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Outside In: The Power of Putting Customers at the Center of Your Business | [Harley Manning, Kerry Bodine]

Outside In: The Power of Putting Customers at the Center of Your Business

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 22 percent.
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Publisher's Summary

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 22 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 14 years of research by the customer experience leaders at Forrester Research, Outside In offers a complete road map to attaining the experience advantage. It starts with the framework of the customer experience ecosystem, which reveals 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 with the policies, processes, and technologies that your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

Outside In will teach you how to master the six disciplines of customer experience: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture. You'll see how Holiday Inn's customer experience strategy led to a complete redesign of its lobbies and restaurants and how American Express reinvented its service culture, earning loyalty by providing a better experience. You'll discover how Boeing redesigned the way it delivers information to match the needs of distinct customer types. And you'll learn how Barclaycard U.S. assigns every major element of customer experience to a senior executive with the power to bulldoze internal roadblocks and solve customer problems that inhibit growth. Your gut already tells you that customer experience is the key to business success. Now you can prove it. And with the rigorous, battle-tested tools in this audiobook, you can tap the transformative power of managing from the outside in.

©2012 Harley Manning, Kerry Bodine (P)2012 Brilliance Audio, Inc.

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  • Matt
    Dartmouth, Nova Scotia, Canada
    08/10/12
    Overall
    Performance
    Story
    "Really great source of ideas"

    Well worth the read. I really enjoy how the case studies but the suggestions into context you can incorporate into your own situation.

    Really well done!

    0 of 0 people found this review helpful
  • Trent
    Johannesburg, South Africa
    03/10/12
    Overall
    Performance
    Story
    "101 Customer Experience Management"
    Would you try another book from Harley Manning and Kerry Bodine and/or Mel Foster?

    Not likely


    Would you recommend Outside In to your friends? Why or why not?

    As a starter for customer experience it provides a good context but there is little groundbreaking thought leadership


    Did Mel Foster do a good job differentiating all the characters? How?

    It is a text book - delivery was fine


    What did you take away from Outside In that you can apply to your work?

    To an extent - more re-enforcement than new learnings


    Any additional comments?

    Good intro but fairly basic CEM book

    0 of 0 people found this review helpful
  • GW
    Lakeside, Montana, United States
    19/03/13
    Overall
    Performance
    Story
    "Want to download to my Kindle Fire Can't find out"
    What disappointed you about Outside In?

    Can't download the audible


    Who was your favorite character and why?

    N/A It is a non-fiction


    Who would you have cast as narrator instead of Mel Foster?

    Can't tell have not been able to listen


    If you could play editor, what scene or scenes would you have cut from Outside In?

    N/A


    Any additional comments?

    Wish I could figure out how to download to my Kindle Fire That's where I want to listen

    0 of 1 people found this review helpful
  • Showing: 1-3 of 3 results

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