Outside In by Harley Manning
The Power of Putting Customers at the Center of Your Business
A practical guide to competing on customer experience, it shows how centering decisions on customers drives growth and profitability, and lays out six disciplines—strategy, customer understanding, design, measurement, governance, and culture—to build and sustain that advantage. Drawing on case studies and research, it demonstrates the ROI of improved experiences and provides tools to assess maturity, prioritize fixes, and orchestrate cross-functional change. It emphasizes accountability, aligned incentives, and embedding customer insight into daily operations to create durable, customer-centric organizations.
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- Published
- 2012
- Nationality
- American
- Length
- Medium
- Pages
- 256-272
- Original Language
- English
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