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Building a Customer-Centric Business
It seems intuitive that a customer’s personal experiences are where they derive value in their relationship with a brand. We define customer experience in terms of a person’s perceptions, feelings, memories and associations, and so virtually any aspect of a company can be in question when considering how it makes a connection with a customer. New attention on the discipline has resulted in the propagation of many different approaches to CX in practice. They have also led to the propagation of several myths and half truths about the field and it’s best practices.
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