Looking at each phase of the customer journey - Reach, Respond and Retain - to assess how companies can meet customer expectations.

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Consumers call for brands to pay attention to individual needs

Brands must balance personalising their communications with regard for consumer privacy. According to the Triple R research, conducted by Censuswide and sponsored by Ricoh, brands need to strike a balance between offering an experience to customers that makes them feel valued while avoiding being too intrusive in their interactions. 

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