The Customer Education Playbook

Index

• Note: Page references followed by an f indicate a figure.

• Numbers
• 3M, 10
• 80/20 rule, 55–57, 113, 150
• 2020 State of the Customer Training Report, x
• 2021 Customer Education Report, 209

• A
• A/B testing, 33, 101, 147, 164
• Academy, customer, 12–13
• Accessibility, and distribution, 149–150
• Activation, of existing knowledge, 100, 101f
• ADDIE vs. SAM, 69–70
• Aha! moments
  • change management and, 44
  • defined, 41–42
  • identifying, 42
  • personalized learning and, 58
  • questioning customer about, 43
  • shortcut to, 86
  • time to value (TTV) and, 28, 44–45, 46
• Amplitude, 59
• AppDirect Academy, 151, 153
• Application, of new knowledge, 101f
• Articles, help, 82, 174–175
• Articulate software, 13, 136
• Asana
  • case study, 43–44
  • learning personas at, 52–53
  • Net Promoter Score (NPS) at, 30
  • new product releases at, 117
  • real-world lesson from, 100
  • scale engine at, 26
  • tracking search queries at, 174
  • “What's new at Asana?” videos, 80
• Assessments
  • certification and, 27
  • chunking, feedback, and, 133
  • formative, 87, 133
  • Gagné's model and, 103f, 104
  • summative, 87, 133, 163
  • three types of, 87
• Attention of learner, grabbing, 102–103f
• Audience, and content format, 89–90
• Augmented reality (AR), 82, 205, 213
• Authoring tools, 13, 135–137
• Avramescu, Adam, 32–36, 115–116, 175

• B
• Bagdonas, Carla, 80
• Bandura, Albert, 133, 134
• Best-in-class customer training, 200f, 204–205
• Blended learning, 78–79
• Blogs and social media, 15
• Bloom's Taxonomy, 96f–97, 109
• Bongo (video assessment tool), 122
• Brand ambassadors, 4, 28–31 ...