There’s nothing like holidays, shopping, and fitting in a bit of work to illustrate how far we’ve come, and how far we have to go in creating good customer experiences. We have a huge array of new tools that help us put words, images, and sounds together in ways that support a customer’s buyer journey. But we often lack the tactical execution across the channels where customers intereact with our companies.
If you’ve ever spent days recuperating from the aftermath of a remote technical support session gone woefully wrong, but made right by an in-store rep that really knew the business of diagnosing the right problem, you can understand the “it-doesn’t-have-to-be-this-way” frustration it engenders. But, you can think of the content/customer experience challenges as a glass half-full, with you having control of the spigot.
The tech comm, content, and customer experience pros around the web have been busy putting together wise and wonderful pieces that can help shed light on your challenges, including:
- Listening to social media to improve technical content
- Need To Cut Costs? Deliver A Better Customer Experience
- What you know about information architecture, might not be true
Get more dream-fulfilling content in this edition of Tech Writer This Week