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If improving the customer experience sounds like a marketing nuance, consider that this approach opened up a $100m market for Kodak, transformed one of International Paper's divisions from a money-loser to a profit leader and saved a major auto-parts producer over $120m in six weeks, just to cite a few examples.
Thinking of the customer experience as a marketing issue is a sure sign you are too inwardly focused. Viewed correctly, it's your ticket to improving every aspect of your company, from how you configure your plants to how you sell your products.
Great. So what is it?
Source: Industry Week, http://industryweek.com
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