99

Downloaded 1634 times.

* Updated nightly




Share This



Issue 99 - 06 | Rethinking Your Business from the
Outside In

By Harley Manning, Kerry Bodine, & Josh Bernoff Published Oct. 10, 2012 12:00 p.m.

“If you read the pages of the Wall Street Journal you would come to believe that business is about big deals—about multi-billion dollar acquisitions, massive pay packages for executives, macroeconomic forces, stuff like that.

In fact, the secret of success is in the little things. Billions of small decisions. […]

Spend a few moments with this essay, and we’ll show you three things. First, customer experience is central. … Second, customer experience is hard, because it’s not just about your front-line customer-facing employees. … Third, delivering a great customer experience requires discipline—or more accurately, six disciplines that cut across every element of how your company operates.”



Download

About Harley Manning, Kerry Bodine, & Josh Bernoff | Harley Manning launched the customer experience practice at Forrester Research and has led it for 14 years. He is currently a vice president and research director. Kerry Bodine is a vice president and principal analyst at Forrester Research and the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots. Josh Bernoff is a senior vice president of idea development at Forrester Research.

outsidein.forrester.com

Books By This Author, including contributed work

9781422155639
Unleash Your Employees, Energize Your Customers, and Transform Your Business
Hardcover  (9781422155639) 
Published 09/2010  by Harvard Business School Press 
Price: $17.61 to $22.36
9781422161982
Winning in a World Transformed by Social Technologies (Expanded, Revised)
Paperback  (9781422161982) 
Published 05/2011  by Harvard Business School Press 
Price: $11.34 to $14.40
9781422129807
Hardcover  (9781422129807) 
Published 06/2009  by Harvard Business School Press 
Price: $18.00
9780991361007
Engineer Your Business to Win in the Mobile Moment
Hardcover  (9780991361007) 
Published 06/2014  by Groundswell Press 
Price: $12.47
9788492452194
Como Aprovechar los Movimientos Sociales Espontaneos de la Red = Groundswell
Paperback  (9788492452194) 
Published 03/2009  by Empresa Activa 
Price: $19.95
9780547913988
The Power of Putting Customers at the Center of Your Business
Hardcover  (9780547913988) 
Published 08/2012  by New Harvest 
Price: $14.50
Search manifestos:

Recent Popular Manifestos



View all




TWITTER