Seize the Moments in Your Customers’ Journey

The term “inflection point” has multiple definitions. In differential calculus, an inflection point is a point on a curve at which the concavity changes from positive curvature to negative curvature, or vice versa. In political science, an inflection point is a moment in history that dramatically alters a geopolitical situation, for better or worse. When it comes to customer loyalty, inflection points are no less important. Every customer interaction — from her first....

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