by Susan Wernick Waksbaum, Marketsmith Inc.
June 15, 2007
“We know customer-centricity and recommend you become obsessed with it. Over the last year I shopped well over 100 companies, examining the multichannel shopping experience in more than a dozen industries with the strongly held belief that the primary determinant of business success and the central strategic issue of every company is the customer experience…”
Also read: Obsess About Your Customers’ Experience
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