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Outside In
- The Power of Putting Customers at the Center of Your Business
- Narrated by: Mel Foster
- Length: 7 hrs and 35 mins
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Publisher's summary
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 22 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 14 years of research by the customer experience leaders at Forrester Research, Outside In offers a complete road map to attaining the experience advantage. It starts with the framework of the customer experience ecosystem, which reveals 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 with the policies, processes, and technologies that your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.
Outside In will teach you how to master the six disciplines of customer experience: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture. You’ll see how Holiday Inn’s customer experience strategy led to a complete redesign of its lobbies and restaurants and how American Express reinvented its service culture, earning loyalty by providing a better experience. You’ll discover how Boeing redesigned the way it delivers information to match the needs of distinct customer types. And you’ll learn how Barclaycard U.S. assigns every major element of customer experience to a senior executive with the power to bulldoze internal roadblocks and solve customer problems that inhibit growth. Your gut already tells you that customer experience is the key to business success. Now you can prove it. And with the rigorous, battle-tested tools in this audiobook, you can tap the transformative power of managing from the outside in.
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Courtney and Carter Reum have years of experience in the field, from investing in over 130 companies, including Lyft, Pinterest, Warby Parker, and ClassPass, to driving the success of their own liquor brand, VEEV Spirits. The Reum brothers have learned from every triumph and tribulation and over the years have developed an effective and easy-to-understand guide to help entrepreneurs through the startup journey from inception to sale.
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A must read for start ups
- By Dave on 02-09-18
By: Carter Reum, and others
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The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- By: Joseph A. Michelli
- Narrated by: Joseph A. Michelli, Tom Parks
- Length: 8 hrs and 32 mins
- Unabridged
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The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
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Brand propaganda
- By MR A G ADELAAR on 05-22-15
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Jobs to Be Done
- A Roadmap for Customer-Centered Innovation
- By: Stephen Wunker, David Farber, Jessica Wattman
- Narrated by: Tim Andres Pabon
- Length: 4 hrs and 52 mins
- Unabridged
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Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.
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YouTube talks are better.
- By BizTech Readings on 12-27-16
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Solving Problems with Design Thinking
- Ten Stories of What Works
- By: Jeanne Liedtka, Andrew King, Kevin Bennett
- Narrated by: Dina Pearlman
- Length: 7 hrs and 19 mins
- Unabridged
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Design-oriented firms such as Apple and IDEO have demonstrated how design thinking can directly affect business results. Yet most managers lack a real sense of how to put this new approach to use for issues other than product development and sales growth. Solving Problems with Design Thinking details 10 real-world examples of managers who successfully applied design methods at 3M, Toyota, IBM, Intuit, and SAP; entrepreneurial start-ups such as MeYou Health; and government and social sector organizations.
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Excellent book for design thinkers
- By Amazon Customer on 11-16-16
By: Jeanne Liedtka, and others
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The High-Potential Leader
- How to Grow Fast, Take on New Responsibilities, and Make an Impact
- By: Ram Charan, Geri Willigan
- Narrated by: Bob Reed
- Length: 5 hrs and 48 mins
- Unabridged
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Companies need high potential leaders (Hi-Pos) more than ever before to help them adapt to today's tumultuous, digitally-driven business environment. If you meet the Hi-Po criteria, you're in high demand - and this book explains how to fast-track yourself.
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Good book for people wanting to climb the corporate ladder and for executives to accelerate high - potential leaders
- By Niel on 06-23-19
By: Ram Charan, and others
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Who Says Elephants Can't Dance?
- Inside IBM's Historic Turnaround
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- Narrated by: Edward Herrmann
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Performance
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Story
In 1990, IBM had its most profitable year ever. By 1993, the company was on a watch list for extinction, victimized by its own lumbering size, an insular corporate culture, and the PC era IBM had itself helped invent.
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Moderate Start, Picks up FAST!
