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.