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May 5, 2014

What Marketers Should Know About Knowledge Management: Part 5

The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.
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