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Outside In: The Power of Putting Customers at the Center of Your Business,New
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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 powerfuland misunderstoodelement of corporate strategy today.Customer experience is, quite simply, how your customers perceive their every interaction with your company. Its a fundamental business driver. Heres proof: over a recent fiveyear period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twentytwo 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 Ecosystemproof that the roots of customer experience problems lie not just with customerfacing employees like your sales staff, but with behindthescenes 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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- Q: What is the main focus of 'Outside In: The Power of Putting Customers at the Center of Your Business'? A: The book emphasizes the importance of customer experience as a critical element of corporate strategy, demonstrating how it can drive business growth and competitive advantage.
- Q: Who is the author of this book? A: The author of 'Outside In' is Harley Manning.
- Q: What insights does the book provide about customer experience? A: The book provides insights based on fourteen years of research, focusing on how various organizational roles and processes contribute to customer experience and how addressing these can improve business performance.
- Q: How many pages does 'Outside In' have? A: The book contains 272 pages.
- Q: What is the publication date of 'Outside In'? A: The book was published on August 28, 2012.
- Q: What format is 'Outside In' available in? A: This book is available in hardcover format.
- Q: What category does this book fall under? A: The book falls under the Management category.
- Q: Can you describe the Customer Experience Ecosystem mentioned in the book? A: The Customer Experience Ecosystem concept explains that customer experience issues stem from various roles within a company, including not just customer-facing employees but also those in support functions, highlighting the need for a holistic approach.
- Q: Is 'Outside In' suitable for business leaders and managers? A: Yes, 'Outside In' is particularly valuable for business leaders and managers looking to enhance customer experience and drive organizational success.
- Q: What are the benefits of focusing on customer experience according to the book? A: Focusing on customer experience can lead to increased sales, reduced costs, and a sustainable competitive advantage in a data-driven market.