In marketing, we tend to think of the customer experience as only the thing that we can control, says Handley. 하지만 제게는 모든 문장, 누군가가 전화를 받는 방식, 발송되는 이메일이 고객 경험의 전부입니다. If you have a storefront, its how theyre greeted when somebody comes through the front door.