“It's actually about making all the different parts of the business work together seamlessly, creating an altogether enjoyable customer experience that at the end results in more return purchases and customer advocacy,” added Mr Markl. SMU Visiting Professor (Strategy & Organisation Group) Joseph Porac was also among the speakers at the event.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2013/so...