Outside In The Power of Putting Customers at the Center of Your Business

Name: Outside In The Power of Putting Customers at the Center of Your Business
Price: 2.82 USD
Availability: InStock
ISBN: 9780547913988

ISBN-10: 0547913982

ISBN-13: 9780547913988

Edition: 2012

Authors: Harley. Manning, Kerry Bodine, Josh Bernoff

List price: $27.00

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Description:

Companies pay lip service to "delighting customers" while simultaneously disappointing them at every opportunity. Turning customers into passionate fans is a cheap and incredibly powerful way to boost profits—but to do it, you have to see your business the way your customers do. You have to walk in your customers’ shoes from the very moment they decide to try your product.Today, companies compete not just on what they offer but on every aspect of the customer experience. This shift requires a new way to manage: from the outside in. Forrester Research analysts Harley Manning and Kerry Bodine explain how to get your organization in tune with the real needs of your customers. Key lessons…

Book details

List price: $27.00
Copyright year: 2012
Publisher: HarperCollins Publishers
Publication date: 8/28/2012
Binding: Hardcover
Pages: 272
Size: 6.00" wide x 9.00" long x 1.02" tall
Weight: 0.990
Language: English

Harley Manning founded Forrester’s customer experience research practice when he joined the firm in 1998. Today he leads a team of analysts that cover enterprise-level customer experience topics ranging from strategy to metrics and business models.

Kerry Bodine leads Forrester’s research on experience design. Kerry’s research, analysis, and opinions appear frequently on sites like Harvard Business Review, Forbes, and Advertising Age, and she blogs for Forrester and 1to1 Media.

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Introduction: Mastering the Outside In Challenge



The Value Of Customer Experience



You Need Your Customers More Than They Need You



Customer Experience Means Billions to Business



The Customer Experience Ecosystem



The Six Disciplines of Customer Experience



From Bumper Sticker to Business Discipline



Strategy



Customer Understanding



Design



Measurement



Governance



Culture



How Customer Experience Transforms Companies



The Natural Path to Customer Experience Maturity



The Rise of the Chief Customer Officer



The Customer Experience Race Is On


What Next?


Acknowledgments


Notes


Case Index


Index


About the Authors