Two Must See Presentations at LavaCon 2012

August 22nd, 2012 | | Conferences, MindTouch
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This year MindTouch is proud to send it’s CEO, Aaron Fulkerson and it’s Customer Experience Manager, Corey Ganser to the 10th annual LavaCon Conference on Digital Media and Content Strategies  to be held October 7–9 in Portland, Oregon.

Aaron Fulkerson will deliver a presentation titled Tech Comm and Support that Delivers Customer Happiness: Field Tested Social Design Patterns That Work. 

” Every company wants their customers to be ecstatic with their products. The best way to achieve customer happiness is to convert users into product experts in the shortest time possible. Great documentation can help, but applying social design patterns to help and documentation has been proven successful by companies like Zappos, Intuit, Autodesk, Paypal, ExactTarget, Mozilla…. Fulkerson will call upon these companies as real world examples to demonstrate field tested social design patterns that create thrilled users experts, product advocates and successful businesses.”

Corey Ganser’s presentation is titled What Makes a Superhero? Doing What Others Can’t and/or Won’t.

“In this session, Corey Ganser from MindTouch will review how customer support departments, technical writing teams and product teams are coming together through a centralized documentation community.  During this presentation, Corey will present case studies from customers like Zuora, Plato Learning, and SuccessFactors highlighting metrics of success along with the steps they took to get there.”

If you’ll be attending LavaCon 2012 you’ll definitely want to catch these presentations.

For LavaCon tickets visit http://lavacon.org and register by September 1st  using the referral code MINDTOUCH to get $50 off your conference tuition.

The First Law of Customer Happiness: Every Interaction Creates a Personal Reaction

March 20th, 2012 | | Editorial, Product Help
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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 depends upon interactions rooted in modern digital social contexts yet personalized and focused on the individual. The rapid expansion of the digital age, and the resulting empowerment of individual access to information and the ability to quickly gain a wide audience has rendered experiences strictly designed for all as unsatisfactory to most.

Of course, it’s impossible to create a customer success infra-structure for every individual you sell to; that method would simply be impractical. However, you can build into your customer success modalities instances which recognize the individual and engages them on a personal level. For instance, when establishing a product help or support site, there are considerations that should be addressed that would serve to create a positive personal reaction and a great experience for the user.

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