- By Art H on 02-08-05
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Think Like Amazon
- 50 1/2 Ideas to Become a Digital Leader
- By: John Rossman
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- Length: 9 hrs and 10 mins
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“What would Jeff do?” Since leaving Amazon to advise start-ups and corporations, John Rossman has been asked this question countless times by executives who want to know “the secret” behind Amazon’s historic success. In this step-by-step guide, he provides 50½ answers drawn from his experience as an Amazon executive - and shows today’s business leaders how to think like Amazon, strategize like Bezos, and beat the competition like nobody’s business.
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A must read if you really want to innovate like Amazon
- By Npino on 05-19-19
By: John Rossman
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The Science of Growth
- How Facebook Beat Friendster - and How Nine Other Startups Left the Rest in the Dust
- By: Sean Ammirati, Richard Florida - foreword
- Narrated by: Fajer Al-Kaisi
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- Unabridged
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Performance
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The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure.
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Awesome book
- By Josh on 04-29-16
By: Sean Ammirati, and others
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Winning with Data
- Transform Your Culture, Empower Your People, and Shape the Future
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Winning with Data explores the cultural changes big data brings to business, and shows you how to adapt your organization to leverage data to maximum effect. Authors Tomasz Tunguz and Frank Bien draw on extensive background in big data, business intelligence, and business strategy to provide a blueprint for companies looking to move head-on into the data wave. Instrumentation is discussed in detail, but the core of the change is in the culture.
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Content marketing
- By Adam Winn on 12-22-16
By: Tomasz Tunguz, and others
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Company of One
- Why Staying Small Is the Next Big Thing for Business
- By: Paul Jarvis
- Narrated by: Paul Jarvis
- Length: 7 hrs and 32 mins
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Paul Jarvis left the corporate world when he realized that working in a high-pressure, high profile world was not his idea of success. In Company of One, Jarvis explains how you can find the right pathway to do the same, including planning how to set up your shop, determining your desired revenues, dealing with unexpected crises, keeping your key clients happy, and of course, doing all of this on your own. Company of One is a refreshingly new approach centered on staying small and avoiding growth, for any size business.
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Starts out strong...
- By Oliver Nielsen on 05-02-20
By: Paul Jarvis
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The Amazon Way on IoT
- 10 Principles for Every Leader from the World's Leading Internet of Things Strategies
- By: John Rossman
- Narrated by: Christopher Lane
- Length: 5 hrs and 13 mins
- Unabridged
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Performance
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Story
The Amazon Way on IoT is for the leader who wants to understand how the Internet of things is transforming business and society. Listeners will discover business cases, key concepts, technologies and tools to help develop, explain and execute their own IoT approach through understanding Amazon's and other leading companies sophisticated IoT technologies and strategies.
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Very insightful, but quite boring
- By Riaan on 02-21-17
By: John Rossman
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Snap Selling
- Speed Up Sales and Win More Business with Today's Frazzled Customers
- By: Jill Konrath
- Narrated by: Jill Konrath
- Length: 6 hrs and 15 mins
- Unabridged
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Selling is tougher than ever before. Potential customers are under extreme pressure to do more with less money, less time, and fewer resources, and they're wary of anyone who tries to get them to buy or change anything. Under such extreme conditions, yesterday's sales strategies no longer work. Sales strategist Jill Konrath tells you how to overcome obstacles, get more appointments, speed up decisions, and win sales with today's short-fused, frazzled customers.
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OK sales book with some good take aways
- By Glenn on 05-22-11
By: Jill Konrath
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Design a Better Business
- New Tools, Skills, and Mindset for Strategy and Innovation
- By: Patrick van der Pijl, Lisa Kay Solomon, Justin Lokitz
- Narrated by: Fleet Cooper
- Length: 6 hrs and 29 mins
- Unabridged
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Story
This book stitches together a complete design journey from beginning to end in a way that you've likely never seen before, guiding listeners (you) step-by-step in a practical way from the initial spark of an idea all the way to scaling it into a better business. Design a Better Business includes a comprehensive set of tools (over 20 total!) and skills that will help you harness opportunity from uncertainty by building the right team(s) and balancing your point of view against new findings from the outside world.
