All the interactions customers have with a company throughout the business relationship are considered part of the customer experience. In order to satisfy your customers, you need to invest in their experience – from a user-friendly website to great customer support. If you don’t understand the customer experience, you don’t understand your customers.
Anton Holm: We must keep our eyes on the prize - what do consumers want?
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Criticism of the shopping spree is getting louder.
Don’t mess up your personalisation tactics. Here are a few examples of where it went wrong...
Klarna has asked 3000 consumers about their online shopping habits.