Filling the experience gap; aligning virtual with physical customer experiences
Written on April 23, 2008 – 3:55 pm
Eric Bun, business innovation consultant
At present, more and more companies are trying to achieve an authentic customer experience. However, it seems that the term ‘customer experience’ is getting a rather consultancy and marketing selling point; only a few parties have a real understanding of what authentic customer experience means and succeed in building such experience. Customers are in contact via different channels and companies should therefore build an authentic cross-channel experience instead of merely focusing on the online WOW experience.
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