Making Every Interaction Count - GameFly Aligns its Customer Experience:

Many touchpoints, many opportunities, many challenges and increased competition. That’s the reality of multi-channel customer experience and relationships. Every time a customer hits your website, retail store, contact center, blog, or IVR menu it puts your company in a competitive situation. Your customer is always evaluating the experience. He or she either comes away with a stronger relationship as a result of the interaction or a desire to check out the competition. To succeed you need to bring your “A” game everyday, all the time.
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Document Name: Gamefly_PeppersRogers.pdf
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