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In recent years, the ways consumers and brands interact have changed dramatically. We order products from brands without ever once speaking to anyone who works there. We choose to follow brands on social media, essentially telling those brands that we would like them to market to us.
Now, a new book asks, “What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships—while simultaneously driving dramatic improvements in operational efficiency?” The title....
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