Multichannel
June 28, 2012
By Rachel Lamb
NEW YORK – Marketers need to focus on a single brand vision to complete their customer service cycle, which means an emphasis on cross-channel support and asking customers what they want, according to a speaker at the 2012 Forrester Customer Experience Forum.
{"ct":"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","iv":"f932d089e731980c9a30dd6bba2c8425","s":"fab57b1e01e6fa59"}
Share your thoughts. Click here