Although businesses no longer control the conversation with their customers, that conversation has never been more important to pay attention to and to respond to in a coherent and, when possible, personalized way. It’s critical to realize that these relationships are a key part of the customer experience, especially in the era of the social customer. When you try to de-emphasize the customer relationship in favor of the things you’re comfortable focusing on as a business, everything in the business is likely to suffer.
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To Be Truly Customer-Centric, You May Need to Change Your Conversations
Posted by: Christopher J. Bucholtz July 7, 2011 05:00 AMAlthough businesses no longer control the conversation with their customers, that conversation has never been more important to pay attention to and to respond to in a coherent and, when possible, personalized way. It’s critical to realize that these relationships are a key part of the customer experience, especially in the era of the social customer. When you try to de-emphasize the customer relationship in favor of the things you’re comfortable focusing on as a business, everything in the business is likely to suffer.