Outside in

Outside in

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Two research analysts describe how companies can truly understand the real needs of their customers by seeing a business through their eyes and enforcing the concept of a€œcustomer servicea€ through every facet of the company, from finance to legal to marketing.One company that successfully uses formal and informal rewards is Safelite AutoGlass, the largest vehicle-glass repair and replacement service in the United States. Its cultural transformation is a good illustration of just how powerful these anbsp;...

Title:Outside in
Author:Harley Manning, Kerry Bodine, Josh Bernoff
Publisher:Houghton Mifflin Harcourt - 2012


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