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#4. Introduction to Customer Journeys
Customers are much more excited with the outcome than they are with product functionality. Using customer journeys to guide customers to their desired outcome is a great way to add value and build loyal customer relationships.
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Special Presentation of Experiential Innovation for the Stockholm School of Economics MBA
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What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
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