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Rethinking Your Business from the Outside In

Harley Manning, Kerry Bodine, Josh Bernoff

October 10, 2012

"If you read the pages of the Wall Street Journal you would come to believe that business is about big deals—about multi-billion dollar acquisitions, massive pay packages for executives, macroeconomic forces, stuff like that. In fact, the secret of success is in the little things. Billions of small decisions. [...] Spend a few moments with this essay, and we'll show you three things. First, customer experience is central. ... Second, customer experience is hard, because it's not just about your front-line customer-facing employees. ... Third, delivering a great customer experience requires discipline—or more accurately, six disciplines that cut across every element of how your company operates."

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