Why Customer Experience? Why Now?
You need your customers more than they need you. To succeed, you must get serious about the way you define, implement, and manage the customer experience. The good news: Companies that take customer experience seriously have a proven track record of boosting revenue, driving down cost, and earning customer loyalty.
Find out the three ways your customers perceive your company — and why you should care.
Outside In offers a complete road map to attaining the experience advantage. Based on 14 years of research by the customer experience leaders at Forrester Research, this book shows you how the roots of customer experience success or failure lie deep within your company, not just with customer-facing employees. You'll also 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 customer experience into growth and profit.