@WebWorksChris #LavaCon

A Printer, Desktop, and a Tablet walk in to a bar…

Creating TechCom Nirvana

Christopher Ward

Defining Nirvana

@WebWorksChris #LavaCon

Defining Nirvana

@WebWorksChris #LavaCon

When content increases– product or service value, and

– promotes audience loyalty…

Content becomes the most pivotal asset for an organization’s continued success.

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

The path to Nirvana: 3 simple questions Who do you serve?

– This is the understanding of the overall business strategy and the preferences of the target audience.

What is the desired outcome?

– Aligning your strategy to promote the value of the product or service and foster loyalty by serving the audience.

Do you have the resources for Nirvana?

– Do your procedures align with the strategy?

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Who do you serve?

#BusinessStrategy: Gives a competitive advantage in the chosen market

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Who do you serve?

Understanding audience behavior allows you to meet their preferences

Awareness of need

Research

Evaluate Solutions

Purchase and Consumption

Post-Purchase Phase

Consumer Decision Making Process

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

What is the desired outcome?

Increased value of the product or service

Since we understand the consumer’s preference is to gather information during the consumer decision making process, then how and where can we meet that preference?

Research Evaluate Solutions

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

What is the desired outcome?

Audience loyalty

Since we understand that tension is built in the Post-Purchase Phase, how can we increase loyalty?

Post-Purchase Phase

The best way to relieve tension during this process is effective communication

By creating content that delivers effective communication through audience preference, we can increase customer experience and loyalty

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Do you have the resources for Nirvana? Evaluation of current process

– Procedures must align with Strategies

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Do you have the resources for Nirvana? You have to have some way to speak with the

audience

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Do you have the resources for Nirvana? How do you get those resources?

– Positioning your business case

Rapport

Discovery

Positioning

Close

Overcoming Objections

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Bihler

Bihler – the world’s leading company for stamping and forming machines with the most advanced software.

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Who do you serve?

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

What is the desired outcome?

Easier for Technicians to access manuals in the field

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Do you have the resources for Nirvana?

© 2014 – Quadralay Corporation @WebWorksChris #LavaCon

Reference page:

[http://www.apple.com/pr/library/2007/06/28iPhone-Premieres-This-Friday-Night-at-Apple-Retail-Stores.html

http://www.apple.com/pr/library/2010/04/05Apple-Sells-Over-300-000-iPads-First-Day.html

http://www.pewinternet.org/Static-Pages/Trend-Data-%28Adults%29/Online-Activites-Total.aspx

http://www.forbes.com/sites/markfidelman/2012/05/02/the-latest-infographics-mobile-business-statistics-for- 2012/2/

http://www.checkpoint.com/downloads/products/check-point-mobile-security-survey-report.pdf

http://www.webworks.com/Info/CABB/1/The_Evolution_of_Online_Help/#page/Topics/1.1_.html

http://blogs.webworks.com/guest/2011/10/05/whitepaper-series-completed-let-us-know-what-you-think/

https://noppa.aalto.fi/noppa/kurssi/t-128.5540/luennot/T-128_5540_how_information_changes_consumer_behavior_and_how_consumer_behavior_determines_corporate_strategy.pdf

www.mycorporation.com MyCorporation, MyCorporation Focuses on Encouraging Small Businesses to Grow Businesses With Great Customer Service in 2013

Daniel Alcorn, “Improving Customer Retention during a Slowdown”

Harvard Business Review, Frederick F. Reichheld and W. Earl Sasser, Jr. “Zero Defections: Quality Comes to Services”