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Advance Praise for OUTSIDE IN

Why read Outside In? Because a focus on customer experience and an outside-in perspective are the cornerstones of business success. The strongest client relationships are built on trust, mutual respect, and really listening to each other. Those are the kinds of relationships that can last a lifetime. — Vanguard Chairman and CEO Bill McNabb

This eye-opener gives you a comprehensive, need-to-know look at how smart companies achieve sustainable success in dealing with customers. Hint: It involves the entire organization, not just those on the "front lines." The GPS-like guidance provided here is invaluable. — Steve Forbes, Chairman, Forbes Media

Today's consumer has more information and choices at their fingertips than ever before. The ability to deliver a fast, effective and trustworthy customer experience is often the difference between success and failure. OUTSIDE IN details the tangible disciplines a company can master in order to differentiate itself from the competition through the customer experience. — Kathleen Murphy, President, Personal Investing, Fidelity Investments

Enjoyable, Easy, Meets Needs. This is Manning and Bodine's Customer experience pyramid, listed in order of importance for the customer. Yes, it's hard to make the changes needed to deliver on these promises. But there is a simple first step: read this book. — Don Norman, Nielsen Norman Group, author of Living with Complexity

Manning and Bodine understand that a good customer experience is actually less expensive to provide than a poor one and customers will pay more for a good one than for a bad one. Nothing drives profitability like an excellent customer experience does. — Dan Hesse, CEO, Sprint

I define customer centricity as simply 'the one who pays you money placed at the center of everything you do.' If you buy that definition, then buy this book, for Manning and Bodine provide a blueprint for doing just that. Following its prescriptions will yield enjoyable experiences for your customers by understanding them — from the outside in. — B. Joseph Pine II, co-author, The Experience Economy and Infinite Possibility: Creating Customer Value on the Digital Frontier

Looking forward, healthcare organizations need to make patient experience part of their strategic plans. It's as important as quality and safety. Manning and Bodine show why creating a great experience is important for any organization, and how to drive the change needed to make it a reality. — Delos "Toby" Cosgrove, MD, CEO, Cleveland Clinic

Here at Virgin, our brand is all about a great customer experience. Outside In provides the discipline to turn that thinking into successful business practices. — Paul Sands, Head of Customer Experience Management, Virgin Atlantic Airways

Put this book in your arsenal for educating yourself on customer experience and customer culture. Manning and Bodine translate the hard issues to real world case studies; and help make sense out of this fascinating and baffling work of pushing the customer experience rock up the hill! — Jeanne Bliss, President, CustomerBliss, author, Chief Customer Officer: Getting Past Lip Service to Passionate Action

Outside In provides a wonderful road map for anyone who is beginning their customer experience journey. Through storytelling and case studies, Manning and Bodine lay out a step by step plan for companies and customer experience professionals. And as a more seasoned CxO, I find myself reaching for it again and again for ideas. — Ingrid Lindberg, former Chief Experience Officer, CIGNA

Outside In is a well written documentation of the journey many companies find themselves on as they wrestle with being able to maximize their efforts, returns on investment, and impact of their customer experience efforts. — Lewis (Lou) Carbone, Chief Experience Officer and Founder, Experience Engineering, Inc. and Experience Management Thought Leader, Speaker, Consultant and Author of Clued In: How to Keep Customers Coming Back Again and Again

In Outside In, Manning and Bodine will open your eyes about what the customer experience will do for your bottom line, and ultimately transform your organization. — Bill Albert, Ph.D, Executive Director of Bentley University Design and Usability Center, and author of Measuring the User Experience and Beyond the Usability Lab

As director of a User Experience Graduate program for the past thirteen years, I have been waiting for a book that offers a comprehensive overview of the strategic role the customer experience serves in differentiating products and services in increasingly competitive and evolving markets. The wait is over. Manning and Bodine and the team at Forrester provide a thorough, research-based view of the customer experience movement and guidance for the implementation of this winning strategy. They offer compelling evidence that the competitive battle will be increasingly won or lost by an organization's ability to methodically orchestrate a total customer experience reaching every touch point with the customer. They rightly suggest every industry will benefit from this focus. I am confident that Outside In will become a must read for those wishing to lead their organization's customer experience strategy. — Bill Gribbons, PhD, Human Factors Graduate Program, Bentley University

Having written four books on Customer Experience, I know a good book when I see one. Read this book and take note. Customer Experience has a massive impact on the bottom line. This book outlines great examples of the power of being 'Outside In' rather than 'inside out'. — Colin Shaw, best-selling author, founder & CEO, Beyond Philosophy

The Book From Forrester

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

OUTSIDE IN is the book from Forrester Research analysts Harley Manning and Kerry Bodine.

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