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

Extended Audio Sample Outside In: The Power of Putting Customers at the Center of Your Business, by Harley Manning, Josh Bernoff, Kerry Bodine Click for printable size audiobook cover
3 out of 53 out of 53 out of 53 out of 53 out of 5 3.00 (44 ratings) (rate this audio book) Author: Harley Manning, Josh Bernoff, Kerry Bodine Narrator: Mel Foster Publisher: Brilliance Audio Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date:
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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.

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Listener Opinions

  • 2 out of 52 out of 52 out of 52 out of 52 out of 5 by Jeremiah Mcenerney | 7/18/2013

    " A little bit of Forester salesmanship, and some good case studies on have a comprehensive view of the customer experience...especially for those supporting retail clients. "

  • 4 out of 54 out of 54 out of 54 out of 54 out of 5 by Vijai Shankar | 4/23/2013

    " Really good book and perspective on the importance of customer experience. Good examples of companies who have taken an outside in perspective "

  • 5 out of 55 out of 55 out of 55 out of 55 out of 5 by Greg | 1/10/2013

    " Awesome, a great reference book "

  • 4 out of 54 out of 54 out of 54 out of 54 out of 5 by Gerold | 12/3/2012

    " customer experience in the center - good coverage of an important aspect "

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About the Narrator

Mel Foster is a prolific audiobook narrator, having read dozens of titles throughout his career. He is the recipient of the prestigious Audie Award, as well as the AudioFile Earphones Award. A former advertising agency executive who used to record test tracks for commercials, his narration career was born out of encouragement from his clients who would often say, “why are we hiring someone else? I like this guy.”