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Improving Customer Experience: The 9-Step Foundation for Retention

A strategic approach to Customer Experience is a sharp differentiator in the success and growth of companies for a simple reason – so many companies just don’t have one. Not necessarily from

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Great article that’s really about common sense in understanding your customer base and how to adapt to their changing needs. While this article is really meant for marketing and digital marketing, it can easily apply to content marketing as well as how we write as technical communicators in general. Needs and interests change, and we need to adapt to them. 

Disclosure: I’m also a little biased, as this was written by my cousin’s “significant other” (so he’s family to me). He’s a smart cookie, and a pleasure to talk shop with, when I get the chance! 🙂 Even so, he makes fantastic points here, family or not! 
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See on Scoop.itM-learning, E-Learning, and Technical Communications


Danielle M. Villegas is a technical communicator who currently employed at Cox Automotive, Inc., and freelances as her own technical communications consultancy, Dair Communications. She has worked at the International Refugee Committee, MetLife, Novo Nordisk, BASF North America, Merck, and Deloitte, with a background in content strategy, web content management, social media, project management, e-learning, and client services. Danielle is best known in the technical communications world for her blog,, which has continued to flourish since it was launched during her graduate studies at NJIT in 2012. She has presented webinars and seminars for Adobe, the Society for Technical Communication (STC), the IEEE ProComm, TCUK (ISTC) and at Drexel University’s eLearning Conference. She has written articles for the STC Intercom, STC Notebook, the Content Rules blog, and The Content Wrangler as well. She is very active in the STC, as a former chapter president for the STC-Philadelphia Metro Chapter, and is currently serving on three STC Board committees. You can learn more about Danielle on LinkedIn at, on Twitter @techcommgeekmom, or through her blog. All content is the owner's opinions, and does not reflect those of her employers past or present.

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