Tag Archives: self service

4 Good Customer Service Trends—And 1 Scary Myth

Posted August 11th, 2009 | By Colleen | Categories: Content Strategy, Marketing | 1 Comment

At Customer UNinterrupted, I caught an amazing presentation by Lynn Holmgrem, VP & General Manager of Consumer Care at Whirlpool. She told the story of [...]

Design and Content in Customer Service Excellence

Posted July 31st, 2009 | By Colleen | Categories: Content Strategy, Marketing, Writing | 3 Comments

Earlier this week at Customer UNinterrupted, stars in customer service from brands such as Whirlpool, T-Mobile, Zappos, CVS, and much more presented exciting [...]

Content Is More Than Copy

Content Is More Than Copy

Posted September 6th, 2008 | By Colleen | Categories: Content Strategy, Essays, Marketing, Persuasion and Influence, Usability, User / Customer Experience, Writing | No Comments

When I talk to people — clients, UX professionals, interactive marketers — about content, I find an assumption often lurks beneath their comments.  What’s that assumption?  [...]