It’s difficult to imagine implementing significant change within a large multi-national B2B organisation while dealing with the complexities of COVID and supply chain issues. However, this case study achieves the triple crown of business benefits by increasing revenue, decreasing costs, and significantly increasing value by reducing “time to respond.”
This organisation achieved outstanding results by taking an outside-in approach to customer outcomes and driving results through goal-driven collaboration. As a result, they were able to expand on a large scale during the COVID period.
I wasn’t always an expert in Customer Experience and Outside-In
In fact, when I became an Industrial Engineer I didn’t have the first clue about how to deliver Successful Customer Outcomes.
I’m going to share a personal story with you about one of my early failures…
It’s a little embarrassing to share, but I think it will inspire you.
It was a quest of five years looking for a standardized Home Loan process and system for a world-leading bank. My team and I visited 30+ countries, reviewed more than 40 IT suppliers, and talked with other top banks and mutual lenders. We sat down with the best business professors, authors and researchers and attended dozens of events on our quest…
And just as in Monty Python and the Holy Grail we returned home empty-handed. You can imagine the investment of time, energy, and budget to realize there isn’t such a thing as an Ideal Home Loan process and system (despite what the big consultancies and IT vendors had told us).
Our senior executive team in the bank was incredulous. In fact, deep down I doubted my own capabilities, I was exhausted and had failed with one of the biggest projects in the bank’s history. Or so I thought…
That is when the truth hit me square between the eyes. We were thinking of our business in the wrong way. My enlightenment was complete when Steve Jobs, in the same year 1997, said the now immortal words “You have got to start with the Customer Experience and work backwards to the Technology, not the other way around”
I had finally got it – we had to think Outside-In, put the customer at the center of everything, and realize using out-of-date business thinking has no place in the 21st century.
Everything changed for me in May 1997. Since then I have worked with the world’s leading companies learning and adopting Outside-In as a way of being. Trust me, if I can do this so can you.
In fact, you even have it better than me. You can bypass all the trouble I went through by simply learning from my mistakes.
4 Minute overview of the content of the 6 sessions over 6 weeks at 3 hours per week
Hi Steve here, as an aside I first ran these sessions in December last year and they were very well received, despite being on a Sunday, so ignore my comment in the first few seconds about Sunday because they are through the week as well.
You will join for 3 hours per week in a live interactive video call and put to work the techniques I review in the video. Immediately usable with colleagues (near or far) you will innovate new approaches to work as we all grapple with our new normals.
Available across the planet in time zone friendly sessions – watch the overview and click the links below to review the detail and register.
See you on the inside! (I mention Sunday training but that is up to you)
The online ACX Masters program gives Customer Experience and Business Transformation leaders the opportunity to go beyond surface-level presentation and get hands-on, practical takeaways to enable their own successful, business-wide transformations.
Attracting 100,000+ global professionals for those handling seismic business change, this Masterclass provides a Fast track look into customer experience management, change, leadership, BPM and CX space, and the challenges that leading industry professionals are overcoming, both on a macro and micro level.
Gain the insights from the 2020 Amazon Number One bestseller, ‘Dare! Behind The Scenes Of The Best Business Transformation Project In The World.’ And how large and small organizations can transform their people, processes and performance rapidly with an inclusive approach that delivers successful business and customer outcomes.
Developing the skills to ‘see around corners’ is just one of the factors that separate high performing professionals and companies from the also-rans. That is what this one-day Masterclass, led by Number One Best Selling Author, Global 20 Guru and Consultant to the best, Steve Towers, is all about.
This is an intensive hands-on workshop during which you will gain access to powerful tools that can, with immediate impact, transform your business and customer outcomes forever.
You will leave the workshop equipped with new tools and techniques, access to all the workshop materials plus a signed copy of Steve’s books Outside-In and his 2020 Number One bestseller Dare! Behind The Scenes Of The Best Business Transformation Project In The World.
Space is limited so please book early to avoid disappointment.
