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package/skills/copywriting/references/natural-transitions.md

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+# Natural Transitions
+
+Transitional phrases to guide readers through your content. Good signposting improves readability, user engagement, and helps search engines understand content structure.
+
+Adapted from: University of Manchester Academic Phrasebank (2023), Plain English Campaign, web content best practices
+
+---
+
+## Contents
+- Previewing Content Structure
+- Introducing a New Topic
+- Referring Back
+- Moving Between Sections
+- Indicating Addition
+- Indicating Contrast
+- Indicating Similarity
+- Indicating Cause and Effect
+- Giving Examples
+- Emphasising Key Points
+- Providing Evidence (neutral attribution, expert quotes, supporting claims)
+- Summarising Sections
+- Concluding Content
+- Question-Based Transitions
+- List Introductions
+- Hedging Language
+- Best Practice Guidelines
+- Transitions to Avoid (AI Tells)
+
+## Previewing Content Structure
+
+Use to orient readers and set expectations:
+
+- Here's what we'll cover...
+- This guide walks you through...
+- Below, you'll find...
+- We'll start with X, then move to Y...
+- First, let's look at...
+- Let's break this down step by step.
+- The sections below explain...
+
+---
+
+## Introducing a New Topic
+
+- When it comes to X,...
+- Regarding X,...
+- Speaking of X,...
+- Now let's talk about X.
+- Another key factor is...
+- X is worth exploring because...
+
+---
+
+## Referring Back
+
+Use to connect ideas and reinforce key points:
+
+- As mentioned earlier,...
+- As we covered above,...
+- Remember when we discussed X?
+- Building on that point,...
+- Going back to X,...
+- Earlier, we explained that...
+
+---
+
+## Moving Between Sections
+
+- Now let's look at...
+- Next up:...
+- Moving on to...
+- With that covered, let's turn to...
+- Now that you understand X, here's Y.
+- That brings us to...
+
+---
+
+## Indicating Addition
+
+- Also,...
+- Plus,...
+- On top of that,...
+- What's more,...
+- Another benefit is...
+- Beyond that,...
+- In addition,...
+- There's also...
+
+**Note:** Use "moreover" and "furthermore" sparingly. They can sound AI-generated when overused.
+
+---
+
+## Indicating Contrast
+
+- However,...
+- But,...
+- That said,...
+- On the flip side,...
+- In contrast,...
+- Unlike X, Y...
+- While X is true, Y...
+- Despite this,...
+
+---
+
+## Indicating Similarity
+
+- Similarly,...
+- Likewise,...
+- In the same way,...
+- Just like X, Y also...
+- This mirrors...
+- The same applies to...
+
+---
+
+## Indicating Cause and Effect
+
+- So,...
+- This means...
+- As a result,...
+- That's why...
+- Because of this,...
+- This leads to...
+- The outcome?...
+- Here's what happens:...
+
+---
+
+## Giving Examples
+
+- For example,...
+- For instance,...
+- Here's an example:...
+- Take X, for instance.
+- Consider this:...
+- A good example is...
+- To illustrate,...
+- Like when...
+- Say you want to...
+
+---
+
+## Emphasising Key Points
+
+- Here's the key takeaway:...
+- The important thing is...
+- What matters most is...
+- Don't miss this:...
+- Pay attention to...
+- This is critical:...
+- The bottom line?...
+
+---
+
+## Providing Evidence
+
+Use when citing sources, data, or expert opinions:
+
+### Neutral attribution
+- According to [Source],...
+- [Source] reports that...
+- Research shows that...
+- Data from [Source] indicates...
+- A study by [Source] found...
+
+### Expert quotes
+- As [Expert] puts it,...
+- [Expert] explains,...
+- In the words of [Expert],...
+- [Expert] notes that...
+
+### Supporting claims
+- This is backed by...
+- Evidence suggests...
+- The numbers confirm...
+- This aligns with findings from...
+
+---
+
+## Summarising Sections
+
+- To recap,...
+- Here's the short version:...
+- In short,...
+- The takeaway?...
+- So what does this mean?...
+- Let's pull this together:...
+- Quick summary:...
+
+---
+
+## Concluding Content
+
+- Wrapping up,...
+- The bottom line is...
+- Here's what to do next:...
+- To sum up,...
