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Return on Investment

Return on Investment

How will it end?

There are many things about the customer experience we may not have the resources to impact. We have to have priorities and make some tough choices.

How the experience ends has a huge impact on how the experience will be remembered. Have we thought it through? Do we know what feeling we want customers to come away with? Have we invested in that critical moment?

We can be intentional about that. It will make a difference.