Last week, I spoke to a client in the health care industry whose team wanted to develop a new digital content customer experience. But they felt frustrated.
Five years ago, with help from a couple of ad agency consultants, they’d come up with the idea to launch a digital platform to provide easy access to facts. All they needed, they thought, was to set up a digital library that could answer every question existing clients might have.
They would “let the facts speak for themselves” and win the customer retention battle.
<Narrator>: “It didn’t work.”Continue Reading
