The Customer Education Playbook. Daniel Quick

Considering Accessibility in Distribution Localizing Education Content Note

      17  12 Step 10: Did It Work? Measuring the Success of Your Content Data Doesn't Have to Be Hard! Creating a Data Dictionary Using Kirkpatrick's Model of Evaluation Prioritizing and Focusing on the Right Data Communicating the Success of the Education Back to the Customer Notes

      18  13 Step 11: Actionable Strategies to Improve Your Content Understanding Iterative Design Look at the Feedback Improving Support Content Improving Training Content Improving Certifications Knowing When to Archive Content Note

      19  14 Step 12: Demonstrate the ROI of Customer Education Collecting the Data to Measure Business Impact Telling the Story of Your Impact Grab Your Seat at the Table

      20  15 Your Roadmap to High-Performance Customer Education The Five-Stage Maturity Model for Customer Education How Do Great Leaders and Mature Programs Approach Customer Education?

      21  16 Looking Ahead: The Future of Customer Education What's Fueling This Growth? What Innovations Will Come Next for Customer Education? It All Starts and Ends with … Customer Education Strategies

      22  Acknowledgments

      23  About the Authors

      24  Index

      25  End User License Agreement

      List of Illustrations

      1 Chapter 1Figure 1.1 Crossing the Chasm

      2 Chapter 3Figure 3.1 Optimizely Support Ticket Deflection

      3 Chapter 5Figure 5.1 80/20 Rule

      4 Chapter 6Figure 6.1 Project Management Triangle

      5 Chapter 7Figure 7.1 Forgetting Curve

      6 Chapter 8Figure 8.1 Bloom's TaxonomyFigure 8.2 Aligning Content to LearnersFigure 8.3 Merrill's Principles of InstructionFigure 8.4 Gagné's Nine Events

      7 Chapter 10Figure 10.1 Mayer's 12 Principles of Multimedia Learning

      8 Chapter 12Figure 12.1 Adapted Kirkpatrick ModelFigure 12.2 Measuring Content ConsumptionFigure 12.3 Zoominfo Pyramid of Metrics

      9 Chapter 13Figure 13.1 Help Content Optimization MatrixFigure 13.2 Completion funnel analysis

      10 Chapter 15Figure 15.1 Customer Education Maturity Model

      Guide

      1  Cover Page

      2  Title Page

      3  Copyright

      4  Dedication

      5  Introduction

      6  Table of Contents

      7  Begin Reading

      8  Acknowledgments

      9  About the Authors

      10  Index

      11  End User License Agreement

      Pages

      1  i

      2  ii

      3  iii

      4  vii

      5  viii

      6  ix

      7  1

      8  2

      9  3

      10  4

      11