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Customer Experience as a strategic differentiator

Customer Experience as a strategic differentiator

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Описание
Services and retail organisations are searching for the sustainable strategic differentiator in their industries. Research has shown that focusing on the total customer experience can lead to this differentiation and competitor advantage. Organisations need to understand their customers, what their deep needs and wants are, how to measure the total customer experience and what the expectations of customer are.
Research in the retail banking industry