The pioneer of all things Outside-In?

Who started #customerexperience ? Well, there has always been a customer experience, however, it is only in the last 20 years that companies have realized the need to get scientific about shaping and innovating #CX. Who was the pioneer that did that first? And in doing so shifted the emphasis from Industrial Age thinking to Outside-In practice. Let’s jump into the time machine and rediscover Steve Jobs back in 1997.

Moving from Product to Customer-Centric

Back then it wasn’t understood that designing Customer Experiences and delivering Successful Customer Outcomes went way beyond being product-centric. Steve Jobs anticipated this shift towards customer-centricity, and evolved Apples approach to rapidly shift to Outside-In strategy and operations.

Many of the concepts we accept, such as defining the customer experience from the customers perspective, and not the organizations, were developed in the cauldrons of Apple mountain. In fact, one of the key techniques within the CEMMethod™ was initially referred to as the ‘Apple Innovation Approach’.

Why so many still get it wrong

Here’s a great mini video explaining the difference in viewpoint Inside-Out v. Outside-In.

The CX Rockstar tells us why many get the definition of CX wrong.

James Dodkins aka CX Rockstar has many similar takes over at rockstar.cx

We saw that at work in Outside-In design of products like the original iPod, the iPhone and the iPad. Now taken for granted the last century was a mish mesh of competing chunks of technology (think the early MP3 players) that often required an MSc to understand the menu system and driver updates.

It isn’t what they want, it is what they NEED

Nowadays the major consumer product companies understand the requirement to articulates the needs of customers, and only then design products that meet those needs. That is Outside-In in action.

You would be right in saying he was the pioneer of Outside-In.

If you would like to dig deeper I talked about the difference in approaches of Industrial Age v. Customer Age/Outside-In in this article.

This item has caused quite a stir over at LinkedIn, you can join that discussion here.


Other Outside-In resources to Explore

Steve Towers
www.stevetowers.com

LinkedIn (24K followers)
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org

James Dodkins
www.jamesdodkins.com

How to Meet the challenge of the Digital Customer – Video & FREE Book

Here is a two-minute snap video and a copy of Outside In The Secret, the seminal book that will change the way you think about work forever.

Process and Customer – stevetowers

Join your fellow professionals in getting more scientific about the Customer Experience.


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Six months, Eight How To articles on LinkedIn Pulse

Why are Lean and Six Sigma failing so badly?

Customer Experience Management – the truth

Amazon – I love you but you gotta stop this quick!

Holacracy – fad or freedom?

How can we Link Process with Strategy to…

The Age of Personalization is here…

How a Process Professional Cert Will 



Do you want to get in the picture? Join us soon at a session in a city near you…


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
 

How you can drive customer centricity through the power of process


Traditionally, process excellence has focused on improving productivity, efficiency and effectiveness. Methods and approaches have evolved over time to help organisations streamline, remove waste and standardise processes, driving economic success in many countries around the world.

But times have changed. And we must change with them. The rise of digital and changing customer expectations is changing the very nature of business improvement. Organisations must now look for new approaches and strategies which place the customer at the centre of processes, to remain relevant and competitive in a dynamic market.


Ahead of Process Excellence Week Australia 2015, Steve Towers, Lead Coach and Co-Founder of the BP Group (UK) interviewed by the PEX team reviews the biggest factors currently transforming the process excellence landscape and the steps Australian organisations can take to successfully link process to customer outcomes.
What types of new approaches and techniques are changing the way companies approach business improvement?
Steve: We need to ask ourselves the question – what is driving change? And at a fundamental level we are seeing the ascendance of what I like to call the digital native. These are folks who have little patience for assembly line factory thinking with its rigid rules and structures. In fact as customers the digital native demands immediacy and attention.

Swinging back to the original question organisations now need to embrace approaches that meet the high expectations and promiscuity of this digital native. Otherwise they will not survive the decade – witness the demise of companies such as Nokia, Kodak, Blockbuster, and Blackberry. The new approaches and techniques emphasize the customer, front and centre. And I don’t mean in an arbitrary ‘voice of the customer’ way. I mean as a central focus for everything – strategy, operations, technology and process.

The book I wrote in 2010 referred to the overall concept of Outside-In, shifting the way work gets done by understanding needs and aligning everything an organisation does to achieving successful customer outcomes. In the five years since we reviewed the pioneers such as Virgin, Amazon and Zara the customer centric philosophy has become mainstream and accessible to all. So business improvement itself has shifted from getting better at what we do to redefining what it is we do and ensuring the delivery works for the new order.

