Are you helping your customer segments?
Customer segments are the definable differentiations in your customers. For example, your customers over or under XX number of dollars in size, or the number of Spanish speaking customers or really any other way your customer base can divide out. Why is customer segmentation important? Customer segmentation is getting more important to businesses as big data becomes more available. It allows us to better understand who our customers are, what they are doing, and what we can do to help them stay engaged with us. Engaged customers are worth...
read moreNeither your content nor your product are Jimmy Buffett
Recently, I saw a vendor advertising a webinar on Twitter, which at the time, was about 10 days away. It looked interesting so I clicked the link to sign up. The description looked even more interesting but I didn’t sign up. Why? Because the sign up link is “Check back soon for registration details!”. Today, Just under Less than a week before the webinar, there’s still no finally a signup link. I assume some time before the webinar, there will be a sign up link but I have no idea when. At this point, I’m I was...
read moreCustomer experience and product instructions (part 6)
In previous articles, I’ve talked about some business/customer experience basics, like what is customer experience and customer churn, and the value of customers and the pyramid of customer experience. I’ve covered the Customer Experience pyramid and the Content pyramid, the cost of customer support centers as they impact the Customer Experience, and the expense of product returns and how it impacts the customer experience. In this article, I cover my thoughts about customer touchpoints and how they impact the Customer Experience. Customer...
read moreConsumer Opinion Poll 2013 – results are available
As you may know, I’ve run the Consumer Opinion poll about product instructions for the last 2 years. The updated results are available now in two versions: The free version The paid version What’s the difference? The free version shows you the data, compiled into tables and graphs. The free version doesn’t include any discussion or analysis of the content. The free version also doesn’t include the comments people made for nearly all questions. The paid version* is a reasonable $6.99 and includes discussion and...
read moreNeed some education? Update your skills?
Then I have a few things for you. Topic-based Authoring – virtual class July 18 to August 22, I’m teaching Topic-based Authoring through STC. Topic-based authoring is the best way to create and reuse content, regardless of the content. What does this class cover? Topic-based authoring is the next new thing in technical communication. It lets you create and reuse content, reduces project schedules, and improves your workflow. If you are looking to move to a structured writing environment such as DITA, it’s the first...
read moreAccepting new clients
I’m booking the second half of 2013 and am accepting new clients. If you need: help analyzing your content creation process expert support and guidance in tool selection on-site or virtual training in content creation tools and/or skills consulting to improve your webinars and your webinar results audience research social media messaging improvements customer facing content analysis post-sales customer facing content I can help with these and more. I don’t often accept new clients and my time books up fast when I do. Let’s...
read moreEbook sale for the month of June 2013
My birthday is the end of June and you get a present. For the month of June, you can purchase one or all of my ebooks for US$ 3.99. That’s right. Here’s what that means: This book Regular price Special for June Buy now Social Media and Product Documentation US$ 5.00 US$ 3.99* Amazon Barnes and Noble Consumer Feelings about Product Instructions US$ 5.00 US$ 3.99* Amazon Barnes and Noble 8 Steps to Amazing Webinars US$ 9.99 US$ 3.99* Amazon Barnes and Noble *international prices are the local equivalent of US$ 3.99. This price is...
read moreGetting what you want webinar recording is ready!
In case you missed it, the webinar went super well and people really liked it. The recording is available here: http://youtu.be/ECnW4pYorTE The supporting files that were promised are available here. And finally, if you’d like the slides, go here. To see all the educational webinar recordings available, go here.
read moreCome celebrate my birthday with me!
Congility 2013 June 26-27, Gatwick (London), UK I’m excited to announce I’m presenting at Congility 2013 in Gatwick, England. Join me for this exciting conference! And I’m staying in the London area until July 2, so we can celebrate my birthday together! To help you do that, click here to enter to win a free ticket. Content Agility 2013 is a unique event bringing together Content Strategy, Structured Content, and Component CMS under one roof. Content Agility 2013 attendees will be able to extend their knowledge of the world...
read moreClear Communication Webinar – Wow.
Man was that fun! We had about 600 people signed up and just over 300 attend live. This was by far the most popular webinar I’ve done yet. I had no idea. I want to thank DCL for hosting us and making it all work. They really saved my bacon all the way. If you want the slides, they are available on SlideShare here. The recording is available if you click here.
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