We celebrate full training sessions like they're a win. But often, they're just a sign customers already hit friction.

Here's what I mean. If the same questions keep showing up in your support queues, it might not be a training issue. It could be a sign the product or experience just isn't clear enough, and that something upstream is causing confusion.

And here's the thing about training... It isn't free. It takes time, tools, and people to design and deliver. It adds to your cost to serve and slows down time to value.

Most people just don't have hours to spend in training just to use a product. Think about the apps on your phone. How much training did you need for your favorites? Probably none. The world's moving too fast. If your experience demands too much time to figure out, customers will find something that doesn't.

I don't see this as just a Product problem either. From the first touchpoint with your brand to the first login experience, every team plays a role in delivering clarity and confidence.

When everyone aligns around the customer, training shifts. It becomes a way to fine-tune workflows, not a requirement just to get started.

So the goal isn't to pile on more training. It's to build something so intuitive that most people don't need it in the first place.

Need a starting point? Go look at your most common support tickets from the last 30-60 days. If you see the same confusion patterns, that's your roadmap for what needs to be clearer in the experience itself.

The thoughts and opinions in this article are my own and don't represent the views of any organization or employer. If this perspective resonated with you, I'd love to have you along for more conversations about building better customer and employee experiences.

If you are interested in exploring a partnership with Customer Korner to assist your organization, please reach out to mike@customerkorner.com