{"version":"1.0","provider_name":"OCLC Next","provider_url":"https:\/\/blog.oclc.org\/next","title":"The touchpoints of exceptional customer service - OCLC Next","type":"rich","width":600,"height":338,"html":"<blockquote class=\"wp-embedded-content\" data-secret=\"0gShnlNcc3\"><a href=\"https:\/\/blog.oclc.org\/next\/the-touchpoints-of-exceptional-customer-service\/\">The touchpoints of exceptional customer service<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/blog.oclc.org\/next\/the-touchpoints-of-exceptional-customer-service\/embed\/#?secret=0gShnlNcc3\" width=\"600\" height=\"338\" title=\"&#8220;The touchpoints of exceptional customer service&#8221; &#8212; OCLC Next\" data-secret=\"0gShnlNcc3\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! This file is auto-generated *\/\n!function(d,l){\"use strict\";l.querySelector&&d.addEventListener&&\"undefined\"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!\/[^a-zA-Z0-9]\/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret=\"'+t.secret+'\"]'),o=l.querySelectorAll('blockquote[data-secret=\"'+t.secret+'\"]'),c=new RegExp(\"^https?:$\",\"i\"),i=0;i<o.length;i++)o[i].style.display=\"none\";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute(\"style\"),\"height\"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):\"link\"===t.message&&(r=new URL(s.getAttribute(\"src\")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener(\"message\",d.wp.receiveEmbedMessage,!1),l.addEventListener(\"DOMContentLoaded\",function(){for(var e,t,s=l.querySelectorAll(\"iframe.wp-embedded-content\"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute(\"data-secret\"))||(t=Math.random().toString(36).substring(2,12),e.src+=\"#?secret=\"+t,e.setAttribute(\"data-secret\",t)),e.contentWindow.postMessage({message:\"ready\",secret:t},\"*\")},!1)))}(window,document);\n\/\/# sourceURL=https:\/\/blog.oclc.org\/next\/wp-includes\/js\/wp-embed.min.js\n\/* ]]> *\/\n<\/script>\n","description":"During the OCLC Symposium at ALA Annual this year, we got the opportunity to hear from Disney Institute\u2019s Amy Rossi. Amy talked about how Disney seeks to understand the complete customer experience and \u201covermanage\u201d the details that contribute to it. You can find a longer summary of the event in my previous post. During the [&hellip;]","thumbnail_url":"https:\/\/blog.oclc.org\/next\/wp-content\/uploads\/2016\/07\/2016-07-05-Disney.jpg"}