• Pamela Muldoon
• 29 Jun, 2020

Something happened to marketers trying to become customer-centric … they forgot to include the customer! A disturbing trend seems to have taken place in modern marketing. Companies claim they want to focus more on the customer and move marketing initiatives to a more customer-centric approach, yet, all too often, these same companies are not performing the necessary foundational work to make this happen. I call this a Customer Experience Paradox. I understand why this may have become a bit of
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