SUMMARY ê Outside In

Outside In

SUMMARY Outside In

Damental business driver Here’s proof over a recent five year period during which the SP 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 ro This was a very good book about the benefits of focusing on and improving the customer experience I like how Manning goes through the six disciplines of customer experience Strategy Customer Understanding Design Measurement Governance and Culture in a systematic way He helps you understand that the customer experience must be viewed from a holistic perspective in order to get it right He includes several relevant examples of how various companies used these disciplines to improve the customer experienceThe six disciplines of customer experience provides a great framework for establishing a methodology that will permeate through the whole organization and make it stick

REVIEW ✓ THARROWEBDESIGN.CO.UK Ñ Harley Manning

Admap 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 Timeless Though this book could do with updating is examples the base pointsideas and practices are sound and incredibly important regardless of industry This is the second time I've read this book and rereading it only reminded me that many of the lessons here still haven't been applied let alone see a raft of CCOs being appointed Refined Tastes has the potential to dramatically increase sales and decrease costs Timeless Though this book could do with updating is examples the base pointsideas and practices are sound and incredibly important regardless of industry This is the second time I've read this book and rereading it only reminded me that many of the lessons Transforming Students here still Sociology of Higher Education haven't been applied let alone see a raft of CCOs being appointed

Harley Manning Ñ 1 SUMMARY

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 uite simply how your customers perceive their every interaction with your company It’s a fun I bought this book years ago but finally picked it up recently to read it I've spent nearly my entire career as a customer service geek and knew that Forrester had mountains of great research on the topic of service and importantly over the last decade customer experience Outside In was a great dive into Customer Experience chock full of mini case studies and key learnings of companies from different ends of CX maturity The book can be an insightful crash course to anyone in any field at any level within their company on the world of Customer Experience and how to build a successful CX focus in your business The only downside of the book as with any written with specific business successes it's possible that time will not be so kind to some of the examples Other than that I loved itAlthough this book rarely makes the top lists of CX books it should Georg Buchner 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 uite simply Gekka Mugentan, Vol. 4 how your customers perceive their every interaction with your company It’s a fun I bought this book years ago but finally picked it up recently to read it I've spent nearly my entire career as a customer service geek and knew that Forrester How to Fly with Broken Wings had mountains of great research on the topic of service and importantly over the last decade customer experience Outside In was a great dive into Customer Experience chock full of mini case studies and key learnings of companies from different ends of CX maturity The book can be an insightful crash course to anyone in any field at any level within their company on the world of Customer Experience and Swimming to the Moon how to build a successful CX focus in your business The only downside of the book as with any written with specific business successes it's possible that time will not be so kind to some of the examples Other than that I loved itAlthough this book rarely makes the top lists of CX books it should

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