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One thing all successful brands have in common is strong customer experience management. Smart companies carefully craft the customer journey, making sure to delight, engage, and build relationships with new and returning customers alike.
Careful attention to strategy is key, and so is the ability to adapt as customer needs change - like the old song goes, 'it don’t mean a thing if it ain’t got that swing’.
With that in mind, let’s take a look at a few examples of companies that knock user experience management out of the park, and also, some times when brands have been stuck in the dugout on the service front.