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EXPERIENCE BY DESIGN: MANAGING CUSTOMER EXPERIENCES THAT MAKE A DIFFERENCE

How should we think about managing or designing “customer experience?” How can it be part of our value propositions to business owners? Customer experience management now focuses on managing customers’ exposure, interaction, and transactions across channels, touch points, and life cycles to move customers from satisfied to loyal to advocates. How much difference have these efforts made to our business owner customers? What comes after that? How much weight should we give to “experience economy”…

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