2012年8月28日 · Based on fourteen years of research by the customer experience leaders at Forrester Research, "Outside In" offers a complete roadmap to attaining the experience advantage.

2012年5月22日 · In Forrester’s soon-to-publish book, Outside In, Harley Manning and I show that customer experience is a fundamental business driver and — in an age when customers have access to vast amounts of data about your company and its competitors — it’s also the only sustainable source of competitive advantage.

2012年8月28日 · The book starts by explaining the customer experience pyramid and describing the customer experience ecosystem and it's significance to establish a context for company wide action to improve the customer experience.

Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the...

2024年9月25日 · Outside In receives mostly positive reviews, with readers praising its insights into customer experience strategies. Many find the book's frameworks, case studies, and practical advice valuable for improving business practices.

2016年10月11日 · Her book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences—and how...

2023年8月7日 · Outside In: The Power of Putting Customers at the Center of Your Business. by Harley Manning and Kerry Bodine. “Customer experience is how your customers perceive their interactions with your company. Once you understand that, you can manage your business from the outside in…

2014年5月6日 · Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage.

Outside In is a well-structured book about customer experience and how to implement it in the organization. The authors start with the concept of the “Customer Experience Ecosystem,” stressing that the customer experience is sustained not just by customer-facing sales staff, but by the entire organization behind the scenes, its policies ...