139: The Role of Content in Customer Service

Live from the National Speakers Association’s Influence 2016 conference, Adam and Jeannie discuss ways to use content in customer service and improve the overall experience. Beyond marketing: Content in customer service Sharing valuable content is now an essential part of a successful digital marketing strategy. Companies have had to pick up new skills and tools, or even create new departments to keep up. So now that we’ve got our content hats on, let’s talk about using those resources to improve the customer experience. Forward-thinking companies have used content as an alternative to sending customers through the usual processes to get the help or information they need. Adam and Jeannie share some great examples, and some ideas on how content can become a key asset in moving customers smoothly through their journey. Content isn’t just for marketing anymore. Many don’t realize the content they create is already a part of the customer experience, but it is! You’ve got great content, so why not take it a step further? You can create content that reduces customer effort and creates frictionless customer service experiences. Listen in! Related Content Related Content 360Connext® post, When Content is Just for Marketing, Everyone’s Missing Out! Episode 085: Proactive Customer Service and Worst-Case Preparation Episode 040: Robert Rose and The New Era of Marketing Episode 019: Writing for Machines, Andy Crestodina, and Personalized Robots Episode 045: The Customer Effort Score Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices