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In the ideal world you always say the right thing at the right time through the right channel to each customer on an individual basis. By its very nature, this means that your contact strategy must span the channels that you communicate through and the departments that you communicate from.
A few weeks ago, I treated myself with a pair of Bose SoundSport Free wireless headphones. They’re brilliant. I love them. But even though they have been available for some time and I love Bose equipment, I only bought them just a few weeks ago. Why not sooner?