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 one – and only one – valid reason for companies to use PDFs: it makes life easier for customers to print documents that may be too-large-for-comfort to read on screens. However, for everything else, PDFs commit a series of unpardonable “usability crimes”!Read more >
To those who think that technical writers best days are over, we have a more positive view. Yes, the profession is evolving. But why is this threatening?Read more >