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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.”


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.


Books By This Author, including contributed work

Hardcover  (9781422129807) 
Published 06/2009  by Harvard Business School Press 
Price: $18.00
Como Aprovechar los Movimientos Sociales Espontaneos de la Red = Groundswell
Paperback  (9788492452194) 
Published 03/2009  by Empresa Activa 
Price: $19.95
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
Engineer Your Business to Win in the Mobile Moment
Hardcover  (9780991361007) 
Published 06/2014  by Groundswell Press 
Price: $12.47
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
The Power of Putting Customers at the Center of Your Business
Hardcover  (9780547913988) 
Published 08/2012  by New Harvest 
Price: $14.50
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