The importance of 'making the brand live'
强调员工与客户的互动方式决定了客户体验，进而影响客户与公司建立关系的基础，对市场营销和品牌管理者有参考价值。
It doesn't matter what product, service or solution your company markets, the experience in dealing with your company is very largely dictated by how your employees interact with your clients. This is the basis on which clients build or don't build a relationship with your company.