⇱ Free online novels ⩌ ePUB Author Harley Manning ⫪

⇱ Free online novels ⩌ ePUB Author Harley Manning ⫪ ⇱ Free online novels ⩌ ePUB Author Harley Manning ⫪ Why read Outside In Because a focus on customer experience and an outside in perspective are the cornerstones of business success The strongest client relationships are built on trust, mutual respect, and really listening to each other Those are the kinds of relationships that can last a lifetime Vanguard Chairman and CEO Bill McNabb This eye opener gives you a comprehensive, need to know look at how smart companies achieve sustainable success in dealing with customers Hint It involves the entire organization, not just those on the front lines The GPS like guidance provided here is invaluable Steve Forbes, Chairman and Editor in Chief, ForbesEnjoyable, Easy, Meets Needs This is Manning and Bodines Customer experience pyramid, listed in order of importance for the customer Yes, its hard to make the changes needed to deliver on these promises But there is a simple first step read this book Don Norman, Nielsen Norman Group, author of Living with Complexity Manning and Bodine understand that a good customer experience is actually less expensive to provide than a poor one and customers will pay for a good one than for a bad one Nothing drives profitability like an excellent customer experience does Dan Hesse, CEO, Sprint I define customer centricity as simply the one who pays you money placed at the center of everything you do If you buy that definition, then buy this book, for Manning and Bodine provide a blueprint for doing just that Following its prescriptions will yield enjoyable experiences for your customers by understanding them from the outside in B Joseph Pine II, co author, The Experience Economy and Infinite Possibility Creating Customer Value on the Digital FrontierLooking forward, healthcare organizations need to make patient experience part of their strategic plans Its as important as quality and safety Manning and Bodine show why creating a great experience is important for any organization, and how to drive the change needed to make it a reality Delos Toby Cosgrove, MD, CEO, Cleveland Clinic Here at Virgin, our brand is all about a great customer experience Outside In provides the discipline to turn that thinking into successful business practices Paul Sands, Head of Customer Experience Management, Virgin Atlantic Airways Todays consumer has information and choices at their fingertips than ever before The ability to deliver a fast, effective and trustworthy customer experience is often the difference between success and failure OUTSIDE IN details the tangible disciplines a company can master in order to differentiate itself from the competition through the customer experience Kathleen Murphy, President, Personal Investing, Fidelity Investments Heres a simple recommendation if you have customers, you should read this book.800 CEO READ CIOs who want to travel down that path of success but need a bit of guidance should look at Outside InBy looking closely at the problems customers experienced that led them to call customer service, some of these companies either slashed costs by billions of dollars or generated billions in new revenue The Wall Street JournalWhat simple innovation brought billions in new investments to Fidelity What basic misunderstanding was preventing Office Depot from achieving its growth potential What surprising insights helped the Mayo Clinic better serve both doctors and patients The solution in each case was a focus on customer experience, the most powerfuland misunderstoodelement of corporate strategy today.Customer experience is, quite simply, how your customers perceive their every interaction with your company Its a fundamental business driver Heres proof over a recent five year period during which the Sproof 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, 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    • Hardcover
    • 270 pages
    • Outside In: The Power of Putting Customers at the Center of Your Business
    • Harley Manning
    • English
    • 2017-07-06T09:16+02:00