Customer experience management has earned increased clout over the past few years. More than a strategic concept, customer experience is a real influential construct worth as much, if not more, than any product or service.

Take a moment to consider your own purchasing decisions. When choosing between brands, do you analytically evaluate products solely on price and quality? Or do you make the choice that you will enjoy the most? Whether it be a more expensive, trendy coffee shop or a retail store with friendly staff, consumers....

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