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Scott Liewehr discusses Customer Experience Management

Scott Liewehr, President & Principal Analyst at Digital Clarity Group, was recently quoted in an article by Ron Miller in Fierce Content Management.

“As Scott Liewehr pointed out at the Gilbane Conference last month, if he goes to the same restaurant every Friday night with his family, and deals with the same hostess, he has developed a reasonable expectation that she knows him and will act accordingly. If she suddenly acted like she didn’t know him and his family it would be off-putting.”

To view the entire article, please click HERE.


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