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Outside In: The Power of Putting Customers at the Center of Your Business |  |
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Outside In: The Power of Putting Customers at the Center of Your Business | |
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.
网友对Outside In: The Power of Putting Customers at the Center of Your Business的评论
已经有Kindle版了，还是再入手精装版。
I can understand that many businesses have difficulties in moulding to their customers and understanding them but actually constructing an elaborate process to compensate for this is beyond the scope and budget of most smaller and medium sized businesses. This is really a how to book for bigger businesses that have lost the plot.
Customer experience - not customer service - is an important need in many corporations. I see customer experience as part of the conscious capitalism movement, where companies empower employees to be "owners" and ambassadors and are treated with respect by the company. This book helps with that need of seeing yourself (e.g., business) from the "outside in".
Some of the middle part is a bit dry (implementation) and I think it would be more proactive to add the theme of conscious capitalism.
I am new to the subject so it was very illustrative. Nevertheless I would have expected to gain a deeper insight of the cases showcased in the book, maybe wothput the names of the companies. But overall, it gives you a good overview on how to tackle CX issues if you are kind of a rookie.
Is your organization trying to become more customer engaged? Or are you exploring how you can build skills and develop a plan in the area of customer experience management? This book is full of case studies and tools to help you get started.
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