Successful Customer Outcomes

What we learned from the Customer

Steve Towers

If I had asked them what they wanted they would have said faster horses

Henry Ford – the Model T

successful: \suhk-ses-fuhl\ adj. 1. achieving or having achieved

success. 2. having attained wealth,

position, honors, or the like.3. resulting in or attended with

success.

customer outcome: \kuhs-tuh-mer out-kuhm \ n.

1. a person or business who purchases goods or services from another; buyer; patron.

2. a final product or end result; consequence

Life in the fast lane:In an increasingly fast paced world our processes need to make customers lives simpler, easier and more successful

Keeping up with the competition:It’s getting harder to innovate, produce new ideas and communicate at this pace

What about changing the way we work?

This can be overwhelming for many people and their organizations because the processes and systems in place are complex, expensive and constrain our agility… they were built for a different era

Rethink what we are trying to achieve

Alignment for customer success wins the triple crown – we reduce costs, improve revenue and enhance service simultaneously

How can Successful Customer Outcomes (SCOs) help?

By focusing our attention on what we are trying to achieve on behalf of the customer and explicitly linking everything, everywhere all the time to delivering SCO’s

Adopting an Outside-In toolkit helps people rethink the way work is done

We turn our attention progressively towards ‘doing the right thing, rather than just doing things right’

Moments of Truth | Points of Failure

Breakpoints | Causes of Work

Business Rules | SCO mapping

How can Successful Customer Outcomes (SCOs) help?

By focusing our attention on what we are trying to achieve on behalf of the customer and explicitly linking everything, everywhere all the time to delivering SCO’s

Customer Expectation Management Method (CEMM)

the means to transform and engineer processes, people, systems and strategy to achieve SCOs

By focusing our attention on Successful Customer Outcomes and progressively

aligning to that objective we build agility,

flexibility and competitiveness.Our people are freed from red tape, our

systems contribute and reduce complexity, our strategy is simplified and

the customer comes back for more.

So who are the pioneers pursuing Outside-in thinking and SCOs?

Crossing the bridge from inside-out, functional and rigid to agile, innovative and customer centric….

200+ companies worldwide, employing 48 500people, an annual Virgin Group turnover of US $20.4bn

In summary

We don’t need new horizons

We just need to open our eyes wider and see things anew

bpgroup.org

Steve Towerssteve.towers@bpgroup.orghttp://twitter.com/stowers

www.bpgroup.orgwww.towersassociates.com

Successful Customer Outcomes

What we learned from the Customer

Steve Towers