During our Tweet Jam this week we asked panelists “who owns the customer experience?” We learned that the customer experience is a holistic entity that can neither be owned nor borrowed. Instead, it’s like a garden, which can be tended to and cultivated by consumers, marketers, brands and really anyone who comes in contact with the consumer. While seeds can be planted, watered and weeds can be pulled — the only way that the customer experience can truly flourish is if everyone comes together.
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Just Because You Want to Own the Customer Experience, Doesn’t Mean You Should