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

The solution in each circumstance was a focus on customer experience, the most effective - and misunderstood - component of corporate strategy today. Customer experience is, simply, how your customers understand their every discussion with your small business. It's a simple business driver. Here's proof: over a recent five-year period during which the S&P 500 was toned, a stock stock portfolio of customer experience leaders grew 22 percent. In a day and age when customers have access to vast amounts of data about your company and its challengers, customer experience is the only sustainable source of competitive benefit. But how to master it? Predicated on 14 years of research by the customer experience leaders at Forrester Research, Outside In offers a full highway map to attaining the experience benefit. It begins with the platform of the customer experience ecosystem, which discloses that the roots of customer experience problems lie not only with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, solicitors, and programmers, as well much like the policies, functions, and technology that your employees use every day. Identifying and fixing these problems has the potential to dramatically increase sales and decrease costs. External In will educate you on how to master the six disciplines of customer experience: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture. You'll see how Vacation Inn's customer experience strategy led to a full redesign of its lobbies and restaurants and exactly how American Express reinvented its service culture, generating loyalty by giving a much better experience. You'll discover how Boeing redesigned just how it gives information to complement the needs of distinctive customer types. And you will understand how Barclaycard U.S. assigns every major component of customer experience to a older executive with the power to bulldoze internal roadblocks and solve customer issues that inhibit expansion. Your gut already lets you know that customer experience is the main element to business success. Now you can confirm it. And with the strenuous, battle-tested tools in this audiobook, you can tap the transformative electric power of controlling from the outside in.

Category: Management

Details

Publisher	Brilliance Audio
Language	English
ISBN
DATE	2012-08
Author	Harley Manning

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