Competitive Advantage Marketing Operations Reis 
Harvard Business Review
NOVEMBER 3, 2015
Retailers will win this holiday season by creating advantages in other ways, among them: brand strength, distribution, service, and customer experience. All of these require year-round dedication to management and marketing, rather than once-a-year sales gimmicks.
Harvard Business Review
FEBRUARY 3, 2015
We were supposed to be coming up with ideas for improving the company’s customer experiences, but the head of operations could not think of a single new customer service idea to explore. Each of these executives offered plenty of ideas when the discussion turned to promotions, social media tactics, and marketing messages.
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