple days. It was a great opportunity to meet the industry: the thought leaders, the innovators and the spectators. As part of the event Scott Collen and I gave a…
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