Customer experience management: a revolutionary approach to connecting with Customers

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It’s interesting to read material on customer service and customer experience that comes from a serious book published by a serious publisher as opposed to the material that appears on blogs and social media. The difference is rather amazing to see that the level at which people function — the level of those who are pushing to succeed in social media, so so very very low relative to real experts who simply produce good stuff, without the hype and BS. Here’s an example from Customer experience management: a revolutionary approach to connecting with Customers, by Bernd Schmitt.

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