The 6 Disciplines of Customer Experience

Outside In: The Power of Putting Customers at the Center of Your Business A Complete Roadmap to Attaining the Customer Experience Advantage Customer experience is how your customers perceive their every interaction with your company. It’s a fundamental business driver. 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 fourteen years of research by the customer experience leaders The 6 Disciplines of Customer Experience starts with the concept of the Customer Experience Ecosystem – proof 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 and programmers, as well as the policies and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs. Harley Manning founded Forrester’s Customer Experience Research Practice when he joined the firm in 1998. Kerry Bodine is vice president and principal analyst, Forrester’s Customer Experience Research Practice. “CIOs who want to travel down that path [of success] but need a bit of guidance should look at The 6 Disciplines of Customer Experience.” —THE WALL STREET JOURNAL “This eye-opener gives you a comprehensive, need-to-know look at how smart companies achieve sustainable success in dealing with customers.” —STEVE FORBES, Chairman and Editor-in-Chief, Forbes