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TL’s Role in Customer Experience

Almost every customer experience (CX) professional understands the three main stages of the customer lifecycle: pre-purchase, purchase, and post-purchase. But in many instances, customer experience is relegated to a post-purchase service and support activity.

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Lessons Learned: Apply a Customer-Centric Framework to Content Strategy

June 20, 2019
What does it mean to be customer-centric? It means an organization’s approach to business is designed to create a positive experience for the customer. Customer-centricity is a mindset, and you can apply the same thinking to your content strategy. As discussed in my previous blog post, there are four key characteristics that true customer-centric content teams possess: Design content to drive customer success, not the product or service  [...]

Continue Reading: Lessons Learned: Apply a Customer-Centric Framework to Content Strategy