OUTSIDE IN is
the new book from by Forrester Research analysts Harley Manning and Kerry
Bodine.
If you can get
passed the normal consultancy hyperbole and Americanisms this book promises to
provide some interesting information in furthering the cause of Outside In.
Naturally take
with a pinch of salt the offers for speeches and presentations from Research
Analysts (great stuff but I would rather have the people who have really done
this stuff rather than just researched it!) you can review the 80 case studies.
Take away nuggets like “Aim to make it effortless for your customers” Phil Beinart, AT&T and “82% of customers stop doing business with an organisation as a result of negative experience”. The latter leaves me to believe those customers who don’t leave are either very lazy or penalised punitively for trying.
Take away nuggets like “Aim to make it effortless for your customers” Phil Beinart, AT&T and “82% of customers stop doing business with an organisation as a result of negative experience”. The latter leaves me to believe those customers who don’t leave are either very lazy or penalised punitively for trying.
Now as I say don’t let my irony fool you… you review the preview and then order the book from this link. Enjoy! http://bit.ly/OutsideInForrester
Blurb for Forrester:
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. You'll see how the roots of customer experience success or failure lie deep within your company, not just with customer-facing employees. And you'll learn about the six disciplines that customer experience leaders must master: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture. With dozens of diverse case studies from around the world, OUTSIDE IN is the one resource you need to turn a focus on customer experience into growth and profit.
For more books on this theme visit: http://www.towersassociates.com/Toolkits/Books%20&%20Magazines.html
For qualification using the CEMMethod® (2006) http://www.bpgroup.org/certification-by-city.html
Outside In The Secret of the 21st century
http://www.amazon.com/OUTSIDE--SECRET-CENTURY-LEADING-COMPANIES/dp/0956513506/httpwwwstevet-20
