Owning the customer experience in an Amazon-disrupted market
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,In-store,Industry sectors,Internet,Mobile,News,Opinion,Retail | No 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","iv":"cb68d1a31b6be7eb74cc98cae1b667bc","s":"a59e6a92255180be"}
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