20 year content strategy veteran, Sharon Burton. Sharon Burton consults about content strategy, content business issues, social media and managing post-sales customer experience issues.

Customer experience and product instructions

Customer experience and product instructions

The missing part of your Customer Experience program is your product instructions.

Product instructions are used by your customers but your customers are angry and upset about the quality of your instructions. This is negatively impacting your customer experience.

And it’s forcing your customers to call support, one of the most expensive ways your company can help a customer.

An average company loses between 10 – 30% of its customers annually – McKinsey

Do your product instructions help your customers?

To get an evaluation of your product instructions to see if they are meeting your Customer Experience metrics, call me at 951-369-8590 or send me an email at sharon@sharonburton.com. I can help your company delight your customers.

Articles

Customer Experience and Product Instructions (part 1)
Most products are commodities, in that they all do basically the same stuff. So how do we differentiate our products? How do we make the case that dealing with us is better than dealing with our competition? Read more…

Customer Experience and Product Instructions (part 2)
In this article, we look at resell and incremental spending and how they impact the company bottom line.  Read more…

Customer Experience and Product Instructions (part 3)
When you combine the Customer Experience pyramid and the Content Needs pyramid, you see where and how content impacts everything. Read more…

Customer Experience and Product instructions (part 4)
Let’s look at the quality of product instructions and the cost of customer support centers as they impact the Customer Experience. Read more...

Customer Experience and Product instructions (part 5)
Let’s look at the product return rate as they impact the Customer Experience and how much this problem is costing. Read more...

Customer Experience and Product Instructions (part 6)
Looking at customer touchpoints and the difference between attended and unattended. Read more…

Customer Experience and Product Instructions (part 7)
Looking at customer journey maps for product instructions and how they expose the customer experience. Read more…

Customer Experience and Product Instructions (part 8)
Customer touchpoints are like icebergs – there’s a lot going on underneath them. You need to chart that ecosystem out. Read more…

 

Webinar recording

Product instructions: The forgotten part of the Customer Experience

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SlideShare

Product instructions: The forgotten part of the Customer Experience

 

 

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By Sharon Burton

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