23,99 €
inkl. MwSt.
Versandfertig in über 4 Wochen
12 °P sammeln
Andere Kunden interessierten sich auch für
![Raving Fans]( "Raving Fans")
Raving Fans22,99 €![The Million Dollar Greeting]( "The Million Dollar Greeting")
The Million Dollar Greeting21,99 €![Creative Cost-Benefits Reinvention]( "Creative Cost-Benefits Reinvention")
Creative Cost-Benefits Reinvention60,99 €![Building the Value Machine: Transforming Your Business Through Collaborative Customer Partnerships]( "Building the Value Machine: Transforming Your Business Through Collaborative Customer Partnerships")
Building the Value Machine: Transforming Your Business Through Collaborative Customer Partnerships51,99 €![Decomplify]( "Decomplify")
Decomplify23,99 €![Indispensable: Build and Lead a Company Customers Can't Live Without]( "Indispensable: Build and Lead a Company Customers Can't Live Without")
Indispensable: Build and Lead a Company Customers Can't Live Without24,99 €![Ninja Innovation]( "Ninja Innovation")
Ninja Innovation22,99 €
For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
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.
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.