Outside In: The Power of Putting Customers at the Center of Your Business
Manning, Harley; Bodine, Kerry
Language: English
Published by New Harvest, 2012
- Hardcover
- Used
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- Title
- Outside In: The Power of Putting Customers at the Center of Your Business
- Author
- Manning, Harley; Bodine, Kerry
- Publisher
- New Harvest
- Publication year
- 2012
- Condition
- very_good
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 0547913982
- ISBN 13
- 9780547913988
The solution in each case was a focus on customer experience, the most powerful--and misunderstood--element of corporate strategy today.
Customer experience is, quite simply, how your customers perceive their every interaction with your company. It's a fundamental business driver. Here's proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent.
In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it?
Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem--proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.
"Synopsis" may belong to another edition of this title.
About the Author
Kerry Bodine leads Forrester's research on experience design. Kerry's research, analysis, and opinions appear frequently on sites like Harvard Business Review, Forbes, and Advertising Age, and she blogs for Forrester and 1to1 Media.
"About the title" may belong to another edition of this title.
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