Achieving Competitive Advantage means increasing your competitive separation relative to your competitors. That means differentiating your offer at Level 2 and Level 3 of your customer's perception of value. It's not about your product, it's about the service and support that your customers get (Level 2). The ultimate point of differentiation is the End2End Customer Experience (Level 3). Design and align all customer touchpoints to maximise the E2E Customer Experience.
12. “When the rate of
change externally is
greater than the rate
of change internally,
you have a problem.”
- Jack Welch
12
www.flickr.com/photos/nathaninsandiego/3466495191
58. David R Ednie
President & CEO
SalesChannel Europe
Ph: +33 676 60 09 25 (FRA)
Email: david@saleschannel-europe.com
Website: www.saleschannel-europe.com
www.flickr.com/photos/horacio/3781750