You have impacted the lives of many of us in the Business community, in a big way in our career journey. Our success can be attributed to your insights on Outside-In Thinking and Customer Experience, among others. Mashaba Mulaudzi, Manager Process Innovation, South Africa
This experience has completely transformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey. Durrel Ramrathan, ACX Master Coach
Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace. Cindy-Lee Muller, Planning & Roadmap Manager, MTN (Pty) Ltd
The workshop is highly recommended for anyone who wishes to simplify and expedite processes thereby enhancing customer satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject. David Mulovhedzi, DPSA
Thank you so much for your time, energy, and investment in our growth and success during our Masters course. You shared your wisdom, stories, and made it personalized to us. We are so grateful. SAP Sales Process Optimization Team, USA
Thanks to you for a fantastic mentoring programme … I am an Outside-In fan now! Jimmy Cuadra, Director of Information Management, Akzo Nobel Paints, Singapore
I’m a real sucker for great new tips, techniques, tools, shortcuts, “hacks” and other quick ways of getting better results from our processes and customer experiences.
the truth is that the big wins don’t come from tips or tricks.
come from getting the
fundamentals right. Again and again.
like really understanding your customers (internal and external) so your
products and services are what they need (not just what you think they want).
Fundamentals like having understanding the successful customer outcomes before you ever meet or work with them, so your processes and experiences build credibility and trust quickly.
Fundamentals like follow-up and nurturing your relationships so they are top of the priorities when your customers need to change things.
Fundamentals like being able to “meet” face to face, on the phone, or via a webinar or web page (and by “meet”, I mean help a customer get the best from their experiences and processes, understand their problems, the potential solutions, and decide how to change things to meet ever-changing needs).
Master the fundamentals and the little tips and tricks will improve your results even further.
the fundamentals wrong and all the tips, tricks or clever techniques in the
world won’t hurt.
If you’d like to get my very best training, insights and personal support to
help you align your processes and experiences for all your customers (internal
and external), why not join me for my new ONLINE training program? Click here for more details.
Google trends tell the story that Design Thinking (DT) tops many executive’s interests in helping deliver progressive services and products in a volatile 2018.
Consultants, Design studios, and so-called business experts have spawned new revenue streams as other management fads, sorry, approaches have declined in popularity.
Just do the math on google with ‘Design Thinking’ harvesting 15.2 million results in 0.4 seconds and the top ten results including training courses, how-to workshops and top team offsites offered by consulting firms. In fact, Epictions reports typically 10 DT articles a day currently being produced, consumed and naturally circulated around our senior executives.
No doubt you will know of new functions becoming a reality with DT central to their remit, but what exactly does this catchy label represent?
Is Design Thinking a real thing?
Is it different? Can DT be useful in navigating our increasingly volatile world? Are there genuine benefits to adopting DT enterprise-wide?
As an engineer and design thinker (note the lower case) for the best part of the last four decades, this concept is not new. The successful creation of new services and products always relies on the marriage of creative thought processes harnessed to pragmatic objectives to deliver bottom-line success. Sorry if that doesn’t sound as sexy as some of the DT consultants would have you believe.
But wait, there is good news… incorporating DT into industrial age approaches can breathe new life and significant business benefit for not just enterprises and employees, but most importantly customers and shareholders.
So what is this Damn Thing?
A critical element to understanding DT is that, unlike most commonly deployed methods, is not a linear 1-2-3, A-B-C endeavour. It is not a prescription and relies on the ability of organisations and their people to understand, learn, prototype and reinvent simultaneously the processes and customer experiences that deliver success. New services/products must articulate needs of customers (even when potentially the customer doesn’t know them) and move the needle in terms of cost, revenue and service simultaneously (the fabled ‘triple crown’).
So, a significant measure of DT success is winning the triple crown. Anything else that doesn’t convert the creative process into a top and bottom line success is just moving the chairs on the deck of the Titanic. It might look better, give us a different view, but it is still doomed and will ultimately fail to deliver.
To be successful you need to create an organization and individual mindset that understands ever-changing customer needs, expectations and
fosters an approach of learning, rather than the silo-based, industrial age metrics common to many.
I am going to delve deeper in an upcoming article so if you would like to get the pro’s and con’s, the potential pitfalls and the how-to to ensure success join me again soon. If you register your interest here I will ping you the ‘how to’ piece as soon as it is ready.
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