Category: Successful Outcomes

The Causes of Work

Every Customer Interaction is a Moment of Truth (MOT). Whether it’s person to person, person to system, system to person, system to system or person to product they are all Causes of Work.

That work in dealing with MOT’s creates internal handoffs, these are Breakpoints. Places where things can and do go wrong and we see them happening between people, systems and services all the time.

All our internal communications are in fact Breakpoints. For instance how many emails do you receive from colleagues and business partners daily? How many calls do you have to make to get the job done? How many ‘systems’ do you work with?

According to US research firm The Radi… [more]

Let’s talk Successsful Customer Outcomes (SCO) then…

How do Disney weave their magic?

The recent article ‘The World of Magic’ resulted in a series of questions around ‘what is the SCO?¨. Well as it is so often said it isn’t rocket science. In fact it has to be one of the simplest concepts available in business today – and yet so often missed. It is often so simple it is elegant, so let’s review what Disneys SCO might just be…

Most of us have been there. A car full of screaming kids eager to start their Disney vacation however trouble is you’ve driven six hours (or flown ten) and frankly the last thing you want to do is fight the car lot. Much better find that quiet hotel room and bar and chill until tomorrow? Not so. This is the kids vacation and they’re going to squeeze every minute out of the long awaited trip to the Magic Kingdom. So what say Disney in this situation? Do they leave you to fight the crowds, get incredibly irritated and leave you with a pile of now prickly family? Well no – they have been there too after all and it is real easy to see it from the customers point of view. {more}

Successful Customer Outcomes (SCO’s) and the world of magic

For many of us talking and acting the SCO way has become second nature.That means if you are eating and breathing the alignment of your processes towards SCO’s then progressively the original focus begins to shift and in fact we refine and sharpen our ability both to meet and subsequently exceed customer expectations. That’s precisely what is happening in the magic kingdom [more]

Put on Your Running Shoes – the launch of the Nipple?

Achieving Successful Customer Outcomes (SCO’s) is not just an internal exercise. Powerful SCO’s may be created through partnerships with otherwise completely different industries. Look at your services and products through the customers eyes and powerful market winning solutions emerge. Such is the tie up between Nike and Apple recently. A combination of products – the Apple [more]

Mastering the SCO Mindset – Part 2

The second generation of “Mastering the SCO Mindset” share many things in common with those mentioned in our first article. They are all believers in their cause, they know how to communicate those beliefs in such a way as to inspire others and they are great leaders. The difference is that the second generation did [more]

Mastering the SCO Mindset

Our earlier articles around Successful Customer Outcomes and Next Practice talked about the importance of understanding what customers want, aligning the organization to these objectives, and delivering consistently. Here we want to concentrate on another element, one that is at least as important because it is one of the key enablers for making the changes [more]

Three Steps to Heaven

Successful Customer Outcomes – Three Steps to Heaven? Take the Lift Just the other day I was standing in the lobby of a hotel waiting for the elavator to arrive. I had plenty of thinking time while I waited, and I was reminded of a great recent example of customer-focused innovation. I don’t know whether your [more]