Advisory Board Member, CX@Rutgers
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The Customer Experience begins from first interaction and continues throughout the lifetime of a product or service: although the 'sale' may be complete, the 'experience' will continue, and will impact the reputation of the business. This could start by viewing an ad, speaking with an associate, a friend, reading an online review, or all of these. In order to maximize your positive customer experiences, it's imperative to take into consideration all of these interactions with your brand and products (both online and offline).
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