The customer experience - that's what business success hinges upon today. Without customers, there is no business. Thus, the stakes are high, considering the competition that's out there, looking to scrape away at your revenues, one customer at a time - regardless of your product. For many businesses, the mobile explosion has created a number of challenges but, with them, opportunities that can help increase satisfaction and loyalty via a positive experience (see my column in the April issue on the Wi-Fi opportunity).
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