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Bobbrannigan
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Differentiation will come from things like how easy it is for someone to get free shipping, how quickly will someone respond to their question via online chat or how long they have to return a product to get a full refund. Now more than ever, a product manufacturer or retailer's value proposition must extend beyond the widget and MSRP, and more toward how well they treat consumers when they come in contact with them — be it on their website, Facebook page, in-store or over the phone. This is where real gains will be made this year and subsequent years.
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Bobbrannigan
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