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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 Ratings

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thank you

the best part of book was at the end. i tried to read it once and got bored then i got it on audio and it helped me to complete the book. i think if i had the last chapter first it would have capture my attention quicker and kept it through out book. i loves the case studies and real company references.

1 of 1 people found this review helpful

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  • 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!

1 of 1 people found this review helpful

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Great information but dry presentation

Is there anything you would change about this book?

The content was excellent, but the writing and speaker were a little stiff and dry.

What did you like best about this story?

The information and research was very helpful.

What aspect of Mel Foster’s performance would you have changed?

His tone was a little dull. He wasn't bad, but I think he could've been livelier and more engaging.

Who do you think would benefit most from listening to Outside In?

I think business professionals and corporate leaders would benefit most in order to better serve their customers.

Any additional comments?

This book provides a lot of great content, including case studies and research. It's very detailed and helps business leaders understand the importance of the customer experience and how to enhance the customer experience. While the content is good, the presentation is a little dry. But this should not deter you from digging into the book's vitally important information.

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Make the difference

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

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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

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  • Matt
  • Dartmouth, Nova Scotia, Canada
  • 10-08-12

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!

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  • Trent
  • Johannesburg, South Africa
  • 10-03-12

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

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  • GW
  • Lakeside, Montana, United States
  • 03-19-13

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

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  • Grandville Robert Batchelor
  • 04-17-17

Good messaging but a little too repetitive

Good insight and thought provoking.
However, I found quite repetitive regarding the same information and situations. Anecdotes are good but I struggled to keep engaged once point was made and then constantly reiterated.
In all fairness I was reading as part of some training, but other books in the program on corporate strategy have kept me more engaged.