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Creating memorable customer experiences: How to go the extra mile | By Flavien Brand, Alessandro Inversini and Matthias Fuchs

In business, customer experience is often presented as a differentiator, something a company chooses to focus on in order to outperform its competitors. Yet, a company will inevitably interact with its customers at some point, and those customers opinions about these touchpoints will affect their future behavior, including possible repeat purchases and word-of-mouth.
Barbara Neuhofer Institute Of Customer Experience Management Experience Design Salzburg University Applied Sciences Customer Experience Management

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