I recently got an email from Expedia. Asking me to shout about my trip to Minneapolis. At first, I thought they somehow got the impression my flights were bad (they weren’t). All because they said shout.
After I opened the email, it was finally clear what Expedia was after: they wanted my feedback. And they were trying to have a little fun with it (hello, inquisitive giraffe!).
So confusing! Why not just ask for feedback up front? Next time, Expedia, please be more more direct.
Gerry McGovern, founder and CEO at Customer Carewords, shares how to take better care of customers through the self-service content you provide.
Continue reading Gerry McGovern: Key Principles for Creating Useful Self-Service Content
Sally Bagshaw explores why businesses and organizations should fold customer service into content strategy and how to do it.
Continue reading Sally Bagshaw: Beyond the web – Customer service center content strategy
Margot Bloomstein explores the value of differentiation in content strategy and owning your specific passion/area of expertise.
Continue reading Margot Bloomstein: Defining Our Industry and Defining Ourselves
Margo Stern, Content Strategy Lead, Shopping at Google, gets into how to design product content, OR “going from concept to launch with a little less pain.”
Continue reading Margo Stern: Make the String Shorter – Designing Killer Content for Product