Outside In: The Power of Putting Customers at the Center of Your Business

カスタマー・エクスペリエンスに注目している一冊。 現代のカスタマー・エクスペリエンスは重要な位置を占めながらも、 しばしば戦略の中で見落とされがちだと言われています。 カスタマーがとるサイクルはあなたが提供している 商品・サービスを認知することから始まります。 そして、商品・サービスの評価、購入、使用、サポートと続いていきます。 カスタマーと直接かかわるのは従業員ですが、 著者によればカスタマー・エクスペリエンスの向上を狙うには このサイクルの舞台裏にも注目しなければならないと言っています。 全体的にカスタマー・エクスペリエンスを上げるにはどうすればいいのか、 コストサイドも考慮して論じられている一冊です。

Must read this book for having better exposure about marketing na dcc experience

This book is full of real life examples to support the theory behind customer experience disciplines. No jargon, just practical advice on how the principles can be applied in any organisation. I'd recommend is book is read by all executive leaders and anyone pulling their hair out at the challenge of improving customer experience :)

Right? Wrong. You are just one customer out of many your company has, hence thinking that you know what your customer wants is an inside - out approach. And knowing what your customer wants - is the preferred - outside in approach. It's not one practice, it's six as suggested by the authors. The book explores many examples, bjt also gives very simple guidelines to follow, step by step, to implement outside in approach to customer centricity. It's a brilliant book. So, what did I take from this book to myself? You have to be able to very clearly answer a simple question: how do you know if your customer is happy and satsified with what you do. If can't answer that - whatever you do, most probably does not bring the best possible value.

Great read, easy to understand... fantastic case studies in each chapter which illustrates the key points/topics raised. A must read for anyone who is starting their CX journey

An excellent book to read on CX.