It’s been an honour and privilege to participate and attend the ACX-M course, It was an eye-opener and quite a revelation for me, I became conscious of these important concepts and aspects of customer experience, Thank you for showing us the way. Product Specialist at Laerdal Medical, India
Thank you Steve for the high quality & insightful training you delivered Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍 Muath Al-Azzam, Principal Services & Operations Specialist at Dubai Municipality
I have to say, every day since I left Denver, I have been able to apply some bit of learning that I got during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you’ve done to advance the field of customer experience! Brett Gill, United States
Thank you Steve for another enlightening and engaging course that just keeps challenging the way we do things® Edwin De Lange, South Africa
Thanks again for four great and inspiring days. Christian Becker, Germany
It’s been great training with lots of new tools that we will be able to implement soon I hope. Super interesting information, I am looking forward to reading your book as well. I really appreciated your energy and enthusiasm throughout the training. Silvia Fernandez Calvo, Spain
Let me take this opportunity to thank Mr. Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏 Benignus Otmar, Tanzania
Thank you, the experience was enlightening, empowering, educating, encouraging, and engaging. Natasha Doren, South Africa
Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable. Reem Elsadig, Sudan
Thanks, Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and the time to respond to all our questions! God bless you, thanks a lot! Yanese Angeles, Dominican Republic
You started me out on this journey my friend. Thanks for letting me live out my passion! Molly Redenbaugh, Iowa, United States
Thank you! It’s been an amazing journey and you have been a great mentor. It was an honor taking your class, I am now a confident CPP Master🙏🏾 Masele Masudi Msita, Tanzania
Thank you Steve for your high-quality wonderful Master. I thought the course was brilliant. Thank you for everything. Ashraf Mohamed, Philadelphia, USA
Thanks again, Steve. Not only have you been a fantastic mentor to me but you have taught me how to mentor others. Thanks for being so supportive and getting me through. Chandan Chhabra, Delhi, India
Another fantastic learning, personal and professional development experience with you! Lyall Shapiro, Australia
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
Introduction and Background The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.
The survey contributors are senior people Accredited in Customer Experience for a minimum of two year and the questions asked through 2020 and 2021 (during the pandemic).
Contributors identified 50+ challenges and from these, we distilled them down to five with subsequent deeper dives to explore how people were meeting and overcoming the challenges.
Over the next six weeks, we will review each of the main challenges and the emergent Next Practices to overcome.
Last week we reviewed the 4th of the five main CX Challenges -Metrics Are Just Not Good Enough (link). This week, in the final segment, we asked the question “Are CX Communicatons working well?”
The BP Groups 30th Annual Survey focused specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.
The Five CX Challenges (and Next Practices)
This week we ask the question “Are Your CX Communications working well?”
Here is the Video from the recent webinar:
Summary of Customer Experience Metrics Are Just Not Good Enough
Last week we reviewed the third of the five main CX Challenges -Mindsets Are Getting In Way (link).
The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.
We have now reviewed 3 of the 5 challenges, let’s see how industrial era metrics prevent a customer-centric evolution
The Five CX Challenges (and Next Practices)
This week we ask the question “Is Your CX Measurement system working well?”
Here is the 12 minute Video from the recent webinar:
Summary of Customer Experience Metrics Are Just Not Good Enough
You may have seen the recent posts discussing the difference between inside-out (industrial era) and Outside-In (Customer Age) thinking and practice. At the heart of the difference is the contrast between Outputs and Outcomes.
In the Industrial Age Outputs were king in the form of cars made, factories built, pizzas delivered, and so on. It was simply good enough to improve efficiency and productivity to deliver success. Not so in the Customer Age where Outcomes delivered has become the thing.
It really has become a differentiator between those who are succeeding, despite the pandemic, and those who are struggling.
Since I wrote the book ‘Outside-In The Secret’ in 2010 I have had so many conversations at all levels in global companies describing the huge difference in this mindset of delivering successful business and customer outcomes in contrast to old industrial age outputs.
Unfortunately people who should know better are still confused. In this article we will:
Define the seismic difference between Outputs and Outcomes
Provide recent examples
Share useful resources
Let’s start with definitions:
An Output is what we produce, what we make. Say a completed car.
A Business Outcome is a result of what we make. In the car example, it would be Revenue.
But wait, in the Customer Age there’s more…
A Customer Outcome is what we deliver for the Customer. For the new purchase, it could be Joy at buying the nice bright shiny new car.
The problem and the confusion.
Most businesses have inherited a legacy of measurement systems focused on outputs. So say for instance in a customer contact center we would have metrics like calls handled, abandoned calls, average handle times, first-time response, customer satisfaction stats, net promoter scores, and so on. But these are all output measures.
Another example might be in the Program Management Office where measures may include things like the number of projects underway, the progress against budgets, and achievement of the deliverables.
Outputs should be explicitly connected to Business and Successful Customer Outcomes
Now here’s the rub. If you connect the achievement of these outputs with rewards systems you will potentially fail big time. And if in the contact center people aren’t caring about the outcomes (the results of the outputs) we might get really good at doing dumb things. In the Program Office if the deliverables aren’t aligned with Successful Customer Outcomes we may become really efficient at delivering the wrong things.
And another thing people familiar with outputs often argue the case that Outcomes are less quantifiable. Not so. Business Outcomes include things like Revenue, Cost Optimization, Service Delivery, Effective compliance, and so on. You can’t get any more quantifiable than that. Now with Successful Customer Outcomes, we may have a description of what that feels like – BMW’s ‘Joy’ for instance or Hallmark Cards ‘Expression’.
Connecting the Dots Over the last two decades, a model has emerged that literally links Outputs to Outcomes. There is a hierarchy that connects Tasks to Activities to Outputs to Business Outcomes and ultimately Successful Customer Outcomes.
We will review that model and thinking in the next article.
For now look at your metrics. Are your measures of success outputs or outcomes?
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
Last week we reviewed the second of the five main CX Challenges – Customers Have Changed Forever (link).
The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.
Over the next few weeks, we will review each of the main challenges and the emergent Next Practices to overcome.
The Five CX Challenges (and Next Practices)
This week we ask the question “Is Your organization fully attuned to YOUR customer?”
Here is the 12 minute Video from the recent webinar:
Summary of Customers have Changed Forever Challenge 1 of 5
