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: Good location in London Disadvantages: Expensive to say the least.
...Express By Holiday inn earls court, London
I made a visit to Holiday inn, in earls court during the middle of July and found this a nice place to stay.
The Hotel had a small sign displayed at the front of the Hotel window advertising rooms from ninety nine Pounds per room per night. Regarding the Hotel's location the nearest tube station is West brompton station which takes around ten...
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: Easy to find, Good location for shows etc Disadvantages: Not so welcoming, Rooms not up to standard
...As me and my partner were off to see a show at the London Indigo o2 Arena we were looking for hotels near the venue. We came across one which is only a 10 minute walk from our designated tube station and the closet one we found to the venue.
Holiday Inn London ? Bugsby Way:
?The Holiday Inn Express London Greenwich hotel is contemporary and was extensively refurbished in 2008. Our...