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on 16 January 2017
This is a really enjoyable, well researched and insightful book. The content is split into three parts.

PART 1 describes what customer experience means, the value of it and how it is related to the revenue in your company brings in, and the complex sort of relationships among a company’s employees, partners and customers that determines the quality of all customer relations.

PART 2 is about the six disciplines of customer experience: strategy, customer understanding, design, measurement, governance, and culture. Mastering these will give your company a competitive advantage that will set you apart from your competitors.

PART 3 takes you through the steps you need to take to deliver a great customer experience and the order to take them in, the role of a dedicated customer services officer, and how customer experience will determine which companies will succeed in the future.

Dedicating yourself to improving your customers experience is one of the smartest and most profitable things that you can ever do. Your customers are those people whose satisfaction determines the success of your organization and career and so I highly recommend this book to everyone who contributes, directly or indirectly, to giving the customer a brilliant experience.
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Format: Hardcover|Vine Customer Review of Free Product( What's this? )
I am a serial entrepreneur, a University lecturer in Russia, Italy and the USA in Business Economics and International Law and am an international business and peak performance consultant. As such, I have read a plethora of business, motivational, peak performance, coaching, team building psychology type of books over 22 years. In fact I have enough books at home, on these subjects, to sink several ships. I therefore have read many books looking at what makes great business ideas and how to incorporate them into business practice.

This book puts forward a simple premise, focus on the customer experience to gain more and more market share, investment, profits etc. The book takes you through a large amount of research, gathered over 14 years, that shows the businesses that focuses on this key "business driver" can increase sales exponentially. The book offers the reader a complete roadmap to attaining the desired "customer experience" outcomes and understand the complexities of the customer experience.

So that is what the book promises, but is it effective in what it promises? There is no doubt that the book is very well researched and written. The thesis put forward is a very credible and one that I try and indoctrinate into my consulting clients. I always try and make sure every business owner I teach understands the importance of the customer experience. The problem I have experienced in trying to teach this, is that a lot of business owners get the basic idea, but their perception of the experience versus the actual experience, can be very different. This book looks at this key problem and offers practical steps a business owner can take, so as to understand the real customers perception. Only by understanding this perception can a business develop a greater experience for the customer. For me, the book covers virtually every aspect of how to understand and then enhance the customer experience and I can only recommend it, if you too want to put customers first.

This is a very good book, that is well written and should if enacted upon, help any business to enhance the customer experience, in virtually any business. This book puts forward a valid theory and puts forward practical solutions so as to enact what should be a fabulous experience for each and every customer of your business.

Highly Recommended.
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VINE VOICEon 11 September 2013
Format: Hardcover|Vine Customer Review of Free Product( What's this? )
I love the terminology and metaphors used by business authors (e.g. "The Customer Experience Ecosystem"). Whether it is appropriate is another matter. That aside this is a lucidly written book, although this clarity comes at a price (the blurring of boundaries between fiction and non-fiction). But is it meaningful? Does it have depth? Basically the answer to these questions is a resounding 'no'. There is nothing new here and ultimately the central premise of putting the customer first is well trodden turf. It depresses me that another reviewer describes the book as "seminal" because that is simply not the case. Yes its a useful summary but as already stated there's nothing new here. Overall, its run of the mill stuff.
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Format: Hardcover|Vine Customer Review of Free Product( What's this? )
Forrester is a customer research organisation which makes headlines every so often when it rates the user experiences for well-known technology companies such as Microsoft and Apple. Behind the scenes its main business is advising companies on how to become customer-centric. This book, Outside in, is the fruit of 14 years of research among global and US businesses. It is highly detailed, very well supported by primary research and by carefully analysed case studies, and offers crucial insights for good brands that intend to become great.

This is by no means a light read, and it's likely to need second translation by business analysts before it can be applied directly to improvements at a particular company. Almost any small or medium business can make use of the overall thrust of the book, but the kind of structured re-alignment programmes which the author recommends will be challenging even for major enterprises to implement.

This is by no means a criticism. If great customer service were easy, everyone would be doing it. As the book points out, even customer service brand leaders, such as Virgin Media, recognise that they are on a journey towards being fully customer-centric rather than actually having arrived.

