Pay attention to the customer experience

09/30/2013 | B2C Marketing Insider

Companies that focus on the customer experience are providing strong customer service, but many think the two terms mean the same thing. "For the world's most successful brands, customer experience represents so much more than service -- it begins the moment a customer hears about your brand, and follows them through their decision-making process, purchase, post-purchase and yes, customer service interactions," writes Luke Stangel, an Avaya editor.

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