When last we spoke to Ellen Brasse of Swiss grocer Coop, she told us how her team had successfully launched in 2009 an mobile grocery home delivery app for smartphone-wielding consumers who did not have time to get to the store. We profiled that Coop@home success story in an in-depth case study in our book, The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers. Brasse, head of marketing and sales for Coop....

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