Improving business impact of technical writing and UX writing outlines how to increase the business value of two writing disciplines that directly affect customer experience.
Before diving into that, the backstory shares how I developed an unusual point of view while practicing service design and experiential social media—and how this led me to technical writing and UX writing.
Then the main event: I offer five ways organizations can substantially improve the business impact of technical writing and UX writing.
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True love for customers reveals how nonprofit, commercial and government organizations of all sizes can create much stronger relationships and business by transforming how they relate to customers.
Why T-Mobile Needs a Chief Customer Officer shows how customers’ omni-channel interactions with enterprises demand profound integration of business processes, and how firms’ failure to “go all the way” in breaking down silos ultimately threatens business. Most firms don’t go far enough, including T-Mobile, and their silo-centric efforts fail to get the job done. To illustrate the point, I’ll share how T-Mobile alienates fans like me by not delivering what they promise.
Customer experience and experiential social media shows how you can succeed in transforming your customers’ experiences with your firm by adopting a refreshing and effective human approach. Transforming customer experience enables most firms to become more resilient and profitable.
Customer success and experiential social media identifies three pitfalls that too often prevent customer success initiatives from attaining their potential for improving customer experience. In case you’re not familiar with the customer success movement, I outline its origins and scope, so you can appreciate the pitfalls and avoid them.
Employee engagement and experiential social media shares my insights into one of the biggest challenges faced by business today—the employee engagement crisis, and how firms can change the game. Fewer than a quarter of employees are engaged, a slightly smaller quarter are “actively disengaged,” and the majority is blasé and punches the clock.
This Drive to Trust trailer offers a quick behind-the-scenes look into why I’m doing it. Drive to Trust is CSRA’s major initiative this year. We’re partnering with firms in all kinds of industries to show that trust-building in digital public achieves marketing goals much, much better than promotion. These daring organizations will learn how to change how they relate to people, and they’ll become much more competitive.
Three Powerful Experiential Social Media Lessons shares three surprising breakthrough insights I’ve learned while practicing experiential social media. This is one of the videos I’ve made to share some of the most useful things I’ve learned since 2006.
In Healing Business, I’ll share why I think business needs healing and how CSRA is doing it with experiential social media. Business is wounded from a human point of view because it’s become very impersonal; large organizations don’t mean to, but they treat employees and customers as numbers because they don’t know or trust them. Experiential is a practical way to change that.
11 Celebration summarizes my reflections on CSRA’s first decade in business, and my vision for our next decade. We’ve been pioneering in experiential social media and social business transformation since I founded the firm in February 2006.