In one of our big department gatherings at a former employer, a senior manager under whom our organization had recently been re-organized laid out these stages or levels of influence. She drew it as a pyramid, and if you like to look at it that way, fine with me… I’m going to describe it in [...]
Filed under: Best Practices, ROI, War Stories
|
I’ve had more than a few documentation/customer support issues over the past year that resulted in extraordinary frustration. It seems that more and more, business are designing closed channels, such as telephone, email, web-based support, FAQs, and chat, for supporting their customers. These systems provide the illusion of being open and dialectic, but I don’t [...]
Filed under: Best Practices, War Stories
|
