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.
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","iv":"208540fb28aa629952d835772d78054d","s":"42bff3e96ad33ea3"}
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