Have you seen the commercials for the Discover It Credit Card? The ones where one person calls Discover customer service and surprisingly the customer service representative who answers the call looks and sounds remarkably like the customer. Discover was trying to convey that the company is actually personable and has a good understanding of the customer’s needs. Discover is touching on a new theme for companies called “human to human” or H2H. We and the marketing team at Discover

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