Download Chapters One & Two

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Outside In: Chapters 1 & 2

How did Fidelity find the simple innovation that generated billions in new investments?

What helped Mayo Clinic uncover the insights to better serve both doctors and patients?

How did Office Depot beat the problem that blocked its growth potential?

All these organizations focused 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. Your gut already tells you that it’s the key to business success. Now you can prove it. And with the rigorous, battle-tested tools in Outside In, you can tap the transformative power of managing from the outside in.

Here’s proof that it works: Over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22%.

Download the first two chapters of Outside In now!

Outside-In: Chapters 1 & 2 pages

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