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FEATURE5 August 2013

Enhance the experience

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Impact

Creating customer experiences that surprise and delight at every touchpoint is fundamental to success. But it’s not easy to achieve. Businesses need to apply consumer insight with wisdom and creativity to make it happen.

Customers and companies talk about ‘experience’ a lot these days, and for good reason. Think of a product you want to buy or a service you want to use and – save for some rare instances – there will always ...