Customer Experience Management: Art vs. Science
Blog: Deb Miller's DebsG360 Blog
There is a long-standing debate as to how much of customer experience management is science and how much is art.
As you decide where you weigh in on the question, here are two [of my personal] customer experiences for your consideration. While one experience is a customer satisfaction triumph and a pleasure to share, the other tells a cautionary tale. They both illustrate the critically important role technology can play, blending science and art to create positive impressions and continuing customer loyalty. Read more at CMSWire
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