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

Note moyenne 3,84
( 365 avis fournis par Goodreads )
 
9781491514221: Outside In: The Power of Putting Customers at the Center of Your Business

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 audiobook, you can tap the transformative power of managing from the outside in.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

From the Inside Flap :

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.

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?

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 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.

From the Back Cover :

BLURBS TK

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Meilleurs résultats de recherche sur AbeBooks

1.

Harley Manning; Kerry Bodine; Josh Bernoff
Edité par Brilliance Audio
ISBN 10 : 1491514221 ISBN 13 : 9781491514221
Neuf(s) Quantité : > 20
Vendeur
INDOO
(Avenel, NJ, Etats-Unis)
Evaluation vendeur
[?]

Description du livre Brilliance Audio. État : New. Brand New. N° de réf. du libraire 1491514221

Plus d'informations sur ce vendeur | Poser une question au libraire

Acheter neuf
EUR 4,34
Autre devise

Ajouter au panier

Frais de port : EUR 2,98
Vers Etats-Unis
Destinations, frais et délais

2.

Harley Manning, Kerry Bodine, Josh Bernoff
Edité par BRILLIANCE AUDIO, United States (2014)
ISBN 10 : 1491514221 ISBN 13 : 9781491514221
Neuf(s) Quantité : 10
Vendeur
The Book Depository US
(London, Royaume-Uni)
Evaluation vendeur
[?]

Description du livre BRILLIANCE AUDIO, United States, 2014. CD-Audio. État : New. Unabridged. Language: English . Brand New. 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 SP 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 audiobook, you can tap the transformative power of managing from the outside in. N° de réf. du libraire BRI9781491514221

Plus d'informations sur ce vendeur | Poser une question au libraire

Acheter neuf
EUR 7,40
Autre devise

Ajouter au panier

Frais de port : Gratuit
De Royaume-Uni vers Etats-Unis
Destinations, frais et délais

3.

Manning, Harley
ISBN 10 : 1491514221 ISBN 13 : 9781491514221
Neuf(s) Quantité : > 20
Vendeur
BargainBookStores
(Grand Rapids, MI, Etats-Unis)
Evaluation vendeur
[?]

Description du livre MP3 CD. État : New. This is an audio book in MP3 CD format. It will be delivered to Shipping Address entered during checkout. This is NOT a digital download. N° de réf. du libraire 7601040

Plus d'informations sur ce vendeur | Poser une question au libraire

Acheter neuf
EUR 4,60
Autre devise

Ajouter au panier

Frais de port : EUR 3,40
Vers Etats-Unis
Destinations, frais et délais

4.

Harley Manning
Edité par BRILLIANCE AUDIO, United States (2014)
ISBN 10 : 1491514221 ISBN 13 : 9781491514221
Neuf(s) Quantité : 10
Vendeur
The Book Depository
(London, Royaume-Uni)
Evaluation vendeur
[?]

Description du livre BRILLIANCE AUDIO, United States, 2014. CD-Audio. État : New. Unabridged. Language: English . Brand New. 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 SP 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 audiobook, you can tap the transformative power of managing from the outside in. N° de réf. du libraire BRI9781491514221

Plus d'informations sur ce vendeur | Poser une question au libraire

Acheter neuf
EUR 15,80
Autre devise

Ajouter au panier

Frais de port : Gratuit
De Royaume-Uni vers Etats-Unis
Destinations, frais et délais

5.

Harley Manning
Edité par BRILLIANCE AUDIO, United States (2014)
ISBN 10 : 1491514221 ISBN 13 : 9781491514221
Neuf(s) Quantité : 10
Vendeur
Book Depository hard to find
(London, Royaume-Uni)
Evaluation vendeur
[?]

Description du livre BRILLIANCE AUDIO, United States, 2014. CD-Audio. État : New. Unabridged. Language: English . Brand New. 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 SP 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 audiobook, you can tap the transformative power of managing from the outside in. N° de réf. du libraire BTE9781491514221

Plus d'informations sur ce vendeur | Poser une question au libraire

Acheter neuf
EUR 15,83
Autre devise

Ajouter au panier

Frais de port : Gratuit
De Royaume-Uni vers Etats-Unis
Destinations, frais et délais

6.

Harley Manning; Kerry Bodine; Josh Bernoff
Edité par Brilliance Audio (2014)
ISBN 10 : 1491514221 ISBN 13 : 9781491514221
Neuf(s) Quantité : 1
Vendeur
Irish Booksellers
(Rumford, ME, Etats-Unis)
Evaluation vendeur
[?]

Description du livre Brilliance Audio, 2014. MP3 CD. État : New. book. N° de réf. du libraire 1491514221

Plus d'informations sur ce vendeur | Poser une question au libraire

Acheter neuf
EUR 27,17
Autre devise

Ajouter au panier

Frais de port : Gratuit
Vers Etats-Unis
Destinations, frais et délais

7.

Manning, Harley/ Bodine, Kerry/ Bernoff, Josh/ Foster, Mel (Narrator)
Edité par Brilliance Audio (2014)
ISBN 10 : 1491514221 ISBN 13 : 9781491514221
Neuf(s) Quantité : 1
Vendeur
Revaluation Books
(Exeter, Royaume-Uni)
Evaluation vendeur
[?]

Description du livre Brilliance Audio, 2014. MP3 CD. État : Brand New. mp3 una edition. 6.75x5.25x0.50 inches. In Stock. N° de réf. du libraire 1491514221

Plus d'informations sur ce vendeur | Poser une question au libraire

Acheter neuf
EUR 23,45
Autre devise

Ajouter au panier

Frais de port : EUR 6,71
De Royaume-Uni vers Etats-Unis
Destinations, frais et délais

8.

Harley Manning
ISBN 10 : 1491514221 ISBN 13 : 9781491514221
Neuf(s) Quantité : 1
Vendeur
AussieBookSeller
(SILVERWATER, NSW, Australie)
Evaluation vendeur
[?]

Description du livre MP3 CD. État : New. MP3 CD. Shipping may be from our Sydney, NSW warehouse or from our UK or US warehouse, depending on stock availability. 0.068. N° de réf. du libraire 9781491514221

Plus d'informations sur ce vendeur | Poser une question au libraire

Acheter neuf
EUR 11,70
Autre devise

Ajouter au panier

Frais de port : EUR 31,55
De Australie vers Etats-Unis
Destinations, frais et délais