Why there's more to customer experience management than customer engagement
In the third of her series describing 10 essential characteristics of customer experience, Lynn Hunsaker explores duration - when customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct.
Other stories in this series:
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Lynn Hunsaker, Customer Experience Transformation Strategist, is head of ClearAction, Marketing Operations Partners, and the Marketing Future Forum. She has developed and led customer experience transformation for more than half of her career, as Voice of the Customer Manager...