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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

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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