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Outside In: The Power of Putting Customers at the Center of Your Business
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Outside In: The Power of Putting Customers at the Center of Your Business

3.88  ·  Rating details ·  589 ratings  ·  51 reviews
What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients?

The solution in each case was a focus on customer experience, the most powerfuland misunderstoodelement of corporate
Hardcover, 272 pages
Published August 28th 2012 by New Harvest
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Jul 10, 2013 rated it really liked it
This was a book I read for work, and I have to say it inspired a lot of ideas, which is probably the best metric for a this kind of book. The idea of approaching business from a customer's viewpoint seems obvious, but is fairly novel in the workplace. My company is taking baby steps in this direction, so sitting down and doing some of the thinking about what that mindset entails opens up huge avenues. The book is well set up to pass the message on, detailing the why first, then the hows. Even if ...more
Jun 08, 2014 rated it it was ok
An odd combination of (1) good, energetic writing, (2) a few very interesting models (3) lousy examples. Over and over again, I said "reall? That's an example of creating good service?"
Tim Laukka
Jan 31, 2015 rated it it was amazing  ·  review of another edition
Shelves: business
This was a very good book about the benefits of focusing on and improving the customer experience. I like how Manning goes through the six disciplines of customer experience: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture in a systematic way. He helps you understand that the customer experience must be viewed from a holistic perspective in order to get it right. He includes several relevant examples of how various companies used these disciplines to improve the ...more
Ralf Achtelstetter
Nov 15, 2019 rated it it was amazing
A must read for anybody who takes Customer Experiences seriously.
Great examples and a business book that will not put you to sleep.
Mike Hales
Oct 06, 2018 rated it really liked it  ·  review of another edition

Though this book could do with updating is examples, the base points,ideas and practices are sound and incredibly important regardless of industry. This is the second time I've read this book and rereading it only reminded me that many of the lessons here still haven't been applied let alone see a raft of CCOs being appointed.
Sep 08, 2013 rated it it was amazing
This should be required reading for anyone who cares about customer experience. The book is overflowing with excellent examples of what companies are doing to become more customer centric. In addition, there's fantastic commentary from the authors, along with their insights and best practice recommendations. Great handbook on experience.
Apr 01, 2018 rated it it was amazing
I was surprised at just how much I enjoyed this book on putting the customer first.

The 6 key themes are simple yet quite difficult to master and this book provides some great insights into how to deliver for customers.

Thoroughly recommend this book to those that want to deliver a customer first organisation.
Nov 09, 2018 rated it it was amazing
This is the guide to understanding the power of putting your customers at the center of your business. A must read if you are in a client facing role and wanting to move your career to the next level. Clear examples on where to start if you are a business owner tasked with improving your customer experience and plenty of case studies to draw from.
Joseph Draschil
Feb 18, 2013 rated it really liked it
Fantastic book on customer experience and the necessity for customer centered businesses. This is the first book I recommend to anyone looking to become educated in the customer experience arena.
Grant Cousineau
Aug 27, 2019 rated it it was amazing
The premise seems almost too simple: the only way to survive and thrive in any business is to put customers at the center of your entire business model. But what does that mean? How do you do that differently from the competition? And does it ensure success?

Well, if done properly, it will all but guarantee success. That's the core of this book, but the reason this book is important is because most people don't know what it means to work around your customers. For example, there's a pyramid
Tarun Bajaj
Mar 18, 2017 rated it liked it
Customer experience is customer's perception of their interaction with your company.

According to the book, mediocre customer experience is the norm and hence, it advocates strategic focus on Customer Experience to turn it into a source of competitive advantage to positively impact core business metrics.

The book starts by explaining the customer experience pyramid and describing the customer experience ecosystem and it's significance to establish a context for company wide action to improve the
Sergio Caredda
Putting customers at the center of a business should be almost natural. But through the different journeys provided, you discover ho distant this approach is from many common practices and how deep the change needs to be to enact real customer centric strategies. The ideas presented are simple and well outlined, with many examples. Only issue, as usual with business books that are based on real business examples, is that some of these age pretty fast. But a definite good read.
Oct 11, 2017 rated it really liked it
Good step by step guide on creating a customer experience program for your business/department.

Very dense, but not especially deep. For someone who is a beginner in the realm of CX, it was a great introduction and will be revisited early and often.

