To Be Truly Customer-Centric, You May Need to Change Your Conversations

[ECTNews]

 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.