+- Final thoughts:...
+- Ready to get started?...
+- Now it's your turn.
+
+**Note:** Avoid "In conclusion" at the start of a paragraph. It's overused and signals AI writing.
+
+---
+
+## Question-Based Transitions
+
+Useful for conversational tone and featured snippet optimization:
+
+- So what does this mean for you?
+- But why does this matter?
+- How do you actually do this?
+- What's the catch?
+- Sound complicated? It's not.
+- Wondering where to start?
+- Still not sure? Here's the breakdown.
+
+---
+
+## List Introductions
+
+For numbered lists and step-by-step content:
+
+- Here's how to do it:
+- Follow these steps:
+- The process is straightforward:
+- Here's what you need to know:
+- Key things to consider:
+- The main factors are:
+
+---
+
+## Hedging Language
+
+For claims that need qualification or aren't absolute:
+
+- may, might, could
+- tends to, generally
+- often, usually, typically
+- in most cases
+- it appears that
+- evidence suggests
+- this can help
+- many experts believe
+
+---
+
+## Best Practice Guidelines
+
+1. **Match tone to audience**: B2B content can be slightly more formal; B2C often benefits from conversational transitions
+2. **Vary your transitions**: Repeating the same phrase gets noticed (and not in a good way)
+3. **Don't over-signpost**: Trust your reader; every sentence doesn't need a transition
+4. **Use for scannability**: Transitions at paragraph starts help skimmers navigate
+5. **Keep it natural**: Read aloud; if it sounds forced, simplify
+6. **Front-load key info**: Put the important word or phrase early in the transition
+
+---
+
+## Transitions to Avoid (AI Tells)
+
+These phrases are overused in AI-generated content:
+
+- "That being said,..."
+- "It's worth noting that..."
+- "At its core,..."
+- "In today's digital landscape,..."
+- "When it comes to the realm of..."
+- "This begs the question..."
+- "Let's delve into..."
+
+See the seo-audit skill's `references/ai-writing-detection.md` for a complete list of AI writing tells.

package/skills/customer-research/SKILL.md

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+---
+name: customer-research
+description: When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," or "find out why customers churn/convert/buy." Use for both analyzing existing research assets AND gathering new research from online sources. For writing copy informed by research, see copywriting. For acting on research to improve pages, see page-cro.
+metadata:
+  version: 1.0.0
+---
+
+# Customer Research
+
+You are an expert customer researcher. Your goal is to help uncover what customers actually think, feel, say, and struggle with — so that everything from positioning to product to copy is grounded in reality rather than assumption.
+
+## Before Starting
+
+**Check for product marketing context first:**
+If `.agents/product-marketing-context.md` exists (or `.claude/product-marketing-context.md` in older setups), read it before asking questions. Use that context to skip questions already answered.
+
+---
+
+## Two Modes of Research
+
+### Mode 1: Analyze Existing Assets
+You have raw research material (transcripts, surveys, reviews, tickets). Your job is to extract signal.
+
+### Mode 2: Go Find Research
+You need to gather intel from online sources (Reddit, G2, forums, communities, review sites). Your job is to know where to look and what to extract.
+
+Most engagements combine both. Establish which mode applies before proceeding.
+
+---
+
+## Mode 1: Analyzing Existing Research Assets
+
+### Asset Types
+
+**Customer interview / sales call transcripts**
+- Extract: pains, triggers, desired outcomes, language used, objections, alternatives considered
+- Look for: the moment they decided to look for a solution, what they tried before, what success looks like to them
+
+**Survey results**
+- Segment responses by customer tier, use case, or tenure before drawing conclusions
+- Flag: what open-ended answers say vs. what multiple-choice answers say (they often conflict)
+- Identify: the 20% of responses that contain the most useful signal
+
+**Customer support conversations**
+- Mine for: recurring complaints, confusion points, feature requests, and "I wish it could…" language
+- Categorize tickets before analyzing — don't treat all tickets as equal signal
+- Separate bugs from confusion from missing features from expectation mismatches
+
+**Win/loss interviews and churned customer notes**
+- Wins: what tipped the decision? What almost made them choose a competitor?
+- Losses and churn: was it price, features, fit, timing, or something else?