How might companies go about linking process improvement with their customer centric strategy? What are the benefits?
Steve: Connecting the dots between process and customer is a critical challenge. It is only in the last 10-15 years that people have realised that all work is a result of customer interactions and can, with the appropriate approach, be connected to every single task and activity.

The resulting Process Performance Landscape demonstrates where costs occur, how revenue is created and what levels of performance can be achieved. Once we have that picture we can make informed decisions that touch everything the organisation does. The benefit is completely tangible, something I refer to as winning the triple crown, simultaneously driving out costs, growing revenues and enhancing service.

What types of techniques can be used to achieve cost reductions, revenue improvement and customer satisfaction?
Steve:  It is sometimes thought that cost, revenue and customer satisfaction are mutually exclusive. Not so and in fact they should be approached together. Firstly if we understand the causes of work and its effects (our processes) we can set about either removing the causes by putting in place actions to eliminate them.
Secondly if we cannot manage the causes away we must improve them. A couple of useful techniques in this context, which complement process excellence approaches, are the Outside-In Strategic Matrix and Successful Customer Outcome Model.

Australia appears to be a little behind the rest of the world when it comes to business improvement – what steps do you think we need to take in order to catch up?
Steve:  A lot of the difference comes down to economic cycles. Australia really didn’t feel the severe impact of the last downturn and as such business was pretty much as usual. Other countries witnessed the implosion of long established industries and you either went under with them or reached out for ways, beyond industrial age thinking, to survive and subsequently thrive. Until recently, Australia hasn’t had the same worries so there has been a degree of misplaced complacency. Catching up is going to require great effort and simply put some won’t make it. That will affect not just the high street brands but the careers and future for many. So listen and observe the next practices emerging and make them Australia’s own. The Aussie ability to assimilate and improve at the same time will get you there.

What key trends or factors will drive change in the process excellence arena in the next 12-18 months?
Steve:  A biggy here is the professionalization of process excellence. And then isn’t about belts and titles. It is about equipping our people to live and work with the digital native in all of its forms. We have already discussed the emergence of customer centricity and Outside-In thinking and that is the key. Those folks who can harness that thinking and apply it to their organisations will undoubtedly succeed; at the expense of others still practicing outmoded approaches from the industrial era.

To be blunt the top team demand results like never before. Getting there isn’t about trying harder, it is about working smarter and that involves reframing process excellence to performance excellence. Reaching out beyond the linear production line straightjacket to Outside-In agile structures able to change and evolve rapidly. That is a capability thing and requires folks to get up-skilled as quickly as possible.
  
What is the value of attending Process Excellence Week Australia 2015?
Steve:  At a personal level it is about self improvement. It is about understanding and learning what others are doing so you can take that learning and turn it to your success. At an organisation level it is about the insights of the speakers, vendors and workshop leaders. As a forum to ask the sticky question amongst fellow professionals it is a great place for fast track learning. And on that score the networking opportunity is massive. It is great to know you are not alone in the improvement quest, there are others here to help, share and advise. From my point of view no other conference in the southern hemisphere comes close. Period.

Steve will be further exploring the common ingredients of sustained success and how using the power of process linked with a customer centric strategy can produce a winning and repeatable process excellence formula at Process Excellence Week Australia 2015.
For more information visit www.pexweek.com.au or call +61 2 9229 1000 or email enquire@iqpc.com.au

Tips on Making learning fun – Lean Six Sigma

Socrates and Lean Six Sigma – The ARt of Driving Retention and Fun


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters
(CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

30 plus Awesome Process Excellence sessions in Less than 72 Hours

PEX USA was brilliant.  #pexweek #cppusa #custexp
The leading thinkers and practitioners rallied in Florida. Here is a compilation of the two day workshop featuring the Certified Process Professional qualification. James Dodkins coached the session with Steve Towers.

The European PEX Event: http://www.pexweekeurope.com/
The Australian PEX Event: http://www.pexweek.com.au/

Join us for the very latest in Process Excellence, Customer Experience, Enterprise Architecture, technology and so much more…

For more on the Certified Process Professional…


Certified Process Professional Masters (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Moments of Truth – the truth, and nothing but the truth

Richard Normanns idea from the 1970’s is alive and kicking 🙂



Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

You cannot manage the future by micro managing the past

How much do you need to know to know you know you know enough?
There is an industry out there which encourages detailed analysis of the past to understand the future. It didn’t work then, it doesn’t work now. 

