The Web is becoming an increasingly important channel for companies, yet online experiences leave a lot to be desired. Our research shows that most sites have poor usability and they don’t reinforce key brand attributes. That’s why I worked with Ron…
Source: http://bx.businessweek.com/customer-service/infuse-emotion-into-experience-design/16737300749198724127-5a91f102e0a393522984b9f5cceb7be2/
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