Harley Manning > Quotes

“This is a promising new source of insight that can supplement survey data but can’t replace it for the foreseeable future. That’s because the tools have a ways to go before they can accurately gauge sentiment about specific customer interactions as precisely and consistently as a survey. You should consider this option when your measurement program matures, but start out with the tried-and-true approach of fielding surveys.”
― Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business

“Figure 2-3: Correlation Between CXi Scores and Loyalty Metrics Here’s how we know this for a fact. When we field the CXi survey, we ask consumers to tell us three things: How willing they are to make another purchase from each company, how likely they are to switch business to a competitor, and how likely they are to recommend each company to a friend. Their answers let us calculate the relationships between customer experience and three of the most common loyalty metrics used in business today: purchase intent, churn, and word of mouth. The relationships”
― Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business

“Are you trying to solve customer experience problems without understanding your customer experience ecosystem? You might as well be air-dropping butterflies into Zion National Park. You’re going to spend a whole lot of money and end up right where you started.”
― Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business

“Customer experience is how your customers perceive their interactions with your company.”
― Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business

“Are you trying to solve customer experience problems without understanding your customer experience ecosystem”
― Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business

“For most companies, customer experience is the single greatest predictor of whether customers will return—or defect to a competitor.”
― Harley Manning, Outside In: The Power of Putting Customers at the Center of Your Business