In just a few decades, customers have gone from not caring all that much about how technical content is delivered to them, to caring so much…Read more >
There is a lot of excitement these days regarding sales enablement — and with good reason. Aberdeen found that companies with best-in-class sales enablement strategies experience 13.7 percent annual increase in deal size or contract value…Read more >
To point your organization in the right direction, here are 7 tips to improve first call resolution so you can show – rather than tell – customers that “their call is important to you”.Read more >
Thanks to the internet, today’s prospects are discovering much more pre-purchase information than ever before through ebooks, white papers, overview videos, articles, case studies and more. However, their information gathering does not end with marketing content.Read more >
It is widely understood that customer loyalty evaluation metrics and methodologies such as Net Promoter Score (NPS) can be used to improve product documentation. However, what is much less discussed, is flipping things around: Using product documentation to improve customer loyalty.Read more >
Here are 7 customer-inspired questions that companies should be asking about their product documentation.Read more >
For years, tech writers have successfully instituted single-source publishing. However, when they are expected to apply this approach in a multi-source publishing environment, the concept breaks down – and the dream of streamlined efficiency and greater ease, often turns into a nightmare of extra work and added stress.Read more >
On today’s customer-centric landscape, the traditional sales funnel has given way to the buyer’s journey, which is a more accurate depiction of the path that customers ideally take before, during and after a purchase.
While it’s not surprising that product documentation plays an important role in this process, grasping just how large and influential it is could be is eye-opening.
The growing importance of customer experience means that technical writer’s best days are ahead. Here are 5 ways technical writers can lead the customer experience bus!Read more >
There is no magic bullet that eliminates customer churn. However, in the majority of situations, preventing customer churn is as mission critical as it gets. No, great product content can’t end customer churn. But yes, it can certainly make a significant difference, which is in everyone’s best interest: companies and customers alike.Read more >
knowing that consistency is a big (if not the biggest) key for customer delight is one thing. Actually embracing this truth and bringing it to life is a much harder challenge, because despite their hard work and substantial investments in everything from training to technology, most companies have been struggling for years to achieve consistency with respect to a massive piece of their customer communication puzzle: product documentation. While each company is unique, generally speaking here are the biggest 5 obstacles they face on the road to consistent product documentationRead more >