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• Amazon & Sam’s Club score high on customer experience

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• Retailers improve brand value but stumble on customer satisfaction

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• Shoppers trust Amazon the most among major retailers

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• Amazon.com is tops in customer experience, survey says

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• A study rates retailers’ online store locators as mediocre

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• The online channel falls short in delighting customers, new study says

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• Customer experience analyst leaves Forrester to start his own firm

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• Customer Service

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