Editor's Letter: The Customer Experience Has Changed Drastically in the Past Decade (Thank Goodness)

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Do you remember your first major purchase? Mine was a queen-size pillow-top mattress in a silvery brocade, and the experience of buying it was so soul-crushingly bad that it’s stayed with me for 16 years. I walked into a major mattress store fresh out of college and full of excitement about furnishing my first apartment, and left in tears after several hours of high-pressure sales tactics and shifting price tags befitting a used car lot.

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This story first appeared in the Feb. 4, 2019, issue of Brandweek magazine. Click here to subscribe.

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