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From the genesis of retail, businesses have placed a paramount focus on customer engagement. Over the years, however, the desire for efficiency began to eclipse genuine engagement as economic structures shifted toward big-box retailers and department stores. Thankfully, forward-thinking retailers recognized that decreasing depth in their customer relationships is detrimental to the long-term survival of their brand and applied a concentrated effort to regain their customers’ hearts.

 

http://cdn2.hubspot.net/hubfs/125873/External_Resource/eBook_new_rules_of_engagement.pdf

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