Online Retailers Should Care More About the Post-Purchase Experience
Harvard Business Review
MAY 24, 2016
In 2005 A.G. Customers can also sign up for SMS notifications and find FAQs without needing to leave the branded experience. Lafley, who at the time was CEO of the world’s largest advertiser, Procter & Gamble, introduced a marketing concept he called “the moment of truth” for building brand loyalty.
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