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The Long Tail Effect and What It Means for Customer Experience

6 minute read
Janelle Estes avatar
Customer experience builds over time. It’s the cumulative impression a customer retains after multiple interactions with a company through months or years.

About the author

Janelle Estes

Janelle Estes is chief insights officer at UserTesting, a human insights platform, and the co-author with CEO Andy MacMillan of User Tested: How the World’s Top Companies Use Human Insight to Create Great Experiences. She is also co-host of the Human Insight Podcast.