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Questions and Answers
What is the main focus of the article?
What is the main focus of the article?
- Identifying critical areas for future research
- Analyzing customer behavior in modern era
- Developing a stronger understanding of customer experience and the customer journey (correct)
- Integrating multiple business functions
Why do firms need to integrate multiple business functions according to the article?
Why do firms need to integrate multiple business functions according to the article?
- To analyze existing definitions of customer experience
- To examine the roots of customer experience within marketing
- To identify critical areas for future research
- To create a strong customer experience (correct)
What are customers interacting with firms through, according to the article?
What are customers interacting with firms through, according to the article?
- Traditional touch points only
- External partners only
- Social media only
- Multiple channels and media (correct)
What is the historical perspective provided by the article?
What is the historical perspective provided by the article?
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According to the article, what is a leading management objective?
According to the article, what is a leading management objective?
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