INDEX
activating an edge strategy
observing and refining operation, 179–180
airline industry
concept of “customer journey” and, 34
decision to charge for checked bags, 92–93
economic pressures in 2008, 91–92
results of its edge strategies, 94–95
unbundling strategy, 30
Air Products & Chemicals, 111–112
Amazon Web Services (AWS), 59–61
Apple
App Store strategy, 27
criteria fulfilled by outside product edges, 26
customer centricity and, 21
patterns in outside product edges, 28
product edges in iPod story, 24–25
product edges in iTunes story, 25–26
Asbury Automotive Group, 81
auto industry
peace-of-mind upselling, 80–82
product attributes upselling, 65–66
Becraft, Steve, ...
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