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2015.02.27: Customer Experience is Ultimately A Leadership Challenge

In this issue of theEdit Newsletter

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


Your customers experience what your company offers at a fairly micro level but really creating competitive advantage via customer experience is a macro leadership challenge. That's our focus in this week's Newsletter.


ARTICLE: Without Constant Leadership, Customer Experience Gains Often Fade

Businesses are built through strong processes like brainstorming, tradeoffs analysis, process development and execution. But sometimes, you can develop a business just by observing another well run operation and then incorporating what you find using a test/keep/reject approach. READ MORE


OPINION: The Mentorship Inversion: Boomer and Gen X Executives in a Gen Y World

Generations are worlds apart with Gen Y being a completely different buying ‘animal’ than Baby Boomers. Technology is transforming marketing and sales and rendering old style campaigns less effective and efficient. 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


ARTICLE: Without Constant Leadership, Customer Experience Gains Often Fade

Businesses are built through strong processes like brainstorming, tradeoffs analysis, process development and execution. But sometimes, you can develop a business just by observing another well run operation and then incorporating what you find using a test/keep/reject approach. READ MORE


ARTICLE: Real Technology Impact Comes from Aligning It to Your Business Model

Sometimes what can seem limited in a technology sense can deliver big impact if it's keyed in to the key challenges your business is facing. READ MORE


LATEST INDUSTRY NEWS

Feb 24: LiveOps Awarded Patent for Multichannel Pivoting

Feb 20: ClickFox: Customer Journeys Brings New Capabilities to Customer Experience

Feb 20: Verint Extends Customer Engagement Optimization Leadership with Latest Release


UPCOMING WEBINARS

Mar 05: Actionable Customer Experience Measurement
More on the Webinar

Mar 10: The Top 9 Customer Experience Trends of 2015
More on the Webinar

Mar 25: Measuring the Customer Experience with Bob Hayes, PhD
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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