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The Customer Experience Edge by Reza Soudagar, Vinay Iyer, Volker Hildebrand

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Index

A

Action items, 232–246

Advertising, 206–207

African nations, 203–204, 206, 210

Akbank, 102, 213–217, 234, 240, 244

Akinti, Yesukan, 214, 216, 217

Amazon, 8, 75, 149–150, 155, 223

American Customer Satisfaction Score Index, 11

Analytics, 70–71

for knowing customers, 75

leveraging, 189

predictive, 155–157

voice, 152 (See also Metrics)

Anderson, Chris, 86

Apple, 73, 144, 171, 223, 241

Apple iPod, 13, 33

Application portfolio management, 125–129

Arizona Cardinals Football Club, 185–186

Artofthetrench.com, 93

Arussy, Lior:

on CE initiatives, 52, 53

on cost of unhappy customers, 12–13

on differentiation, 17

on financial goals, 244

on return on investment, 88–91, 94

on technologies, 110

on wallet share, 40, 41

Awareness building, 206

B

B2B market ...

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