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2015.03.15: Succeeding in the Smartphone World

In this issue of theEdit Newsletter

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


Every part of your business needs to consider mobile when planning new programs. Whether its innovation, fine-tuning or somewhere in between, that smartphone in the hand of most of your customers is the key to competitive advantage (or disadvantage). That's our focus in this week's Newsletter.


ARTICLE: Key Capabilities to Drive the Actionability of Customer Insights

Ultimately all the matters in the gathering of customer feedback is Actionability. Anything short of that is simply an academic research process. READ MORE


OPINION: Apple Demonstrates Its Strategic Commitment with Continuity

So here’s Apple on the multi device path. Are they using it as an excuse to sit back and mint money from iPad and Macbook sales? READ MORE


ARTICLE: A New Direction for Your Innovation Efforts

The key is keeping the technology itself in that role of the enabler — rather than the driver of innovation. READ MORE


OPINION: Mobile Technologies Drive Higher Expectations of Brands

While this may seem like another pressure point for companies, the good news is that customers also are giving companies access to them at the most ideal times. READ MORE


LATEST INDUSTRY NEWS

Mar 9: Accenture: U.S. Consumers Want Personalized Retail Experience and Control Over Personal Information

Mar 11: Harvard Business Review Chooses RichRelevance to Deliver a Personalized User Experience

Mar 12: Verint Scores Multiple Category Honors in 2015 CRM Magazine Service Awards Program


UPCOMING WEBINARS

Mar 18: Leverage Analytics to Grow Customer Life-Time Value
More on the Webinar

Mar 24: Driving Customer Loyalty Through Network & Service Quality
More on the Webinar

Mar 26: Gamification to Increase Knowledge Quality, Adoption and Usage
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.

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Different social platforms ...
varied experiences.

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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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