[Webinar Recap] Get (Culinary) Schooled: Bringing Customer Education to a CS Strategy
All chefs need training to master their craft, just like your customers need proper onboarding and training to unlock your product's value. But unlike chefs, who can tweak recipes on the path to perfection, your customers crave a more structured recipe (of courses).
In this edition of our “Chef’s Kiss" webinar series, Matthew Meeks, Director of Customer Education and Global Programs at Front, shares how his team uses the Front Community and Front Academy, both powered by Gainsight, to support thousands of customers across industries and team structures.
Here are the key pillars of Front's strategy:
Training starts on day 1 (if not before)
Front understands the importance of getting their customers off on the right foot, which is why Matthew and his team rely heavily on learning during the onboarding process (if not before during the trial phase).
By delivering education early in their journey—through emails with personalized links to courses—Front ensures new customers are immediately served with content relevant to their unique needs and product use cases. Not only does this get customers using Front correctly, but it helps create a stickier learning experience that customers will continue to rely on to make the most of their product.
Learning is available in-app
To make learning effortless, Front delivers key academy and community content directly in their product via in-app messages, ensuring customers can access resources without jumping to different websites and platforms.
For example, one of Front's in-app messages provides information about "Channels," which feed messages to Front inboxes. The pop-up offers valuable information and links to "best practices" content for customers wanting to learn more.
The feedback loop is always open
A crucial aspect of Front's digital education model is continuously seeking feedback from customers and internal teams and then iterating on it.
One of the ways Front does this is with surveys at the end of courses. From there, they have regular working sessions to incorporate changes based on customer asks and collected data to ensure high-quality and helpful content.
Through strategic integration, ensuring accessibility, and continuously seeking feedback, Front has built a customer education program that scales with its growing customer base and maintains the personal touch that their customers value.
Want to learn more about Front's strategy? Here’s the entire webinar.
