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":"a89b81e6e8b43cad0fef1ee7cc858a27","s":"e1d0f19ac82449a4"}
Share your thoughts. Click here