Marketing and business models might not be the same as they were decades ago. But one thing hasn’t changed: Customers are still any business’s greatest asset. That seems obvious, right?

It should be, but brands can forget that fact all too easily. In the race for the newest shiny things and the largest caches of data, it’s not hard for marketing teams to forget to tailor campaigns toward what customers actually want.

Chatbots are a great example. As sales associates, they can make shopping much more convenient. But as customer service reps, they kind of suck. In fact, when nearly a third of U.S. brands began shifting to automated customer service, the American Customer Satisfaction Index took the steepest dive since the 1990s.

Convenience i...