Secrets To Building A Customer-First Brand

Building a customer-first brand relies heavily on the customer experience ecosystem. In Harley Manning and Kerry Bodine’s book Outside In, this is defined as, “a complex set of relationships among a company’s employees, partners, and customers that determine the quality of all customer interactions. It is the single most powerful framework for diagnosing and fixing customer problems in ways that make the fixes stick over time.” 

It’s particularly important to understand that problems in the ecosystem can include customer-facing employees just as much as behind-the-scenes employees and everyday policies, processes, and technology. The trick is figuring out how to manage your business from the outside in — keeping

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