New Levels of Competitiveness in E-retailing: Robert Antall

Posted Tuesday June 10, 2008, 12:33 am, Over one day old

They dictated to retailers and shoppers. Segmenting customers so you can target the ones who make you the most money isn't my idea of "customer-centric." Targeting customers to extract more money from them is exactly the mentality that gets in the way of creating a great customer experience.

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