What's an effective self-service model? One that improves customer effort, which leads to improved customer loyalty. Yes, you'll get cost savings, improved user adoption, sales accelleration...yada yada. Bottom line though, it's about customer effort. How do you achieve an effective customer self-service model? It's a lot like the United Nations. At least, that was my key takeaway from the webinar I watched last week with Jack Molisani, of Lavacon, and our CEO, Aaron Fulkerson. I thought this … [Read more...] about How an Effective Self Service Model is like the United Nations
A MindToucher shared with me this brilliant presentation by Alex van Dijk of Dell/EMC. Alex presents a bounty of useful information and data about the impact of customer effort on customer loyalty. Spoiler alert, there's a strong correlation. Indeed, multiple independent research firms have research that states customer effort has the single largest impact on customer loyalty. Furthermore, customer self-service is consistently the highest ranked driver in lowering customer effort. Alex will tell … [Read more...] about The Impact of Customer Effort on Customer Loyalty [12+ Actionable Tips]
Content Experience Strategist and Influencers are those thought leaders that are working tirelessly to enable customer success through content delivery across the customer journey, creating best in class customer experience and self-service. In years past, we created this list internally using several methods to scrub the contenders. Each subsequent year we have updated the process to make sure our list is as good as it gets. To broaden the spectrum, turn over all stones, and make sure that … [Read more...] about People’s Choice Award: Content Experience Strategist — Do You Know Any?
In 2015, a senior vice president at Google wrote: Consumer behavior has changed forever. Today's battle for hearts, minds, and dollars is won (or lost) in micro-moments—intent-driven moments of decision-making and preference-shaping that occur throughout the entire consumer journey. Not only do customers want content-on-demand, they have come to expect exactly the content they want, when they want it, on any device they are using. The need to provide customized content experiences can be … [Read more...] about Finding Gold: Shaping the Customer Content Experience
Push yourself, Push your boundaries, and learn best practices from leaders across industries at one of our Push Events. The mission of Push is to create learning opportunities for industry leaders about customer focus with an emphasis on digital and customer experience. - Aaron Fulkerson, CEO, MindTouch Video & Editing by Ari Hoffman, Music by Marcus Neely The Push events were born from our CEO, Aaron Fulkerson, wanting to push himself to learn from others. Fulkerson … [Read more...] about MindTouch Push Events – Raising the Bar where the Thought Leaders Are
Knowledge-Centered Service (KCS®) is a Knowledge Management methodology that seeks to “integrate the creation and maintenance of knowledge into the process of interaction.” In other words, KCS advocates the documentation of knowledge at the moment of creation. Whether it's a customer support call or email interactions between professional services and a client, organizations generate tons of knowledge that (without KCS practices) is lost when employees move on from the company. KCS seeks to … [Read more...] about Why You Need to Get Buy-In for KCS Success
Is your content delivering what your customers expect? Are prospective customers even finding your content? Customers expect a clear and consistent message wherever they engage with you throughout their journey—from Google, across social, within your shopping cart, on your support site. If at any point they’re not finding information they need, they’ll move on to your competitor who’s better at answering their questions. Keep your customers happy There is a major disconnect between the way … [Read more...] about Don’t Let Your Non-Smart Content Give Your Competitors a Boost