Debbie Levitt: Journey Mapping and Task Analy...

Technical documentation of software products is critical work that needs to accurately inform end users, regardless of how quickly and substantially the software might be changing. Manny Silva has created Docs as Tests, a system that integrates a set of well-developed practices a ...  Afficher plus

Modern content systems are complex and abstract, presenting problems for managers who want to understand how their content is performing. At Autogram, Jeff Eaton and Karen McGrane have developed a content observability framework to address this complexity. Their framework evaluat ...  Afficher plus

We've all been there: You go to a local business, or visit a hotel, or go online to make a purchase, and the experience is awful. If it's bad enough, you decide to never go back again. Which means the business - at a minimum - has lost a customer. In today's competitive market ...

The lifeblood of a small business is its customers. Going the extra mile to provide easy payment methods and clear communication can mean the difference between a couple of sales, and a couple hundred. Jannese and Austin discuss what they love to encounter as customers patroni ...

Taylor Welch is the guest on this episode and is the CEO of Traffic And Funnels, author of 2 best selling books, and he has advised & serviced nearly 50,000 individual businesses in the last 5 years.  They discuss some important factors to gaining and keeping clients; people need ...  Afficher plus

My secret for creating a sustained, successful business? Customer support excellence! 11 years in business, thousands of customers served, and I think it’s safe to say I’ve learned a thing or two about how to make a customer's experience top-notch and unforgettable. Would you lik ...  Afficher plus