How to Improve Your Customer Experience

Kirsten: Who owns what type of communication, who's communicating product updates rather than transactional communications. We've struggled with that through the years and I think it's still something that we honestly are fleshing out as we get better in how we communicate with our customers. Kirsten: One of the things we did was start a customer lifecycle team on the marketing team. So they've been empowered to say, "We are the keepers of that journey"

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