Stories of generals fighting the last war are legion. So don’t become a victim of Analysis Paralysis.


Certified Process Professional Masters (CPP-Master) Program
(Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

An internationally recognised program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism.www.bpgroup.org/certification-by-city.html

Why are Lean and Six Sigma failing so badly?

Six Sigma, Lean and the CEMMethod
It’s a confusing world out there. At the last count there were over 19,000 improvement methodologies (Wikipedia) all geared to helping organizations get better at business. So at least there’s always been plenty of choice depending on your particular flavor of the month however one has to ask the question why so many and why do even the better ones fail to help our companies adapt and change?

Regular readers of our stuff will know we can be quite outspoken on this matter, and it’s

best summed up by the phrase “you may be doing things right, but are you doing the right thing?”.

The vast majority of techniques, approaches and methods are misleadingly geared to fixing problems, and essentially getting better at doing things right. That was fine in the 19th and 20th century world where efficiency was king. Not anymore where effectiveness and efficiency are a ‘business as usual’ prerequisite for business success. However just getting better at what you currently do (doing things right) has also become the road to hell of diminishing returns. The harder we try, the tighter we get, the poorer the gain each time around.


Let’s contrast that with doing the right thing.
Here we seek to determine what the right thing is, and in our language it centers on Successful Customer Outcomes (SCOs). And that isn’t about (just) filling forms correctly, tightening bolts or producing widgets. It is a philosophy that seeks to improve our alignment in everything we do towards the SCO. It is geared to understanding Causes rather than fixing effects, and unfortunately again so much of what is called ‘improvement’ is about fixing effects, rather than flushing out the causes of work and the Points of failure (POF).

The approach we espouse, which we call Customer Experience Management Method (CEMMethod), has a set of principles and philosophy that makes sure everything you do improves the SCO. CEMMethod helps an organization bring their processes, systems, strategy and people into ‘outside-in’ alignment.

Does CEMMethod work?
Absolutely and that’s precisely what allows those leading companies to carry on creating clear water between themselves and the nearest ‘inside-out’ rivals.

So how could we compare the recent emergence of CEMM with less effective approaches like Six Sigma and Lean? Easy..

Six Sigma – Fixing problems. Doing Things Right.
For example people may not be filling in a form correctly. Six Sigma understands how often, where and what could be done to improve accuracy of the form.

Lean – Doing Things Right, and sometimes doing the Right Thing.
Similar to Six Sigma however goes a stage further in removing waste associated with form completion by removing unnecessary steps and sometimes as a consequence negates the need for a form entirely. In doing so occasionally, but not by design, stumbles into doing the right thing.
Both Six Sigma and Lean don’t challenge directly whether the form helps to achieve an SCO. Conversely,

CEMMethod – Doing the Right Thing. Doing it Right, doing it even Better.
Asks whether the form contributes to the achievement of the SCO. If it doesn’t we stop doing this dumb stuff. It is typical to find that a massive amount of work in a CEMM examined process becomes unnecessary and in doing so frees up scarce resource.
The good news is that those ‘outside-in’ success stories can help all of us embrace the SCO and identify and achieve immediate substantive triple crown benefits for our organizations.

Terms used in this article:
CEM – Customer Experience Management
CEMMethod – Customer Experience Management Method
SCOs – Successful Customer Outcomes
POFs – Points of Failure
Triple Crown – Concurrently Improving Revenues, Enhancing Service and Reducing Costs.
Inside-Out – viewing the organization as a self sustaining functional enterprise focused on division of labor
Outside-In – understanding and living an approach that recognizes the only reason an organization exists is to deliver SCOs. In doing so achieving Triple Crown benefits which benefit the Customer, the companies employees and the shareholders.


Certified Process Professional Masters (CPP-Master) Program
Orlando USA Mar 16-20, Denver USA Mar 23-27, Dubai UAE Apr 12-16 http://www.bpgroup.org/book-class.html
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Customer Experience Management – the truth

Customer Experience Management – what is it and why it transcends journey mapping, process management, lean and six sigma.
Quick update for those wanting the FREE download of CEMMethod – http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-method.html