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2015.01.31: Little Things Add Up To Massive Impact in CX

In this issue of theEdit Newsletter

Original Articles & Opinion
Eye on the Industry (featured news)
Selected Webinars around Customer Centricity


After you've taken the big swipes at your customer experience, should you just stop? Not if you want to achieve more than 50% of the potential business impact. It's the little things that add up to big competitive advantage. That's our focus in this week's Newsletter.


ARTICLE: Cart vs Horse: Putting Customer Needs First

Too many companies let their current limitations (technology, expertise, staff or other areas) dictate their standards for customer interactions. READ MORE


OPINION: Benchmarking Key to Customer Survey Actionability

Usually, too much focus goes on simply designing a set of questions that will generate high response rates. READ MORE


ARTICLE: The Key to Adding Technology to Your Backend Customer Service Systems

It isn't just about technology - it's what you're aiming at, the practical impact on your customer's business. READ MORE


ARTICLE: Ensuring that Multichannel Support Capabilities Create Value in the Eyes of Customers

The key is integration to give customers a feeling of a continuity of support channels that work as seamlessly as possible. READ MORE


LATEST INDUSTRY NEWS

Jan 26: Verint Announces Availability of Work Allocation Manager

Jan 27: NetCracker Platform Recognized as Best Big Data Solution for Improving Customer Experience

Jan 27: Inbenta Clients See More Than 90 Percent Self-Support Rate for Customers


UPCOMING WEBINARS

Feb 03: Prepare For The Age Of The Customer
More on the Webinar

Feb 04: Moving Beyond Mobile: Delivering a Seamless Customer Journey for Omnichannel Shoppers
More on the Webinar

Feb 05: Gamification: A Practical Approach to Increase Engagement and Problem-Solving Skills
More on the Webinar


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EXPLORE MORE
Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

Article CX on Social

The price is very high for falling behind when there’s an evolution going on — it can be extraordinarily bad for your brand.

Connect to Customer Excellence Magazine
 
Different social platforms ...
varied experiences.

Get a wide perspective on
Loyalty | CX | Rewards | Mobile | Gamification | Omnichannel | VOC

Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z).  Throw in a multitude of communications platforms and the problem gets even more complex.

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