Achieving customer experience excellence at seven critical life cycle points
ERDM
JANUARY 22, 2019
In short, now is the time to shift to person-to-person (P2P) marketing. These interviews uncovered four universal truths of customer experience (CX): • There is a dangerous chasm between the CX fantasy of brands versus the reality that people actually experience. This is known as reciprocity of value. INITIAL PURCHASE.
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