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Friday, Aug. 4, 2006 at 4:11 pm

Improving Customer Experience- Howard Kaplan speaks with Peter Kim of Forrester

By Anthony Garcia
August 4th, 2006

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Our own Howard Kaplan recently sat down with Peter Kim of Forrester Research to discuss the customer experience online.. Some of the topics they covered…

  • Ensure a positive brand experience online
  • Stop customers from ignoring you
  • Develop a customer-centric approach
  • Use rich/multi-media elements to improve customer engagement on your site
  • Track and analyze these rich media efforts

It was part of a Digital Lobby Program entitled “Improving Customer Engagement Online”

See the discussion here.

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