Outside In: The Power of Putting Customers at the Center of Your Business Audiobook, by Harley Manning Play Audiobook Sample

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

Outside In: The Power of Putting Customers at the Center of Your Business Audiobook, by Harley Manning Play Audiobook Sample
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Read By: Mel Foster Publisher: Brilliance Audio Listen Time: at 1.0x Speed 5.00 hours at 1.5x Speed 3.75 hours at 2.0x Speed Release Date: August 2012 Format: Unabridged Audiobook ISBN: 9781469207599

Quick Stats About this Audiobook

Total Audiobook Chapters:

26

Longest Chapter Length:

24:31 minutes

Shortest Chapter Length:

09:02 minutes

Average Chapter Length:

17:30 minutes

Audiobooks by this Author:

1

Publisher Description

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

— Vijai (4 out of 5 stars)

Outside In Listener Reviews

Overall Performance: 3.5 out of 53.5 out of 53.5 out of 53.5 out of 53.5 out of 5 (3.50)
5 Stars: 1
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Narration: 0 out of 50 out of 50 out of 50 out of 50 out of 5 (0.00)
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Story: 0 out of 50 out of 50 out of 50 out of 50 out of 5 (0.00)
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Write a Review
  • Overall Performance: 2 out of 52 out of 52 out of 52 out of 52 out of 5

    " 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. "

    — Jeremiah, 7/18/2013
  • Overall Performance: 5 out of 55 out of 55 out of 55 out of 55 out of 5

    " Awesome, a great reference book "

    — Greg, 1/10/2013
  • Overall Performance: 4 out of 54 out of 54 out of 54 out of 54 out of 5

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

    — Gerold, 12/3/2012
  • Overall Performance: 3 out of 53 out of 53 out of 53 out of 53 out of 5

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

    — Khal, 11/9/2012

About the Authors

Josh Bernoff, senior vice president at Forrester Research, is the coauthor of the Businessweek bestseller Groundswell. Bernoff’s research, analysis, and opinions appear frequently in publications such as the New York Times and Wall Street Journal. He writes a column for Marketing News, a publication of the American Marketing Association, and blogs for Forrester and Advertising Age. He has a bachelor’s degree from Pennsylvania State University and was a National Science Foundation fellow in the graduate program in mathematics at MIT.

About Mel Foster

Joyce Bean is an accomplished audiobook narrator and director. In addition to having won several AudioFile Earphones Awards, she has been nominated multiple times for the prestigious Audie Award. Equally adept at narrating fiction and nonfiction, and she also narrates audiobooks under the name Jane Brown.