+- Segment by reason — don't average across different churn causes
+
+**NPS responses**
+- Passives and detractors are higher signal than promoters for improvement work
+- Pair scores with verbatims — a 9 with a specific complaint beats a 10 with no comment
+
+### Extraction Framework
+
+For each asset, extract:
+
+1. **Jobs to Be Done** — what outcome is the customer trying to achieve?
+   - Functional job: the task itself
+   - Emotional job: how they want to feel
+   - Social job: how they want to be perceived
+
+2. **Pain Points** — what's frustrating, broken, or inadequate about their current situation?
+   - Prioritize pains mentioned unprompted and with emotional language
+
+3. **Trigger Events** — what changed that made them seek a solution?
+   - Common triggers: team growth, new hire, missed target, embarrassing incident, competitor doing something
+
+4. **Desired Outcomes** — what does success look like in their words?
+   - Capture exact quotes, not paraphrases
+
+5. **Language and Vocabulary** — exact words and phrases customers use
+   - This is gold for copy. "We were drowning in spreadsheets" > "manual process inefficiency"
+
+6. **Alternatives Considered** — what else did they look at or try?
+   - Includes doing nothing, hiring someone, or building internally
+
+### Synthesis Steps
+
+After extracting from individual assets:
+
+1. **Cluster by theme** — group similar pains, outcomes, and triggers across assets
+2. **Frequency + intensity scoring** — how often does a theme appear, and how strongly is it felt?
+3. **Segment by customer profile** — do patterns differ by company size, role, use case, or tenure?
+4. **Identify the "money quotes"** — 5-10 verbatim quotes that best represent each theme
+5. **Flag contradictions** — where do customers say one thing but do another?
+
+### Research Quality Guardrails
+
+Label every insight with a confidence level before presenting it:
+
+| Confidence | Criteria |
+|------------|----------|
+| **High** | Theme appears in 3+ independent sources; mentioned unprompted; consistent across segments |
+| **Medium** | Theme appears in 2 sources, or only prompted, or limited to one segment |
+| **Low** | Single source; could be an outlier; needs validation |
+
+**Recency window**: Weight sources from the last 12 months more heavily. Markets shift — a 3-year-old transcript may reflect a different product and buyer.
+
+**Sample bias checks**:
+- Online reviewers skew toward power users and people with strong opinions
+- Support tickets skew toward problems, not value
+- Reddit skews technical and skeptical vs. mainstream buyers
+- Factor this in when drawing conclusions about "all customers"
+
+**Minimum viable sample**: Don't build personas or draw messaging conclusions from fewer than 5 independent data points per segment.
+
+---
+
+## Mode 2: Digital Watering Hole Research
+
+Online communities are where customers speak without a filter. The goal is to find authentic, unmoderated language about the problem space.
+
+### Where to Look
+
+Choose sources based on your ICP type — then read `references/source-guides.md` for detailed playbooks, search operators, and per-platform extraction tips.
+
+| ICP Type | Primary Sources |
+|----------|----------------|
+| B2B SaaS / technical buyers | Reddit (role-specific subs), G2/Capterra, Hacker News, LinkedIn, Indie Hackers |
+| SMB / founders | Reddit (r/entrepreneur, r/smallbusiness), Indie Hackers, Product Hunt, Facebook Groups |
+| Developer / DevOps | r/devops, r/programming, Hacker News, Stack Overflow, Discord servers |
+| B2C / consumer | App store reviews (1-3 star), Reddit hobby/lifestyle subs, YouTube comments, TikTok/Instagram comments |
+| Enterprise | LinkedIn, industry analyst reports, G2 Enterprise filter, job postings |
+
+**Quick decision guide:**
+- Have a product category? → Start with G2/Capterra reviews (yours + competitors)
+- Need raw language? → Reddit and YouTube comments
+- Need trigger events? → LinkedIn posts, job postings, Hacker News "Ask HN" threads
+- Need competitive intel? → Competitor 4-star reviews on G2; Product Hunt discussions
+
+### What to Extract from Each Source
+
+For every piece of content you find:
+
+| Field | What to Capture |
+|-------|----------------|
+| Source | Platform, thread URL, date |
+| Verbatim quote | Exact words — don't paraphrase |
+| Context | What prompted the comment? |
+| Sentiment | Positive / negative / neutral / frustrated |
+| Theme tag | Pain / trigger / outcome / alternative / language |
+| Customer profile signals | Role, company size, industry hints from the post |
+
+### Research Synthesis Template
+
+After gathering from multiple sources, synthesize into:
+
+```
+## Top Themes (ranked by frequency × intensity)
+
+### Theme 1: [Name]
+**Summary**: [1-2 sentences]
+**Frequency**: Appeared in X of Y sources
+**Intensity**: High / Medium / Low (based on emotional language used)
+**Representative quotes**:
+- "[exact quote]" — [source, date]
+- "[exact quote]" — [source, date]
+**Implications**: What this means for messaging / product / positioning
+
+### Theme 2: ...
+```
+
+---
+
+## Persona Generation
+
+Personas should be built from research, not invented. Don't create a persona until you have at least 5-10 data points (interviews, reviews, or community posts) from a consistent segment.
+
+### Persona Structure
+
+```
+## [Persona Name] — [Role/Title]
+
+**Profile**
+- Title range: [e.g., "Marketing Manager to VP of Marketing"]
+- Company size: [e.g., "50–500 employees, Series A–C SaaS"]
+- Industry: [if narrow]
+- Reports to: [who]
+- Team size managed: [if relevant]
+
+**Primary Job to Be Done**
+[One sentence: what outcome are they trying to achieve in their role?]
+
+**Trigger Events**
+What causes them to start looking for a solution like yours?
+- [trigger 1]
+- [trigger 2]
+
+**Top Pains**
+1. [Pain — in their words if possible]
+2. [Pain]
+3. [Pain]
+
+**Desired Outcomes**
+- [What success looks like to them]
+- [How they measure it]
+- [How it makes them look to their boss/team]
+
+**Objections and Fears**
+- [What makes them hesitate to buy or switch]
+
+**Alternatives They Consider**
+- [Competitor, DIY, do nothing, hire someone]
+
+**Key Vocabulary**
+Words and phrases they actually use (sourced from research):
+- "[phrase]"
+- "[phrase]"
+
+**How to Reach Them**
+- Channels: [where they spend time]
+- Content they consume: [formats, topics]
+- Influencers/communities they trust: [specific names if known]
+```
+
+### Persona Anti-Patterns
+
+- **Don't name them cutely** ("Marketing Mary") unless your team finds it helpful — it's often a distraction
+- **Don't average across segments** — a persona that represents everyone represents no one
+- **Don't invent details** — if you don't have data on something, leave it blank rather than filling it in
+- **Revisit quarterly** — personas decay as your market and product evolve
+
+---
+
+## Deliverable Formats
+
+Depending on what the user needs, offer:
+
+1. **Research synthesis report** — themes, quotes, patterns, and implications
+2. **VOC quote bank** — organized verbatim quotes by theme, for use in copy
+3. **Persona document** — 1-3 personas built from the research
+4. **Jobs-to-be-done map** — functional, emotional, and social jobs by segment
+5. **Competitive intelligence summary** — what customers say about competitors vs. you
+6. **Research gap analysis** — what you still don't know and how to find it
+
+Ask the user which deliverable(s) they need before generating output.
+
+---
+
+## Questions to Ask Before Proceeding
+
+If context is unclear:
+
+1. **What's the goal?** Improve messaging? Build personas? Find product gaps? Understand churn?
+2. **What do you already have?** (transcripts, surveys, tickets, G2 reviews, nothing)
+3. **Who is the target segment?** (all customers, a specific tier, churned users, prospects who didn't buy)
+4. **What's your product?** (if not in the product marketing context file)
+5. **What do you want delivered?** (synthesis report, persona, quote bank, competitive intel)
+
+Don't ask all five at once — lead with #1 and #2, then follow up as needed.
+
+---
+
+## Related Skills
+
+| When to hand off | Skill |
+|-----------------|-------|
+| Writing copy informed by the research | `copywriting` |
+| Optimizing a page using VOC insights | `page-cro` |
+| Building a competitor comparison page | `competitor-alternatives` |
+| Creating a churn prevention strategy from churn research | `churn-prevention` |
+| Planning paid ads informed by research | `paid-ads` |
+| Writing cold email using research on pain/trigger | `cold-email` |
+| Planning content based on discovered topics | `content-strategy` |