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":"4931df5fc9adb46050151163b9d372ee","s":"f093bc9c8c628af6"}
Share your thoughts. Click here