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.
