Outputs and Outcomes – what is your Poison?

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?

I have just done a 3 minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Then follow these steps….

Step #1 – Get The Book:
Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master®  | https://bit.ly/CPPM21
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021

Step #3 – Get the Software:
Parallel | https://bit.ly/Parallel2021

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Step #6 – New Article – Customer Obsession 
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

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