Outside in

Rubriek: Textual/Printed/Reference Materials - Boek

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What 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 powerful--and misunderstood--element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It's a fundamental business driver. Here's proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent. In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it? 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 concept of the Customer Experience Ecosystem--proof 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, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

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Taal: en

Bindwijze: Hardcover

Oorspronkelijke releasedatum: 28 augustus 2012

Aantal pagina's: 272

Illustraties: Nee

Hoofdauteur: Harley Manning

Tweede Auteur: Kerry Bodine

Co Auteur: Josh Bernoff

Hoofduitgeverij: Cengage Learning, Inc

Editie: 1

Extra groot lettertype: Nee

Product breedte: 159 mm

Product hoogte: 25 mm

Product lengte: 235 mm

Studieboek: Ja

Verpakking breedte: 155 mm

Verpakking hoogte: 26 mm

Verpakking lengte: 224 mm

Verpakkingsgewicht: 751 g

EAN: 9780547913988

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