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May 22, 2012

Customer Experience and Outside In thinking (and our book about it)

Outside in book 3d

by Josh Bernoff

About a year ago I devoted myself to finding the biggest, coolest, most important book we at Forrester could write. We reviewed all the potential choices and then decided we should do a book about customer experience.

Forrester's Customer Experience team has been working for 14 years now on the idea that improving the experience your customers have is the most important thing you can do for the growth and profitability of your business. That turns out to be easy to say, but very hard to implement. Book-worthy, you might say.

Outside In: The Power of Putting Customers at the Center of Your Business is the result of a year's work from Harley Manning, the research director of our Customer Experience team, and Kerry Bodine, a highly creative analyst on that team. I will go out on a limb here and predict it will be one of the most important business books you'll ever read.

We made the unconventional decision to choose Amazon Publishing, the publishing arm of Amazon, as our publisher. In all other respects this is a traditional book -- it went through the same rigorous publishing process and will be available in print and ebook formats, just like any other book. But working with Amazon has worked out well for us.

Even though the book is not officially published until August 28, there are ways you can get on board now. You could:

  • Read Harley and Kerry's posts about it.
  • Sign up to get one sent to you soon -- it's available now for preorder at your favorite online bookstore.
  • Go the Forrester Customer Experience Forum. Not only will you hear Harley and Kerry and some of the world's customer experience leaders, you'll be able to get a free full pre-release copy of the ebook.


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Can't wait for the book, I have to give it to my partner which is a programmer never understand how to satisfy customer.

Hopefully can update us when the book launched.

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