Outside in: The Power of Putting Customers at the Center of Your Business - Harley Manning
The solution in each case was a focus on customer experience, the most powerful ? and misunderstood ? element of corporate strategy today. Customer experience...... more
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 HolidayInn'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 alread
Advantages: Cheapish, comfortable, clean and new Disadvantages: on a ringroad - but not a problem really
...This was my first ever experience of a Holiday Inn Express Hotel, but having stayed at this hotel recently I am sure I will be using this chain again. I found the Holiday Inn Express Cheltenham to be excellent value for money,very clean, well situated and with all the elements for a peaceful and agreable overnight stay.
The hotel is situated right in the centre of Cheltenham...
Advantages: Very reasonable rates. Modern and comfortable rooms. Well trained and caring staff. Disadvantages: Not many, apart from the toaster I can't think of one.
...us from leaving all the lights on when we leave the room. I like that.
The windows at the far end of the room are spotless and will open for fresh air if you want some ventilation. It is also possible to adjust the heating/air conditioning by using the little control box just outside the bathroom door.
A room with a loo!
All the rooms at the Holiday Inn Express are En...
Advantages: Everything you need for an overnight stay. Disadvantages: None.
...[[[[[[[[ Express by Holiday Inn ]]]]]]]]
Derby DE24 8HX
Tel: +44 (0)1332388000
Fax: +44 (0)1332388038
Cost: 49 pounds per room - this includes continental breakfast.
This is everything you need if you are only after a nice basic room, somewhere to shower, and breakfast. You would be pushed to spend a whole day entertaining yourself in this hotel...