There is a lot of discussion around the role of the web content management system in customer experience management (CXM). Some say it’s the core, others say it’s an element, but not a driver. I say they are both right. Let's be very specific here, because it is important. If we were just talking purely about the online customer experience, then I would agree that the web content management system (WCM) is the core to designing and support CXM strategies. Pretty much every supporting CXM … [Read more...] about The Content Repository Is the Key to Customer Experience Management
It should come as no surprise that buyers of your products are using search engines to learn more about your products. They may be researching your space to make a purchasing decision or trying to figure out how to better use a competing product. You can actually use your product help to drive prospective buyers to your site. Indeed, search engines reward you for publishing product, technical and help content by increasing your search engine rankings. If you’re only providing your help center … [Read more...] about Increase Web Site Traffic with Qualified Buyers. How? Product Documentation, of Course.
The digital age has broadened individual access to the world. Today, through social networking and community platforms, people can not only see, hear and read information from every corner of the globe, they can speak to the world. This has given rise to the next great historical age we live in today. We’ve emerged from an era dominated by ‘super-powers’ and now live an age of super empowerment. The impact this has had on business has been profound to say the least. Today, innovation and growth … [Read more...] about The First Law of Customer Happiness: Every Interaction Creates a Personal Reaction
Every day at MindTouch we see companies come through our doors who find themselves with unhappy customers, low renewals and high support costs. We’ve deduced the source of these problems to stem from poor relationship management. A relationship is a two-way street where the parties involved are happiest when all benefit. In the end, a social product help system resolves the relationship issues these companies experience and we want to share with you the secret to a healthy customer relationship: … [Read more...] about 3 Secrets to a Healthy Customer Relationship: Give, Take and Share
What does customer experience mean to you? For me, a great customer experience is a search box on your website -- one that actually works. It’s an online chat support person who can answer your simple questions without having to ask someone else. It’s an unsubscribe button that actually unsubscribes you. It’s a website that says just a little bit more about your product than the flashy PDF brochure you can download. And it’s a store clerk who doesn’t ask you for your email address when they … [Read more...] about CXM Strategies: Too Much Personalization, Separating Online From Offline Customer Experiences