According to Wikipedia, “customer experience is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.” But while most people first think of customer experience as including transactions and human interactions, many people don’t realize that content is also a fundamental driver. Why? Because customers primarily interact with you through your content, as they delay or entirely avoid contact with your team.
But since customer-facing content comes from several different silos within your business, inconsistencies in both style and substance often arise. These inconsistencies lead to confusion and mistrust that hurt customer experiences. If you’re committed to deliver great customer experiences, then it’s time to define your content goals and get everyone aligned.