Everyone is doing more with less, and customer-centricity is often forgotten in the hustle. While customer service is the heart of customer-centricity, content is the key to demonstrating and reinforcing a brand's promise of value. Content helps customers self-serve and build emotional connections, and companies should prioritize their customers over their competitors.
To create content that customers care about, companies must get to know their customers and use data wisely. Content should be kept human to build emotional relationships, and competitive research should inform strategy, but not lead it.
Content should be at the heart of customer-centricity, and listening to customers' needs and responding accordingly is the responsibility of the company. This will help create an ideal experience and help the company stand out.
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Why Content, Not Customer Service, Is the Heart of Customer-Centricity
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