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Viser: Outside In - The Power of Putting Customers at the Center of Your Business
Outside In
The Power of Putting Customers at the Center of Your Business
Harley. Manning, Kerry Bodine og Josh Bernoff
(2012)
Sprog: Engelsk
Houghton Mifflin Harcourt Publishing Company
381,00 kr.
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Detaljer om varen
- Hardback: 272 sider
- Udgiver: Houghton Mifflin Harcourt Publishing Company (August 2012)
- Forfattere: Harley. Manning, Kerry Bodine og Josh Bernoff
- ISBN: 9780547913988
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.
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.
Introduction: Mastering the Outside In Challengeix
PART I: THE VALUE OF CUSTOMER EXPERIENCE You Need Your Customers More Than They Need You3 Customer Experience Means Billions to Business18 The Customer Experience Ecosystem36
PART II: THE SIX DISCIPLINES OF CUSTOMER EXPERIENCE From Bumper Sticker to Business Discipline59 Strategy74 Customer Understanding86 Design105 Measurement123 Governance137 Culture151
PART III: HOW CUSTOMER EXPERIENCE TRANSFORMS COMPANIES The Natural Path to Customer Experience Maturity169 The Rise of the Chief Customer Officer183 The Customer Experience Race Is On204 What Next?223 Acknowledgments225 Notes229 Case Index243 Index247 About the Authors259
PART I: THE VALUE OF CUSTOMER EXPERIENCE You Need Your Customers More Than They Need You3 Customer Experience Means Billions to Business18 The Customer Experience Ecosystem36
PART II: THE SIX DISCIPLINES OF CUSTOMER EXPERIENCE From Bumper Sticker to Business Discipline59 Strategy74 Customer Understanding86 Design105 Measurement123 Governance137 Culture151
PART III: HOW CUSTOMER EXPERIENCE TRANSFORMS COMPANIES The Natural Path to Customer Experience Maturity169 The Rise of the Chief Customer Officer183 The Customer Experience Race Is On204 What Next?223 Acknowledgments225 Notes229 Case Index243 Index247 About the Authors259
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