In a tough economic climate, increased customer focus may seem like an unaffordable luxury. However, as the authors demonstrate very cogently, in a socially connected world, a dissatisfied customer will Tweet in frustration even while a company works as fast as it can to resolve the problem.

It took me a while to get into this book which at first looked strong on the research side but weak on the practical side. As I delved deeper I saw that authors Harley Manning and Kerry Bodine had a great deal of insights to share, and the disciplines of customer focus which they offer are practical and achievable -- albeit requiring a major investment of corporate will.
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on 9 March 2013
Format: Hardcover|Vine Customer Review of Free Product( What's this? )
This book aims from outset to take a 'holisitic' view of the product sale/service provision business process which is on the surface admirable and makes a reasonable enough stab at it.

Like so many 'business guru' tomes these days though, it tries to mix the current liberal capitalist obsession with legitmising its practises by offering a 'scientific' basis for it's method of value creation and personal profit, with more touchy feely almost esoteric observations about meeting customer needs and the ease of enjoyment they have in consuming your product/service. This unfortunately though often sounds a little hollow and more like weekend retreat group think seminar material, than what is actually practical [and practised] in the increasingly fragile world of 21st century western business.

The core tenet of this book is 'put the customer first.' It's as simple as that, and to be honest, like me, you may well quite rightly say 'so what's new?' Are our business models and the managers implimenting them so out of touch with the reality of enterprise now, that they need reminding of this? Perhaps. And perhaps it really is a message that needs hammering home again. This has been made all the more clear in the UK and Europe, where horsemeat has recently been discovered as being used as a beef substitute for years in many processed food products, without of course letting the customer in on this little ruse. And why? So prices can be maintained, profit margins squeezed upwards and shareholders/CEO bonuses kept sweet. The customer came at the bottom of the list of people who needed to be kept well informed and looked after in the process, and this I imagine, is currently happening across the board in our economy.

So books like this ring with a decidedly hollow 'do as I say not as I do' ethos. It's well enough written, accessible, lively in that 'I'm a gold-plated PowerPoint presentation' way, short and to the point and it may serve it's purpose as a pep talk exceedingly well, but relevant and affecting? Perhaps not.
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VINE VOICEon 31 December 2012
Format: Hardcover|Vine Customer Review of Free Product( What's this? )
This book does not beat about the bush. It hits the nail on its head. I can relate with most aspects of the book, the various case studies in customer experience. You may even think that you are great at customer experience but after reading this book, you may reconsider. Some things in customer exprience are easy to see, others are less tangible, somewhat subtle! Just within the first pages, I could see in retrospect that I haven't been great in customer experience myself, and luck for me, I still have the affected customers, so I hope to make amends. Actually it's not always what you have done, as this book will show you that it is also what you have not done.

I see many large organisations just do not seem to focus on customer experience. Most of the time, I have purchased services or products from particular companies, even though some competitors offered similar items at a cheaper price. Factoring in the posibility that I will encounter problems I go with the companies I know will make my life easy whether or not I have problems.

This book is a must read if you ever sell anything, this includes your skills as an employee.It is all about being great with your customers (the sales just follows). You can also check out:
Strategic IQ: Creating Smarter Corporations
What Matters Now: How to Win in a World of Relentless Change, Ferocious Competition, and Unstoppable Innovation
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on 24 November 2013
Useful concepts gleaned already and I'm only a quarter of the way through. As a Dr, I didn't think I was in the customer satisfaction industry, but patient/customer experience is becoming an ever increasingly important viewpoint.
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on 21 November 2013
Format: Hardcover|Vine Customer Review of Free Product( What's this? )
As others have said, a book whose theme is "put the customer first" is never going to win any prizes for revolutionary thinking. Whilst it's easy to criticise the message as trite, businesses do occasionally lose sight of the important things in their rush for innovation and change. I found the book well written and containing decent case studies, even if the content itself is likely to be reminder or common sense for most businesses.
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VINE VOICEon 16 September 2013
Format: Hardcover|Vine Customer Review of Free Product( What's this? )
I've been reading a lot of business books lately including this one. I think it's easy to forget about the customer experience so I was interested to see what this book was all about. Unfortunately I haven't got very far into it due to not enough reading time at the moment but what I've read so far has been mildy interesting. I do find myself picking up other books in my limited time. More later 3/5 so far
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on 10 March 2016
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 :)
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