It's been said that you can never make your customers happy all of the time. Even if you make them happy 99% of the time - that one bad experience will destroy all of the good ones. So, if...
Imagine the following scenario: a customer purchases a product, but they have questions using it. To get answers, they are required to log into three different support systems, and still,...
If you want to understand structured content and its benefits. there's no better person to talk to than Ann Rockley. Ann is often referred to as the mother of content strategy and is the...
Taxonomy is the organization of content into categories or topics and audiences to define content types. Implementing a taxonomy for your information is key to ensuring it's findable,...
The customer is in control. All savvy marketers and web managers now know this. It’s our job to present them with the type of content they demand in a personalized, contextual way. The...
Should you have a mobile-first digital experience strategy? It’s the question many marketers think about as mobile device usage continues to increase across the world, and Google continues...
In part two of our Q&A with Robert Rose, we discuss the state of content management and whether it’s ready to support an intelligent content approach. Marketers today face a dilemma. They...
Contextual, relevant experiences are the name of the game these days. Whether you are creating content for your website or some type of printed document, you're going to want the ability to...
Marketers today face a dilemma. They are responsible for delivering a great deal of engaging content to a wide variety of channels, but they aren't necessarily given the time, resources and...
You've made the investment in Salesforce, it's backed by management and the money has been spent. You are committed to using Salesforce as the platform for your Customer Service portal...
Web management is a strange alchemy. To make gold you need to blend art and science, mix with hard work and a handful of insightful strategy. In this web series we will cover eleven key...
More and more, customers look to the web to find the answers they need. And that means your website is a critical component of your customer support strategy. You'll still have your call...