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Internal culture defines external brand experience: Forrester exec

June 27, 2012

 

By Tricia Carr

NEW YORK – To create a customer-centric culture, marketers must work internally to spread the brand message via the hiring process, socialization and rewards to help executives reflect those traits into customer experience campaigns, according to an executive at Forrester’s Customer Experience Forum 2012.

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  1. IHG dedicates new ‘Fancierge’ experiences to rugby fans
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