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The Continuum of Human and Machine Customer Experience

In an increasingly competitive retail environment, competition on price, or even quality and mix of goods, will create only transitory wins. Those factors bring customers only until your competitor sees your success and then does the same thing.Most retailers understand that real success in today’s environment comes with delivering on the customer experience factor. When you compete on price, you will have customers until the next guy sells the same thing for a dollar less – when you deliver a memorable customer experience, you create lasting loyalty.The question is, how to deliver that...

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