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Transforming the Customer Experience: Small Details That Make a Big Difference

Nancy J. Sirianni, Northeastern University

Are you considering adding technology to your customer experience? Have you wondered how this might affect your customers and their interactions with frontline personnel? Or have you considered how customers come to process and understand your brand image through their encounters with frontline employees? Using findings from her field experiments in retail and service exchanges, Nancy Sirianni will provide insights on how changing small details can transform your customer experience in big, unexpected ways.

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