Outside In: The Power of Putting Customers at the Center of Your Business
| Author | : | |
| Rating | : | 4.20 (894 Votes) |
| Asin | : | 0547913982 |
| Format Type | : | paperback |
| Number of Pages | : | 272 Pages |
| Publish Date | : | 2014-11-09 |
| Language | : | English |
DESCRIPTION:
""Outside In" Provides Inside Road Map to Customer Experience Success" according to Robert Adams. Outside In is a great book for businesses and other organizations who want to understand and utilize the power of customer experience. If your company has any kind of interaction (digital, over-the-phone, face-to-face, or otherwise), you will benefit from applying the principles it contains to your business.But that's not why I bought the book. I've taking a different perspective, that of a non-profit volunteer leader who wants to provide great GUEST services to our "customers." From my vi. Almohannad Alsbeai said must-to-read for any CX professionals. This book will help you to understand why CX not being taken seriously by many companies, it will help you as well to establish a proper framework to build a strong Cx practice/maturity within any organization While I am reading I was able to justify many of challenges which faced me while working under this important function The book is a must-to-read for any CX professionals.. Customer Experience defined P. M. Lewis Want to understand the difference between Customer Experience and Customer Service? If yes, read this book
"Why read Outside In? Because a focus on customer experience and an outside-in perspective are the cornerstones of business success. Those are the kinds of relationships that can last a lifetime."— Vanguard Chairman and CEO Bill McNabb"This eye-opener gives you a comprehensive, need-to-know look at how smart companies achieve sustainable success in dealing with customers. Hint: It involves the entire organization, not just those on the 'front lines.' The GPS-like guidance provided here is invaluable."— Steve Forbes, Chairman and Editor-in-Chief, Forbes "Enjoyable, Easy, Meets Needs. Nothing drives profitability like an excellent cus
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. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.. 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. 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 l