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.
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. Two of those articles are available on the web:
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