How Poor Customer Technical Communication Hurts Business

How Poor Technical Communication Hurts Business reveals that firms regularly increase their customer service and marketing costs by sending inept letters, emails, technical instructions, and other communications to their customers and employees. It shows how they can increase profit by making these communications more user-centric.

Poor Technical Communication Hurts BusinessBanks, physicians, retailers, and many others routinely send poor instructional technical communications to their customers, resulting in high customer service costs, high return costs, high customer churn, and many related costs. These letters, emails, web pages, and other communications are produced by writers who show little insight into customers’ journeys that include the product or service.

The same problem occurs when firms communicate to their employees, and this results in employees’ anxiety and lost productivity (think about choosing your “benefits”) as well as HR staff time, IT staff time, management time, and employee dissatisfaction. It hurts the relationship that most employers try to develop with their employees.

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The Social Business Enabler of Digital Transformation [CDO Guide to Social Business Part1]

TheSocial Business Enabler of Digital Transformation reveals how social technologies have changed the economics of interacting and collaborating, and it presents four ways that Chief Digital Officers can use social to lower risk and boost returns of digital transformation.

The Social Business Enabler of Digital Transformation [CDO Guide to Social Business Part1]Social business competency is pivotal to digital transformation because it combines four unusual characteristics. First, it makes interacting and collaborating an order of magnitude faster and less costly than current processes; second, few organizations understand how to use social business to interact with key customers to boost profit, so leaders enjoy rare advantage; third, when compared to ecommerce, mobile and big data & analytics investments, social business shows results quickly and costs less. Lastly, social business reveals what stakeholders really think when organizations aren’t in the room, so it’s effective for due diligence and “requirements analysis” for ecommerce, mobile and big data investments.

As Social Business Enabler of Digital Transformation explains, social business has a two-fold value proposition for Chief Digital Officers: they can use social directly to drive reputation, innovation and profit—and […]