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How To Beat Amazon

Blog: Forrester BPM Center of Excellence

Amazon has an achilles heel:  emotion. The company delivers, but its customers don’t feel empathy with the brand. This vulnerability offers a path for stealing parts of the behemoth’s business. Every year Forrester releases the Customer Experience Index of 600 worldwide brands. Among U.S. on-line retailers, Amazon has gone from the number 7 ranking in 2015. to […]

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