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

  • 7h 35m 56s
  • Harley Manning, Josh Bernoff, Kerry Bodine
  • Brilliance Publishing
  • 2012

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.

In this Audiobook

  • Chapter 1: You Need Your Customers More than they Need You
  • Chapter 2: Customer Experience Means Billions to Business
  • Chapter 3: The Customer Experience Ecosystem
  • Chapter 4: From Bumper Sticker to Business Discipline
  • Chapter 5: Strategy
  • Chapter 6: Customer Understanding
  • Chapter 7: Design
  • Chapter 8: Measurement
  • Chapter 9: Governance
  • Chapter 10: Culture
  • Chapter 11: The Natural Path to Customer Experience Maturity
  • Chapter 12: The Rise of the Chief Customer Officer
  • Chapter 13: The Customer Experience Race is On
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