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2015.02.13: Good Strategy Makes Great Customer Experience

In this issue of theEdit Newsletter

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


It's easy to get caught us in making little fixes to your customer experience, but biggest transformations are the product of a more strategy driven approach. That's our focus in this week's Newsletter.


OPINION: Virgin Atlantic Finds That in a Crisis Perception is Everything

Even if there are no other options, the appearance of trying to do more (or atleast everything possible) is key. READ MORE


ARTICLE: Two Key Reasons to Look Beyond Your Industry for New Ideas

Companies are increasingly finding that the changing customer interaction landscape is altering the definition of a 'competitor'. READ MORE


OPINION: Why British Airways Created A Separate Customer Experience 'Department'

Real CX driven competition is a different level and demands a totally different holistic approach READ MORE


OPINION: The most important challenge facing CX leaders is ….. alignment

Take a look at this infographic based on a Teletech CX survey. Nearly 50% point to either internal alignment or culture as the key limiting factor.READ MORE


LATEST INDUSTRY NEWS

Feb 04: Nielsen Partners with ResponseTek for the Nielsen Listening Platform

Feb 11: Satmetrix Redefines Customer Experience Management Software With Satmetrix NPX

Feb 11: InMoment Debuts Patent-pending Innovations to Provide More Actionable Insights, Improve the Customer Experience


UPCOMING WEBINARS

Feb 18: Transform Your Business By Creating an Actionable Customer Journey Map
More on the Webinar

Feb 24: Winning with Big Data Analytics
More on the Webinar

Feb 25: The Ultimate Data-Driven Customer Experience
More on the Webinar


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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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