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blog post Why Omnichannel

That’s an interesting comment on so many fronts. Not the least of which is the use of the word “We”. We must become Customer Centric. Many companies are only fooling themselves when they state they have a focus on service, or that they put the customer 1st. The truth is, they provide the service that they believe their customers want, but base that decision on previous experience, cost, and a bias towards their company, understandably so. How many times have you heard statements like “customer survey”, “voice of the customer” and “customer......

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