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

Harley Manning

For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.

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Book Information

Publisher: New Harvest
Publish Date: 08/27/2012
Pages: 272
ISBN-13: 9780547913988
ISBN-10: 0547913982
Language: English

What We're Saying

August 15, 2012

Customer experience is it. While it's increasingly difficult to set yourself apart from your competitors with regard to innovation or product offerings, there seems yet to be a huge opportunity for companies to excel in providing a superior customer experience. According to this new book from Harley Manning and Kerry Bodine, there is a lot of money at stake in the customer experience game. READ FULL DESCRIPTION

Full Description

What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients? 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.

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