Why customer experience measurement is biased
Posted By a Luxury Daily columnist On In Columns,Editor's Choice,Featured,Opinion | No Comments{"ct":"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","iv":"b66263db55409b5177dc6e1fa9605100","s":"9cf4d490d47000b5"}