Harley Manning



Average rating: 3.87 · 515 ratings · 47 reviews · 1 distinct workSimilar authors
Outside In: The Power of Pu...

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3.87 avg rating — 515 ratings — published 2012 — 13 editions
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“This is a promising new source of insight that can supplement survey data but can’t replace it for the foreseeable future. That’s because the tools have a ways to go before they can accurately gauge sentiment about specific customer interactions as precisely and consistently as a survey. You should consider this option when your measurement program matures, but start out with the tried-and-true approach of fielding surveys.”
Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business

“Customer experience is how your customers perceive their interactions with your company.”
Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business

“Figure 2-3: Correlation Between CXi Scores and Loyalty Metrics Here’s how we know this for a fact. When we field the CXi survey, we ask consumers to tell us three things: How willing they are to make another purchase from each company, how likely they are to switch business to a competitor, and how likely they are to recommend each company to a friend. Their answers let us calculate the relationships between customer experience and three of the most common loyalty metrics used in business today: purchase intent, churn, and word of mouth. The relationships”
Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business



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