Does your web content resonate with customers, or is it missing the mark?
When customers interact with you in person, they rely on non-verbal communication to assess your honesty and knowledge. But when they're online, the quality of the content and the overall experience is what makes customers decide if they want to do business with you.
is interactive, integrated, contextual, and discoverable,
mirrors your customers’ perspective like a trusted friend,
enhances user experience (UX) and Search/SEO results, and
builds trust to create loyal, contented customers.
Contentment Communications is a content strategy consultancy that specializes in UX-optimized content and customer experience (CX). We help organizations maximize the potential of every customer interaction, both online and offline.
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A unified strategy for planning, developing, publishing, managing and maintaining contextual, discoverable content. All organizations need one!Examples:
Style guides & editorial scorecards
Site search & SEO optimization
Taxonomy & tagging
User-generated content programs
UX, Usability & Customer Experience
The way users feel about a website or system and how intuitive it is to use. Every interaction customers have with your company affects their experience.Examples:
Voice of the Customer (VoC) programs & analysis
Use case & persona development
Customer experience (CX) journey maps
Technical Project Management
End-to-end project management from requirements to post-launch production testing, and everything in between.Examples:
Requirements gathering & writing
CMS Implementations & migrations
Website build outs & redesigns
QA & UAT
Writing & Editing
Customized content development and editing for both online and offline content.Examples:
Founder Lisanne Wirth is a rare mix of content strategist, Certified User Experience Analyst (CXA), technical web project manager, and writer/editor. Her unique, 360-degree view of content projects and the associated operational impacts, both on the front and back end, help her to identify hidden opportunities.
She champions the principle of “Content Before Design” to ensure that websites or other communication systems are built to maximize efficiency and ensure consistent messaging across channels. Lisanne is also skilled at directing customer experience (CX) change management initiatives that span diverse stakeholder teams.
Her 16-year career at Verizon Wireless included many firsts. Every communications and web position she held was the first of its kind, from building employee communication and recognition programs to conceptualizing and managing national sweepstakes.
She worked closely with Verizon Wireless I.T. and technical vendors to launch the Internet Team’s first Content Management System (CMS), which was Omniture Publish (now Adobe AEM) in 2004. This was a revolutionary change for Verizon Wireless because it enabled the Internet Team to publish content in real time, instead of waiting weeks for I.T. to update page content. In addition to being the product owner for online support and prioritizing the enhancement roadmap, she also wrote and edited nearly every piece of online support and B2B marketing content for many years.
Lisanne pioneered the first content strategy for VerizonWireless.com, which included numerous initiatives to break down silos between stakeholder groups and facilitate collaboration to improve customer experience across all channels. As a result, her work was benchmarked for a company-wide content alliance.
She started Contentment Communications after leaving Verizon in 2013, and has worked with a variety of clients, including a digital interactive agency, UX research firms, education providers, and healthcare professionals.
Lisanne gained experience with nonprofits and Drupal implementation and optimization as the Director of Content Strategy for Teach For America. In 2015, she managed a large content migration and redesign, built a new content governance program, led SEO and accessibility, and developed the organization’s first tagging strategy.
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