Loyalist expectations determine brands’ customer experience strategy: Forrester
Posted ByRachel LambOn In Featured,Multichannel,News | No Comments{"ct":"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","iv":"cb04737226ce92e58ce0cdb821f38ab9","s":"77af13d764ccfcd9"}