Mastering Content Connections with Your Customers

No one can deny that customer experience is hard. According to Christine Crandell, it's both a mindset and business strategy that involves deeply understanding what customers want. Once you know that, you can align your processes, content, and touchpoints to their journeys and desires.

The problem, said Crandell, is that most companies focus too much on acquisition and not enough on the full customer lifecycle. This results in poor experiences, churn, and missed opportunities.

What can you do? Build out your customer journey(s). And there aren't dozens of them. Crandell said there are usually on 3-5 main journeys per industry and product. Understanding these at a detailed level allows you to align content, sales, support, etc. to delight customers.

Remember, it's about the entire customer experience. Crandell shared her experience and guidance on the Content Matters Podcast. Definitely worth a listen.

You can find the episode (Video and Audio) here.

The Role of Tech Docs in Customer Experience

We bet you never thought you'd hear the phrases "technical documentation" and "customer experience" in the same sentence. But stay with us, they are related.

Technical documentation is vital in customer experience, from the brand website to a knowledge base, support site, customer portal, and your support team. Knowing where and how to use it is the first step. Creating it so your customers can use it is the second.?

Check out this blog to learn more about the relationship including:

• Why it's important to the customer experience
• Some of the challenges in creating documentation when you need to think about the customer experience.
• The experiences (channels) can technical documentation be shared.

Coming Up on the Content Matters Podcast - Tyler Lessard

Tyler Lessard knows a thing or two about building audiences. He's joining us on the podcast to talk about why audience building is so important and something you should be doing. He helps B2B companies build audiences of engaged followers and future buyers through a process he calls “Outside-In.”

With only 1% of your total addressable market actively in-market for a solution like yours, you’re missing a huge opportunity to connect with and engage the other 99%, so that when they are ready, they think of you. Join us on March 14th at 1 pm ET when Tyler will explain why you need to reframe your strategy and how. Plus, he has some great examples to back it all up.

Here's the LinkedIn Live link to sign up!

A Bit About Ingeniux

Ingeniux is the leading provider of content management and customer portal software.?Ingeniux helps organizations create modern websites, customer support portals, and other customer touchpoints.?With an unparalleled focus on the content itself, we?design our software to enable content reuse, true mobile and multi-channel content delivery, and insightful content discovery. Our unique content-as-a-service capabilities deliver content into web and mobile applications and other key channels.

See Ingeniux in action. View a 4-minute product tour. View the Demo

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