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.
Switching from a brand-centric company to a customer-centric culture
Posted By Rachel Lamb On In Featured,Industry sectors,Multichannel,News,Travel and hospitality | No 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","iv":"0fe69ad0942d508958aa2b7c0c74c981","s":"bb117aa81b9a0b1f"}