Your Product Is Only As Good As Your Customers’ Ability To Use It. Customer Success Truly Matters.

June 23rd, 2014 | | MindTouch

Customer retention and loyalty is heavily dependent upon a company’s ability to empower their customers. Products are becoming more complex with each release cycle and, even with strong usability designs, customers require more information to become experts. The challenge for businesses is figuring out how to capitalize on this need, lower the barriers to entry, […]

Stop Losing Customers Because They Don’t Understand The Full Potential Of Your Product

April 8th, 2014 | | content strategy, Customer Experience Strategy, Editorial, Featured Post, MindTouch

Customer retention and loyalty is heavily dependent upon a businesses’ ability empower their customers. Products are becoming more complex with each release cycle and, even with strong usability designs, customers require more information to become experts. The challenge for businesses is figuring out how to capitalize on this need, lower the barriers to entry, and […]

MindTouch Faceted Search Raises the Bar on User Experience

July 3rd, 2013 | | Featured Post, MindTouch

About a month ago we introduced a new feature we call faceted search. Faceted search is more than just a fancy way to filter search results. It’s a quick and powerful way to sort results into categories that help users find the answers they need without drowning them in irrelevant information they don’t want. We’ve been […]

How Resilient is Your Product Help?

May 20th, 2013 | | Customer, Customer Experience Strategy, Featured Post

As consumers, we’re an impatient bunch. We expect instant gratification and have trouble waiting four seconds for an online shopping cart to load after we’ve decided to buy something. We’ve become accustomed to shopping online vs. schlepping to a free-standing geographically-located structure (that’s a “store” for you kids out there). We’d rather quickly click some buttons […]

5 Reasons Why E-commerce Systems Need a Social Help System

May 16th, 2013 | | Content in Context, content strategy, Customer Experience Strategy

Social help systems can benefit nearly every type of online business you can think of, but e-commerce is one area where it really shines. Lets take a look at five ways social help improves the customer experience and how some companies are using it to build brand loyalty with their users.   1. In-line help […]

5 Cold, Hard Truths About PDFs as Product Support

May 8th, 2013 | | content strategy, Customer

There’s been quite a hue and cry this week over Adobe’s decision to shift Creative Suite to a subscription-only business model. Beginning in June, the company’s flagship boxed set of widely used tools like Illustrator and Photoshop will be moved to, and supported in, the cloud. It’s a bold move, but not a shocking one, […]

Don’t Use My Product: 3 Things You Wouldn’t Say to Your Customer

May 6th, 2013 | | content strategy, Customer, Product Help

Imagine a company that actively discouraged its customers from buying or using its products. Imagine it quick, because a company like that won’t be in business for long. Sadly, some companies spend tons of money and hundreds of hours creating all kinds of marketing and customer service strategies only to shoot themselves in the foot by […]

The How and Why of Authoritative Content

January 31st, 2013 | | Content in Context, Featured Post

Back in the day, building customer relationships was simply a matter of creating an outstanding product or service then backing it up with some good user documentation. Today’s customers expect more — far more — from us. They want contextual, fresh, and relevant information so great engagement means you need to be part mind-reader, part […]

5 Ways To Radically Reinvent Product Help for a Competitive Edge

November 30th, 2012 | | Customer Experience Strategy, Featured Post, MindTouch, Product, Product Help, TCS Features

Let’s assume that product documentation and support is a major pain point at your company (for most, it is). The first step is to fix it by looking at it from the outside-in. In other words, what would you do differently if you really measured the usefulness and accessibility of your documentation from your customers’ […]

It’s Nice To Agree With Mark Hurd on The Future of Customer Experience…sort of.

July 16th, 2012 | | Customer Experience Strategy, MindTouch

The ideas around customer experience have been around a long time – but the pace of innovation in the CX space has greatly accelerated over the last few years due to rising consumer expectations and fueled by the explosive adoption of social media. A few weeks ago, Oracle made some major waves around its new […]

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