The Book

Book_Outside_In“Competitive barriers of the past—manufacturing strength, distribution power, information mastery—can’t save companies today. One by one, each of these corporate investments have been commoditized.”

“Customer experience correlates to loyalty.”

“…finding people whose values and personalities match your target culture is often easier than changing the underlying beliefs of current employees.”

Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver…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.

The Authors


Author’s tweets @hmanning & @kerrybodine

The Author’s Blogs

http://outsidein.forrester.com

  • No items found in feed URL: http://blogs.forrester.com/kerry_bodine. You requested 6 items.
  • powered by RSS Just Better 1.4 plugin