This is a great place to start if you're interested in a road map. Would recommend to a friend/colleague!
Dec 15, 2018 rated it really liked it
Aligning your organizations optimized processes from the outside in remains the backbone of CX
Feb 01, 2020 rated it liked it
Nothing really new to be learned in this book, but lots of good reminders that customer experience is King.
Christopher Anderson
High level but a great book to challenge some of your thoughts, strategy and execution of customer experience.
Oct 05, 2017 rated it it was amazing
A good overview of the discipline and great inspiration

It got me answers to many questions as well as made me come up with more questions. Great read! Highly recommended
Kathryn Whitaker
Mar 21, 2017 rated it really liked it
Makes an excellent case for the value of client experience. Full of real case study examples and practical how to's.
المهند السبيعي
Mar 12, 2017 rated it really liked it
This book will help you to understand why CX not being taken seriously by many companies, it will help you as well to establish a proper framework to build a strong Cx practice within any organization ... While I am reading I was able to justify many of challenges which faced me while working under this important function ...
The book is a must-to-read for any CX professionals.
Sep 01, 2014 rated it liked it
Recommends it for: Anyone in business aspiring to management.
Shelves: non-fiction
A difficult read but fascinating. It is fairly obvious that customers are the life blood of almost any business and it is equally obvious that they need looking after but in this day and age how many companies actually do this or are they really regarding their customers as a means to an end in respect of their own bottom line. However, with the proliferation of free or virtually free information technology, they can no longer take this cavalier attitude and get away with it. Customers have ...more
Jay Ehret
Apr 02, 2016 rated it liked it  ·  review of another edition
Shelves: marketing
I received a couple of key insights from this audio book, particularly how to map the customer ecosystem and considering how the 3 Levels of Customer Experience factor into customer experience design. Those two were worth the price alone.

But most of the book is an overview of customer experience management and cheerleading for the role of a Chief Customer Officer in the corporate C-Suite. The book focuses on very large brands and, while not shamelessly, does heavily promote the Forrester CXI.

Fred Zimny
Sep 22, 2012 rated it it was amazing
About the authors

Harley Manning launched the customer experience
practice at Forrester Research and has led it for 14 years. He is currently a
vice president and research director.

Kerry Bodine is a vice president and principal
analyst at Forrester Research and the creative force behind the customer
experience ecosystem, a framework that helps companies diagnose and fix
customer problems at their roots. Josh Bernoff is a senior vice president
of idea development at Forrester Research.

My point of view:
Emma Dent
Mar 10, 2016 rated it it was amazing  ·  review of another edition
Full of pragmatic, logical and practical advice to improve customer experience

This book is full of real life examples to support the theory behind customer experience disciplines. No jargon, just practical advice on how the principles can be applied in any organisation.

I'd recommend is book is read by all executive leaders and anyone pulling their hair out at the challenge of improving customer experience :)
Kent White
Jan 25, 2016 rated it really liked it
I really liked this book. I think it is unusual in the way it captures all the various frameworks and constraints faced by large organizations trying to improve their customer experience. It reads more like a textbook, which is good, since the depth is hard to digest and requires review on a regular basis. This is one book that I will refer to often and I'm glad I bought a hard copy instead of just listening to the audiobook.
Doug Della pietra
Oct 18, 2012 rated it really liked it
The authors do a very effective job in setting the context for the new Age of the Customer -- as of 2010. Outside In presents critical disciplines that every company/organization must incorporate into its DNA if it is become customer-centric. Excellent case studies demonstrated the disciplines at work. I would have rated the book a 5 out of 5 if the authors had provided a platform (reflection questions, tools, etc.) for the reader to apply the book's principles within their business.
May 18, 2013 rated it really liked it
Manning, Bodine, and the entire Forrester organization are thought leaders in the realm of customer experience. This book shows a new level of maturity for the profession. The authors outline a framework any organization can use to take customer experience to the new next level. The book itself is organized and readable, with a good blend of theory and case examples.
Mar 24, 2016 rated it liked it
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.
Andy Thornton
Feb 18, 2015 rated it really liked it
Shelves: non-fiction, strategy
A good introduction to customer-centric business strategy backed up with strong case studies and market evidence (as expected given the authors are from the CX team at Forrester). Includes some benchmark UCD methods though the content is not particularly aimed at UX practitioners.
Nicholas Why
May 21, 2015 rated it really liked it
Best bit of the book to me: Customer Experience is not Customer Service. Saying CE is CS is like saying a safety net is a trapeze act. Yes the net is impt. But when u have to use the net, something is wrong with the show. Brilliantly put.
Dale Roberts
Mar 07, 2016 rated it really liked it
Tackles customer experience not just from the perspective of cx, customers services and marketing professionals but from the ground up and company wide. It covers strategy, understanding the voice of the customer, design, measurement and governance.
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