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
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
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. Download and start listening now!