CEdMA Blog

Using a Customer-first Voice in Customer Education

Posted by Debbie Smith on 12/20/2023

A customer-first voice is a way of speaking and writing that focuses on the customer's needs and wants. It's about using clear, concise language that is easy to understand. It's also about being helpful and friendly and always putting the customer first. It helps establish a customer-centric culture.

In a customer-first voice, you focus on creating a positive experience. You need to understand the customer's perspective, anticipate their questions or concerns, and address them effectively through your writing.

Characteristics of a customer-first voice include:

  • Empathy: Show understanding and compassion for the customer's challenges or pain points.
  • Clarity: Use clear and concise language to convey messages and instructions without confusion.
  • Simplicity: Avoid jargon or complex terminology that might hinder comprehension.
  • Active Voice: Use active voice to make the writing more engaging and direct.
  • Personalization: Tailor your writing to the specific needs and preferences of the customer.
  • Positive Tone: Use a friendly, approachable, and helpful tone to build rapport and trust.
  • Solution-Oriented: Offer solutions and provide relevant information to address customer needs.
  • Consistency: Use a consistent voice and tone to reinforce the customer experience.

When you write using a customer-first voice, it helps you connect with customers. It helps convey information effectively and ultimately enhances customer satisfaction.


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Topics: customer success, customer education, customer first

Connecting Customer Success with Customer Education

Posted by Sarah Sedgman on 8/21/2023

When it comes to most software solutions, customers have numerous options and switching between solution providers has become easier and more cost-effective. To secure customer loyalty it is crucial that customers feel that they are deriving value from the software and in fact, can’t live without it.

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Topics: customer success, customer education

How AI is Growing in the Learning Industry and Creating Opportunity

Posted by Sarah Sedgman on 1/27/2022


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Topics: executive, customer success, customer education


Posted by Milind Gurjar on 12/13/2021

If you are a leader in Education Services at a Technology company, answer this question – do your sponsors and stakeholders value Education Services? I often talk to technology training leaders. A pet peeve for a vast majority of them is their inability to get executive attention, funding and buy-in for their services. The few exceptions are leaders who work for SaaS companies or enlightened leaders. My own experience inside industry-leading hardware and software companies was similar. I invested more time and effort in selling the value of Education Services to internal stakeholders than selling the services to customers!

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Topics: executive, customer success, customer education

Secure Code Training Tops IT Agendas

Posted by Dennis Hurst on 4/20/2021

The past 18 months have been surreal. Change and uncertainty left no global stone unturned. Work from home mandates forced the long-overdue shift to hybrid, virtual staffing models that those of us deep into the software industry had already begun to embrace (crowdsourcing, gig economy-based teams, etc.). Companies struggled to make the shift from in-person technology training to online eLearning platforms.

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Topics: customer success

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