Outside In: The Power Of Putting Customers At The Center Of Your Business
by Josh Bernoff /
2014 / English / PDF
105.8 MB Download
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?
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.
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.
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?
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,
Based on fourteen years of research by the customer experience
leaders at Forrester Research,Outside In
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.
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.