Harley Manning

This is the guide to understanding the power of putting your customers at the center of your business. A must read if you are in a client facing role and wanting to move your career to the next level. Clear examples on where to start if you are a business owner tasked with improving your customer experience and plenty of case studies to draw from.

Putting customers at the center of a business should be almost natural. But through the different journeys provided, you discover ho distant this approach is from many common practices and how deep the change needs to be to enact real customer centric strategies. The ideas presented are simple and well outlined, with many examples. Only issue, as usual with business books that are based on real business examples, is that some of these age pretty fast. But a definite good read.

Manning, Bodine, and the entire Forrester organization are thought leaders in the realm of customer experience. This book shows a new level of maturity for the profession. The authors outline a framework any organization can use to take customer experience to the new next level. The book itself is organized and readable, with a good blend of theory and case examples.