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Good for people who don't have an experience with Agile and Lean Startup
- By Jovan Vidic on 08-26-17
By: Patrick van der Pijl, and others
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What listeners say about Outside In
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- JJ
- 12-21-22
Still very relevant & useful
I am looking to learn about CX in b2b for XaaS, but this coming from UX, this was a great starting point.
Some of the examples and tools are dated, but the concepts are all still very relevant & useful. I think it’d be useful to have the physical copy along with the audible version (which I ordered) for the visualizations described.
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- stretch983
- 04-10-16
Great information but dry presentation
Is there anything you would change about this book?
The content was excellent, but the writing and speaker were a little stiff and dry.
What did you like best about this story?
The information and research was very helpful.
What aspect of Mel Foster’s performance would you have changed?
His tone was a little dull. He wasn't bad, but I think he could've been livelier and more engaging.
Who do you think would benefit most from listening to Outside In?
I think business professionals and corporate leaders would benefit most in order to better serve their customers.
Any additional comments?
This book provides a lot of great content, including case studies and research. It's very detailed and helps business leaders understand the importance of the customer experience and how to enhance the customer experience. While the content is good, the presentation is a little dry. But this should not deter you from digging into the book's vitally important information.
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- Jenny Shaw
- 02-08-15
Great content!
This book has very useful information delivered in a disappointing robotic manner. I'm going to look into the other recommended resources!
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1 person found this helpful
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- Abdullah
- 03-17-20
CX from start to finish
Great book with wonderful insights for anyone in, or joining, the CX industry. Highly recommended.
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- Martin
- 02-17-21
Still highly relevant
I highly recommend the book and the CX principles it covers. Even though the book is almost a decade old, it's message is still highly relevant as most companies still offer poor CX.
We use "Milkymap" to map our Customer Journeys, and highly recommend it as a companion to this book!
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- Kindle Customer
- 01-03-20
an amazing book for an umbrella perspective on CX
This book is SO SO incredibly useful. While it does not provide hard details, on how exactly to execute each of the activities in Customer Experience, if for sure delivers an amazing overview!
What I value about this book the most, is that I can use it as a strategy for our CX! It's making me confident in the expectations I want/need to set for the colleagues at my company.
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- A. Whitt
- 06-15-24
Story Telling is great
This book was easy to follow along and to grasp ambiguous concepts. Thank you for the real world examples.
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- Carrie Harris
- 11-17-18
cjharris
if your business has customers and back office process problems...you need to read this book!
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- Trent
- 10-03-12
101 Customer Experience Management
Would you try another book from Harley Manning and Kerry Bodine and/or Mel Foster?
Not likely
Would you recommend Outside In to your friends? Why or why not?
As a starter for customer experience it provides a good context but there is little groundbreaking thought leadership
Did Mel Foster do a good job differentiating all the characters? How?
It is a text book - delivery was fine
What did you take away from Outside In that you can apply to your work?
To an extent - more re-enforcement than new learnings
Any additional comments?
Good intro but fairly basic CEM book
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- Disney World with Kids
- 07-27-23
It’s a tedious struggle…
I’m only a quarter way through, but felt compelled to write a review, albeit, prematurely. Perhaps this book reads better in physical form, but I am having a very difficult time listening to the narrator. I have no doubt he is talented and suited for other content, but so far this experience is akin to listening to hours upon hours of infomercials or safety announcements with the same cadence over…and over…and over again. While traveling, I am finding myself debating between continuing to listen to this audiobook or the drone of this commercial airplane.
It isn’t helpful that the content also feels poorly organized and disjointed. Anecdotes and stories move quickly from one to the next with little connection of unpacking of each. I have read several CX books recently, with the most recent being difficult to put down.
I highly recommend considering a different voice over artist with a more appropriate style and engaging tone to reread the audiobook. If I’m mapping out my customer journey I’m struggling with the “Use” phase and wishing for a “Fix”.
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