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