Download the free Adding Value white paper (262 KB) as a PDF file.
According to "How to Profit from Customer Dissatisfaction - A White Paper" by the Verde Group, customer dissatisfaction places 20 percent of a typical North American company's revenue at risk. Companies that correct fairly simple problems with service and quality can retain 70 percent of the at-risk customers. The findings are based on studies conducted from 1999 to 2004 involving 25,000 people. Good technical publications help minimize customer dissatisfaction.
To order the white paper ($250), go to the Verde Group website.
The "Cut Costs and Build Sales!" material on our website is also available as an eight-page white paper: Adding Value: Using Technical Communications to Cut Costs and Build Sales.
The white paper includes additional examples, illustrations, quotations, and links to other materials.
The white paper refers to five articles in periodicals published by the Society for Technical Communication: Intercom and Technical Communication. Four of those articles are available on the web:
- Redish, Janice, "Adding Value as a Professional Technical Communicator," Technical Communication, November 2003 (Vol. 50, No. 4), excerpts.
- Hughes, Michael, "Progressive User Adoption," Intercom, July/August 2009.
- Pratt, Ellis, "A Different Perspective on Measuring the Value of Technical Communication," Intercom, July/August 2009.
- Porter, Alan J., "Should Customers Pay for the Manual?" Intercom, July/August 2009.
Kirk, Hannah R., "Enhancing the Perceived Value of Your Technical Communication Department in Hard Times," Intercom, July/August 2009, is not available on the web.
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