successful customer outcomes 2013
DESCRIPTION
A short update around the Successful Customer Outcomes successesTRANSCRIPT
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
Successful Customer Outcomes
What we learned from the Customer
Steve Towers