Thursday, 14 August at 14:00 CEST, 1:00 pm BST, 8:00 am EDT
My next free webinar takes a content strategist’s approach to the use of social media to feed back into product design and build customer loyalty.
Once a customer buys your product or service, it becomes the main communications channel with your company. That means that the content contained in your product (interfaces, messages, manuals, ergonomics and esthetic design, etc.) must be on message with the rest of your content strategy. One way to build that message, and improve product design in the process, is to build true integrated communities of stakeholders that include your customers as equal players with your internal teams: design, development, marketing, management, etc.
These communities are far from a simple Facebook page, or “user forum.” They require attention, care, and feeding, and the reward is a degree of loyalty money can’t buy.
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Ray Gallon is president and co-founder of The Transformation Society (www.transformationsociety.net), a research, training and consulting company focusing on building learning organisations that can manage complexity and the digital transformation. He has over 40 years as a communicator, first as an award-winning radio producer and journalist, then in the technical content industries. His management experience includes a stint as program manager of WNYC-FM, New York City’s public radio station.
Ray is a self-described "humanist nerd," and has always been interested in the meeting point between technology and culture, and has used his broad experience to advantage with companies such as IBM, General Electric Health Care, Alcatel, 3M, and the OECD, as well as in smaller companies and startup enterprises.
Ray recently helped co-found the Information 4.0 Consortium (www.information4zero.org) and serves as its current president.
Ray is a university lecturer and a keynote speaker at events throughout the world. He has contributed articles and chapters to many books and periodicals and is the editor of the recently published “Language of Technical Communication” (XML Press).
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