We are currently making improvements to the Audible site. In an effort to enhance the accessibility experience for our customers, we have created a page to more easily navigate the new experience, available at the web address www.audible.com/access.
Outside In: The Power of Putting Customers at the Center of Your Business | [Harley Manning, Kerry Bodine]

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

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.
Regular Price:$20.99
  • Membership Details:
    • First book free with 30-day trial
    • $14.95/month thereafter for your choice of 1 new book each month
    • Cancel easily anytime
    • Exchange books you don't like
    • All selected books are yours to keep, even if you cancel
  • - or -

Your Likes make Audible better!

'Likes' are shared on Facebook and Audible.com. We use your 'likes' to improve Audible.com for all our listeners.

You can turn off Audible.com sharing from your Account Details page.

OK

Publisher's Summary

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.

©2012 Harley Manning, Kerry Bodine (P)2012 Brilliance Audio, Inc.

What Members Say

Average Customer Rating

3.9 (35 )
5 star
 (13)
4 star
 (13)
3 star
 (5)
2 star
 (1)
1 star
 (3)
Overall
4.1 (32 )
5 star
 (15)
4 star
 (8)
3 star
 (6)
2 star
 (2)
1 star
 (1)
Story
3.6 (31 )
5 star
 (10)
4 star
 (8)
3 star
 (7)
2 star
 (3)
1 star
 (3)
Performance
Sort by:
  •  
    Osmar Patricio de Almeida 05-09-15 Member Since 2015
    ratings
    REVIEWS
    4
    4
    Overall
    Performance
    Story
    "Make the difference"

    Nice book that brings important concepts for better serving your customer and also points to rethink the competence.

    0 of 0 people found this review helpful
  •  
    Judi 04-24-15
    Judi 04-24-15
    ratings
    REVIEWS
    1
    1
    Overall
    Performance
    Story
    "Brilliant"
    Would you consider the audio edition of Outside In to be better than the print version?

    It is so brilliant.


    What was one of the most memorable moments of Outside In?

    I love it so much


    Which scene was your favorite?

    I want another one


    Did you have an extreme reaction to this book? Did it make you laugh or cry?

    They are the best writers


    Any additional comments?

    Please write more

    0 of 0 people found this review helpful
  •  
    Jenny Shaw Newark, Ohio USA 02-08-15
    Jenny Shaw Newark, Ohio USA 02-08-15 Member Since 2014
    HELPFUL VOTES
    1
    ratings
    REVIEWS
    2
    2
    FOLLOWERS
    FOLLOWING
    0
    0
    Overall
    Performance
    Story
    "Great content!"

    This book has very useful information delivered in a disappointing robotic manner. I'm going to look into the other recommended resources!

    0 of 0 people found this review helpful
  •  
    Matt Dartmouth, Nova Scotia, Canada 10-08-12
    Matt Dartmouth, Nova Scotia, Canada 10-08-12
    ratings
    REVIEWS
    4
    1
    Overall
    Performance
    Story
    "Really great source of ideas"

    Well worth the read. I really enjoy how the case studies but the suggestions into context you can incorporate into your own situation.

    Really well done!

    0 of 0 people found this review helpful
  •  
    Trent Johannesburg, South Africa 10-03-12
    Trent Johannesburg, South Africa 10-03-12 Member Since 2012
    HELPFUL VOTES
    0
    ratings
    REVIEWS
    56
    2
    FOLLOWERS
    FOLLOWING
    1
    1
    Overall
    Performance
    Story
    "101 Customer Experience Management"
    Would you try another book from Harley Manning and Kerry Bodine and/or Mel Foster?

    Not likely


    Would you recommend Outside In to your friends? Why or why not?

    As a starter for customer experience it provides a good context but there is little groundbreaking thought leadership


    Did Mel Foster do a good job differentiating all the characters? How?

    It is a text book - delivery was fine


    What did you take away from Outside In that you can apply to your work?

    To an extent - more re-enforcement than new learnings


    Any additional comments?

    Good intro but fairly basic CEM book

    0 of 0 people found this review helpful
  •  
    GW Lakeside, Montana, United States 03-19-13
    GW Lakeside, Montana, United States 03-19-13
    HELPFUL VOTES
    0
    ratings
    REVIEWS
    2
    2
    FOLLOWERS
    FOLLOWING
    1
    0
    Overall
    Performance
    Story
    "Want to download to my Kindle Fire Can't find out"
    What disappointed you about Outside In?

    Can't download the audible


    Who was your favorite character and why?

    N/A It is a non-fiction


    Who would you have cast as narrator instead of Mel Foster?

    Can't tell have not been able to listen


    If you could play editor, what scene or scenes would you have cut from Outside In?

    N/A


    Any additional comments?

    Wish I could figure out how to download to my Kindle Fire That's where I want to listen

    0 of 3 people found this review helpful

Report Inappropriate Content

If you find this review inappropriate and think it should be removed from our site, let us know. This report will be reviewed by Audible and we will take appropriate action.

Cancel

Thank You

Your report has been received. It will be reviewed by Audible and we will take appropriate action.