How we communicate with customers is just as important as what we communicate. Getting specific about where a customer is in the moment helps us meet them where they are.
When the financial news is bad, our content can still do good.
Celebrate the good stuff, but be mindful of what that is (and how often it's happening).
Content for developers must be concise, accurate, and structured.
If you must send an email, make sure it's relevant, focused, and helpful.
How we talk to the experts that talk to our customers (their clients).
Help content should support a customer when they need it, where they need it.
We have two approaches to introducing new tax or accounting terms.
Security and consent
To help customers with their financial lives, we first have to ask permission.