Commerce
June 25, 2014
Engaged employees results in better consumer experience
By Jen King
NEW YORK – Although it may seem daunting to restructure a brand’s internal systems, a senior analyst explained June 24 at Forrester’s Forum for Customer Experience Professionals East: “Why Good Is Not Good Enough” that the return on investment yields greater corporate culture and leads directly to better consumer experiences.
{"ct":"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","iv":"fd7acabf82af68c1b90d5e70e159de5e","s":"2af2c043872589fd"}
Share your thoughts. Click here