An output is something you produce; an Outcome is a result of what you produce. “I have answered the customer query” is an output, “I have solved the customer problem” is an outcome. Here’s another… “We have made 10 cars today” is an output, “I have sold 10 cars today” is an outcome. As Steve Jobs said in 1997, “You have to start with the Customer Experience (and their successful outcome) and work backwards.”
Unfortunately, most organizations focus on outputs and correspondingly can get really good at doing dumb things. Think of the call center and the major typical KPI of Average Handle Time (AHT). That is an output measure. But what is the actual Outcome achieved from the customer contact? If your primary focus is the AHT, that’s what will drive the behaviors of the people as a priority over everything else; no matter how much you talk of customer-centricity, if you pay them for great AHT, that is what they will focus on.
A model that we use to help us connect the dots is the Customer Performance Landscape.
It is a fantastic tool for creating the linkages between everyone and everything to ensure we are all aligned to Successful Customers and grow shareholder value. You can experience this in our ACX Master program.
Learn more here: https://bit.ly/ACXM2021
Do you want to embrace advanced Customer Centric thinking and become Outside-In?
How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn
Start here and follow these simple steps:
Step #1 – Get The Book: Outside-In The Secret *FREE* | https://bit.ly/OI2021now
Step #2 – Get the Software:
Parallel | http://bit.ly/Parallel2021
Step #3 – Connect With The Community:
Step #4 – Keep Pace with Change:
Recent Interview | http://bit.ly/STInnovation
Step #5 – Recent Article – Customer Obsession:
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN
And for now, review this:
Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined