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351 The Ultimate Marketing Engine by John Jantsch

The Marketing Book Podcast

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The Importance of Customer Experience

On page 10, you talk about over the past decade or so, the concept of customer experience has eclipsed the simple idea of customer service. Can you explain this idea of customers as members and what the difference is between customer experience and customer service? Because I think there's a lot of folks that still group them in the same thing.

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