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Outside In by Kerry Bodine, Harley Manning EPUB

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Outside In by Kerry Bodine, Harley Manning EPUB

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 22 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 14 years of research by the customer experience leaders at
Forrester Research, Outside In offers a complete road map to attaining the experience advantage. It starts with the
framework of the customer experience ecosystem, which reveals 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 with the policies, processes, and technologies that your employees use every day.
Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

Outside In will teach you how to master the six disciplines of customer experience: Strategy, Customer Understanding,
Design, Measurement, Governance, and Culture. You’ll see how Holiday Inn’s customer experience strategy
led to a complete redesign of its lobbies and restaurants and how American Express reinvented its service culture,
earning loyalty by providing a better experience. You’ll discover how Boeing redesigned the way it delivers
information to match the needs of distinct customer types. And you’ll learn how Barclaycard U.S. assigns every
major element of customer experience to a senior executive with the power to bulldoze internal roadblocks and solve
customer problems that inhibit growth. Your gut already tells you that customer experience is the key to business
success. Now you can prove it. And with the rigorous, battle-tested tools in this book, you can tap the transformative
power of managing from the outside in.

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