The Role of Customer Education in Business Growth with Erika Putinsky, Vice President of Customer Education at Mailchimp
November 25, 2022
In this episode of Getting to Aha!, Darshan Mehta is joined by Erika Putinsky, Vice President of Customer Education at Mailchimp. She talks about educating customers and employees and empowering them through the use of social media, she also talks about the different methods of educating customers, and the impact that customer education can have on growth.
In this episode of Getting to Aha!, Darshan Mehta is joined by Erika Putinsky, Vice President of Customer Education at Mailchimp. They discuss Erika’s aha! moments, different methods of educating customers, the impact that customer education can have on growth, and the role that social media can play in this area.
Erika is the Vice President of Customer Education at Mailchimp. She educates customers about their products and how best to use them to improve their experience. Erika believes that entertainment can help companies educate their customers, which in turn can lead to better feedback that can be used to develop better products and services. Prior to MailChimp, she worked with WhatCounts, where she focused on customer support and solutions as Chief Customer Officer.
KEY TAKEAWAYS
👉 To educate your customers, it’s vital that employees also have a thorough understanding of your product.
👉 Create effective social media content that can educate customers on your products and services in an accessible way.
👉 Have an open-door policy for employees to encourage dialogue and foster a sense of belonging within the company.
👉 Listen to customer feedback and use it to improve the customer experience.
👉 Educate customers in a language that they understand so they’ll be willing to learn from you during their downtime.
👉 Move towards scalability. It's important to upgrade your services constantly and bring education to your customers' doorsteps.
👉 Customer Education also has a positive effect on employees; it sets a baseline for how employees are engaging with the products and improves how they engage with customers.
👉 A startup looking to grow should have good leadership at the top to hasten the rate of decision-making.
👉 For a business to be successful, all departments of the business need to work in close contact with each other.
👉 Video content can be a great source for better customer engagement.
👉 Create structured opportunities for clients to interact with each other about the way they use your products; it creates a wraparound effect for your customers.
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Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.
Check out the 3 most downloaded episodes:
- Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
- Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
- [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
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