Outside In: The Power of Putting Customers at the Center of Your Business
| Author | : | |
| Rating | : | 4.62 (801 Votes) |
| Asin | : | B008CRWKRY |
| Format Type | : | |
| Number of Pages | : | 557 Pages |
| Publish Date | : | 2014-09-10 |
| Language | : | English |
DESCRIPTION:
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. 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&m
Robert Adams said "Outside In" Provides Inside Road Map to Customer Experience Success. Outside In is a great book for businesses and other organizations who want to understand and utilize the power of customer experience. If your company has any kind of interaction (digital, over-the-phone, face-to-face, or otherwise), you will benefit from applying the principles it contains to your business.But that's not why I bought the book. I've taking a different perspective, that of a non-profit volunteer leader who w. Almohannad Alsbeai said must-to-read for any CX professionals. This book will help you to understand why CX not being taken seriously by many companies, it will help you as well to establish a proper framework to build a strong Cx practice/maturity within any organization While I am reading I was able to justify many of challenges which faced me while working under this important function The book is a must-to-read for any CX professionals.. "Customer Experience defined" according to P. M. Lewis. Want to understand the difference between Customer Experience and Customer Service? If yes, read this book
Joseph Pine II, co-author, The Experience Economy and Infinite Possibility: Creating Customer Value on the Digital Frontier "Looking forward, healthcare organizations need to make patient experience part of their strategic plans. Yes, it’s hard to make the changes needed to deliver on these promises. Following its prescriptions will yield enjoyable experiences for your customers by understanding them — from the outside in."— B. Outside In provides the discipline to turn that thinking into successful business practices."— Paul Sands, Head of Customer Experience Management, Virgin Atlantic Airways "Today’s consumer has more information and choices at their fingertips than ever before. Nothing drives profitability like an excellent customer experience does."— Dan Hesse, CEO, Sprint"I define customer centricity as simply ‘the one who pays you