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22min chapter
The Human Experience: How to Create Personal Connections in eCommerce with author John Sills
eCommerce MasterPlan
Navigating Customer Connections in eCommerce
This chapter explores the speaker's unexpected journey into eCommerce, emphasizing the importance of human elements in digital interactions. It highlights the differences in customer experience expectations between banking and eCommerce, while also addressing misconceptions around customer loyalty and engagement strategies. Through personal anecdotes and business insights, the chapter illustrates how organizations can foster genuine connections and improve customer experiences.
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