In the perfect world, businesses can anticipate the needs of their customers early on in their interactions and avoid issues like complaints. Unfortunately, we don’t live in a perfect world, so optimizing the customer experience remains a huge challenge. The price for failing this challenge is a number of unwanted outcomes such as undermined image and customer loyalty. Despite this, many marketers and business leaders are ignoring or downgrading the importance of working with customers before and after the sale. ...
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