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The Empty Promise of Experience Without Engagement

Abstract

I wasn't sure what the reaction would be to last week's column on customer experience. Maybe I hang around with vendors and other analysts too much, because customer experience is a hot topic among, us and it's generally seen as a good thing. However, judging by last week's mail and some further digging at the Harvard Business Review's Web site, it appears that there are at least two camps with decidedly different views.

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Article Awards:

  
*Awards based on a combination of variables from both users and Heffee moderators. (272.10)
Site: CRM Buyer
Feed: Market News ()
Url: http://www.crmbuyer.com/rsstor...
Views: 0
Added On: 2010-03-10 07:10:25

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jo schmoe in my hoard

  

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