Using Customer Journeys To Inform Content Strategy

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Presented by

Steven Keith > Host: Kevin Nichols

About this talk

Listening to what past potential customers and actual customers have to say gives us the best ideas for planning our content. By using journey mapping to understand their real experiences with our brand, we can collect the information we need to make our content strategies better. Many companies make the mistake of planning their content based on gut feeling instead of using data from past customer experiences. Join us for a discussion with an internationally recognized customer experience expert, Steven Keith, to talk about the need for us to pay attention to the detailed feedback from people who are just starting to interact with our company, so we can give them what they need to make smart buying choices. This approach helps us feel more confident that we're helping people achieve what they want, and we can then offer that helpful content to them. Steven Keith is an internationally recognized expert and keynote speaker for customer experience in professional services firms. Steven works with companies in the Fortune 10 as well as the Fortune 10,000 by helping them transform their strategies and operations to become more systematically empathetic to their internal and external customers. Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you. “Let’s Talk Personalization” is brought to you by The Content Wrangler and AvenueCX and sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.
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The Content Wrangler Channel covers the people, methods, tools and technologies designed to help you deliver the right information, to the right people, at the right time, on the right device, in the right format and language. Your content is your most valuable business asset. Let us show you how to manage it efficiently and effectively.