Summary
Firms must actively engage third-party partners to deliver a unified customer experience. That's because these partners sometimes act as the face of a company in the form of dealerships, resellers, call center reps, and service technicians. But even behind-the-scenes partners like suppliers and invoicing vendors can dramatically affect customer perceptions. How can companies guide their partners to deliver not just a good experience but the right one? This report outlines three broad tactics to align partners around delivering a unified customer experience.
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