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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 Audiobook, by Harley Manning 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, Kerry Bodine, Josh Bernoff Narrator: Mel Foster Publisher: Brilliance Audio Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date: August 2012 ISBN: 9781469207599
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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 22 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 14 years of research by the customer experience leaders at Forrester Research, Outside In offers a complete road map to attaining the experience advantage. It starts with the framework of the customer experience ecosystem, which reveals 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 with the policies, processes, and technologies that your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

Outside In will teach you how to master the six disciplines of customer experience: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture. You’ll see how Holiday Inn’s customer experience strategy led to a complete redesign of its lobbies and restaurants and how American Express reinvented its service culture, earning loyalty by providing a better experience. You’ll discover how Boeing redesigned the way it delivers information to match the needs of distinct customer types. And you’ll learn how Barclaycard U.S. assigns every major element of customer experience to a senior executive with the power to bulldoze internal roadblocks and solve customer problems that inhibit growth.

Your gut already tells you that customer experience is the key to business success. Now you can prove it. And with the rigorous, battle-tested tools in this audiobook, you can tap the transformative power of managing from the outside in.

Download and start listening now!

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Listener Opinions

  • 2 out of 52 out of 52 out of 52 out of 52 out of 5 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 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 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 Gerold | 12/3/2012

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

  • 3 out of 53 out of 53 out of 53 out of 53 out of 5 Khal | 11/9/2012

    " A good primer for the field of Customer Experience, with plenty of case studies "

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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.”