With customers fueling business, authors Harley Manning and Kerry Bodine emphasize the need to pay attention to customer experience to succeed in the face of a competitive marketplace.
In their book, “Outside In – The Power of Putting Customers at the Center of Your Business,” Manning and Bodine define customer experience as “how your customers perceive their every interaction with your company.” With this concept at the forefront of their message, they guide readers through ways businesses can create a customer-centric corporate culture. Their six disciplines of customer experience – strategy, customer understanding, design, measurement, governance and culture – highlight focus areas for businesses when structuring an approach to enhance customer experience. The book is available on 800 CEO Read for $20.00.
