Auteur:
Harley Manning
Kerry Bodine
Co-auteur:
Josh Bernoff
- Engels
- Hardcover
- 9780547913988
- 28 augustus 2012
- 272 pagina's
Samenvatting
What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients? The solution in each case was a focus on customer experience, the most powerful--and misunderstood--element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It's a fundamental business driver. Here's proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent. 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. But how to excel at it? Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem--proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.
Productspecificaties
Wij vonden geen specificaties voor jouw zoekopdracht '{SEARCH}'.
Inhoud
- Taal
- en
- Bindwijze
- Hardcover
- Oorspronkelijke releasedatum
- 28 augustus 2012
- Aantal pagina's
- 272
- Illustraties
- Nee
Betrokkenen
- Hoofdauteur
- Harley Manning
- Tweede Auteur
- Kerry Bodine
- Co Auteur
- Josh Bernoff
- Hoofduitgeverij
- Cengage Learning, Inc
Overige kenmerken
- Editie
- 1
- Extra groot lettertype
- Nee
- Gewicht
- 459 g
- Product breedte
- 159 mm
- Product hoogte
- 25 mm
- Product lengte
- 235 mm
- Studieboek
- Ja
- Verpakking breedte
- 161 mm
- Verpakking hoogte
- 29 mm
- Verpakking lengte
- 239 mm
EAN
- EAN
- 9780547913988
Je vindt dit artikel in
- Categorieën
- Taal
- Engels
- Boek, ebook of luisterboek?
- Boek
- Studieboek of algemeen
- Studieboeken
- Select-bezorgopties
- Vandaag Bezorgd, Vandaag Ophalen, Avondbezorging, Zondagbezorging, Gratis verzending
Bindwijze: Hardcover
28
49
Verkoop door bol.com
- Prijs inclusief verzendkosten, verstuurd door bol.com
- Ophalen bij een bol.com afhaalpunt mogelijk
- 30 dagen bedenktijd en gratis retourneren
- Dag en nacht klantenservice
Bezorgopties
- Vandaag nog in huis (bestel ma-vr voor 12:00, bezorging tussen 17:00 en 22:00)
- Doordeweeks ook ’s avonds in huis
- Ook zondag in huis (bestel voor za 23:59)
Shop dit artikel
