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# Customer Success Interview Q’s & mapping for Content Writing
- URL: https://www.aveshneeiyer.com/customer-success-interview-qs-mapping-for-content-writing/
- Published: 2022-03-22T08:46:43.000Z
- Updated: 2023-12-07T03:50:08.000Z
- Author: Aveshnee iyer

# Thanks #UC Davies for the learnings from [The Strategy of Content Marketing](https://www.coursera.org/learn/content-marketing?gclid=Cj0KCQiAmeKQBhDvARIsAHJ7mF6hSziJ1gpzvUDmnaTZoreU%5F0C6zFCZCQV4A2ChyNBn0dlKmWOHRvUaArOXEALw%5FwcB&ref=aveshneeiyer.com) on Coursera.

## Here are a few things I got to extend on in content writing from a customer perspective:

> \- The first step is Design thinking with customers.  
>  
> \- Good content writing starts with understanding your customer’s perspective to gain a competitive advantage.  
>  
> \- Questions that give you great insight into the needs of the customer.  
>  
> \- Turn the results into Opportunities and High 5’s to extend beyond your customer expectations — like CTA’s on social media, risk guarantees for buyer’s remorse and confidence — and you have a great high 5’s 'set of actions' to implement.

**Customer empathy mapping is often sourced from information like research, interviews or customer satisfaction surveys as part of your product innovation.** Add that to #googlesearchconsole and its really great!

*It is quite useful in a remote world to to make sense of the information on a collaborative whiteboard. you can use a tool like* [***ConceptBoard***](https://conceptboard.com/blog/create-a-customer-empathy-map-in-6-easy-steps/?ref=aveshneeiyer.com) *or something like* [***Miro***](https://miro.com/?ref=aveshneeiyer.com)*or* [***StickyStudio***](https://sticky.studio/?ref=aveshneeiyer.com)

So let’s have a look at a use case for customer empathy mapping to enhance your value proposition. For this exercise I used [StickyStudio](https://sticky.studio/?ref=aveshneeiyer.com) to create a collaborative whiteboard.

## CUSTOMER EMPATHY MAPPING

> The best way is to create an EMPATHY MAP at the start of a project or when redesigning a new product, service or a website. It tells you a lot about your customer objectives.

### Have a look at the example that I created below that compares a manual process to digital transformation that displays the Voice of the Customer:

![](https://storage.ghost.io/c/63/8c/638cc33b-5912-48b9-958c-94664f8e958a/content/images/2022/03/Screenshot-2022-03-17-at-09.38.29.png)

CUSTOMER EMPATHY MAPPING WITH PAINS AND GAINS

## CUSTOMER EXPERIENCE MAPPING

> *Now this is really where you get to test your knowledge about your customer point of view and find opportunities for your customer strategy.*

### **The important thing is to know what to ask to understand your customer’s wants — who you are selling to and what opportunities could come about to:**

- retain loyal customers
- serve new customers
- create new markets
- for customer retention:

![](https://storage.ghost.io/c/63/8c/638cc33b-5912-48b9-958c-94664f8e958a/content/images/2022/03/customer-iinteraction.jpeg)

1. What are the different places or **intersects do I connect with you** for your product or service (touch point)?
2. What information is out there about your product or service? Am I seeing you on LinkedIn, Instagram, Twitter…. **What quality of information is available on those platforms (high quality, medium, low)?**
3. Why would I opt in for email content from you? **What is the benefit to the customer, what are their customer preferences?**
4. What do I really need to **know that will drive my decision** — — yes there is a lot of information but what is the important variable I need to know to make my buying decision? eg. is it product quality, product performance or is it new technologies?
5. Yes **customer delight** has been around but what is my delightful experience, *do I bomb out on your website, is it too slow, is there too much of writing, is there a Live Chat option for a quick question*?
6. Analyse the **customer purchasing steps** how can you make it simpler for the customer by adopting some best practices?
7. Do I have **buyer’s remorse, what is your risk guarantee** (product promise) so that I can have confidence in you when I talk to family and friends about my purchase? *Remember a purchase is made with the mind and emotional justifications to everyone else.*

### Here is an example of Customer Experience Mapping using some of the Q’s above & how to identify the High 5's:

![](https://storage.ghost.io/c/63/8c/638cc33b-5912-48b9-958c-94664f8e958a/content/images/2022/03/Screenshot-2022-03-17-at-09.43.21.png)

CUSTOMER EXPERIENCE MAPPING WITH HIGH FIVES

### From a business model & financial perspective it is of great customer value to delve into these type of questions when:

- Developing Customer strategies
- Writing content
- Identifying opportunities
- Simplifying for operational excellence

Here is #SoniaSimone’s [sample video](https://www.youtube.com/watch?v=LQB1I-Qqz90&ref=aveshneeiyer.com) as an intro for the The strategy of content marketing.

For more Follow me on Medium [https://medium.com/@aveshnee7](https://medium.com/@aveshnee7?ref=aveshneeiyer.com)