🏭 Industrial Era Outputs To Successful Outcomes – it’s Not Rocket Science! 🚀

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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?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

FIVE significant CX Challenges – “Is Your organization fully attuned to YOUR customer?”(Part 3)

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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


Additional Resources:

Join The Webinar and FULL Five Challenges (and Next Practices): https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21

Next week we will review CX Challenge:
“There is Too Much Theory!”


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Move up That Ladder with CX Excellence

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Join Us for the Next 4 days x 4-5 hours per day LIVE ACX Master class

Thank you Steve, very intense 4 days but amazing and already putting it into practice! 

Edwin De Lange, Manager: Customer Experience Design at Mercantile Bank, South Africa

I was struck with awe on the versatile yet practical experience that you shared. Thanks for the wonderful session this week

Engineering Business Systems at Qatar Petroleum, Qatar

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, UAE

Thanks again for four great and inspiring days.

Christian Becker, Head of Offshore Platform Quality&EHS at Siemens AG, Germany

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

FIVE significant CX Challenges – “Does Your CX Measurement System Work Well?”(Part 2)

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The BP Groups 30th Annual Survey focuses specifically on developing challenges facing the adoption of Customer Experience and Customer Centric practices.

Last week we reviewed the first of the five main CX Challenges – Customers Have Changed Forever (link).

Over the next six 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 “Does Your CX Measurement System Work Well?”

Here is the 10 minute Video from the recent webinar:

Summary of Customers have Changed Forever Challenge 1 of 5


Additional Resources:

Join The Webinar and FULL Five Challenges (and Next Practices): https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21

Next week we will review CX Challenge:
Customers Have Changed Forever


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

FIVE significant CX Challenges and the emerging Next Practices (Part 1)

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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.

The Five CX Challenges (and Next Practices)

This week we ask the question “Does Your Organisation Understand Its Customers?”

Here is the 10 minute Video from the recent webinar:

Segment from the recent CX5 Challenge session
Summary of Customers have Changed Forever Challenge 1 of 5


Additional Resources:

Join The Webinar and FULL Five Challenges (and Next Practices): https://cemnext.com/cx5registration

Review the LIVE Program that codifies the ‘Next Practices’: https://bit.ly/COIM21

Next week we will review CX Challenge:
Existing CX Metrics are Just Not Good Enough.


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

Results-Oriented Communications are Now Emerging.

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Results-Oriented Communications Are Now Emerging

Jim Sinur says
“It is becoming painfully evident that traditional communication channels are just not making the grade in these days of group innovation and fast-moving change.


Organizations are dealing with communication challenges that are accelerating in today’s demanding world.

If you have ever had to manage, influence, guide, or participate in or with groups of various people inside or outside your organization, you know how severe communication issues can be.

These issues can only be solved by communications focused on results while all participating can be moving towards results in synchronization. The shift from messages only to include pertinent data tracked to results is the best way to find the straightest line to desired outcomes….” continue at … https://www.linkedin.com/posts/jimsinur_results-oriented-communications-are-now-emerging-activity-6820707535306276864-cYXQ


Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

5 Steps to Being the Richest guy on Planet Earth 🌏

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How did Jeff Bezos do it? Another ‘start in the garage’ superpower? In this short interview, Jeff Bezos shares his wisdom as he prepares to rocket off to new pastures (well new orbits).

Download the Transcript: https://bit.ly/JeffBezos5Things

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

The Need for Multi-Experience Management

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The rules today incent organizations to pay people for doing tasks and activities. We have to change that.

If we incent people to achieve Successful Outcomes then we win for the employees, customers, shareholders, in fact, everyone except the competitors! This is what PARALLEL enables. Watch the video and try it for free.


Access PARALLEL:
The world’s first Outside-in software platform.
https://workinginparallel.com



Join us at an upcoming workshop/session: https://www.bpgroup.org/training.html

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined


Are You Just Fluffing Around or Do You Really Get Customer Experience?

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Words from the Wise as we review an assemblage of excellent leaders talking through Customer Experience. Whether it is Herb Kelleher, Jeff Bezos, Tony Hsieh, or Richard Branson, there is something for everyone here.

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

The Six Most Popular and Challenging Customer Experience Videos

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The YT channel features more than 500 videos that talk about business transformation, customer experience, and business process management. What are the topics that grab your attention? Here are the ones that are getting the greatest traction at the moment…

Customer Experience with Steve Jobshttps://youtu.be/EMdzBm3QUtI
Icebreaker with the CX Rockstar – James Dodkinshttps://youtu.be/CoR3SFV-f4E
Customer Obsession with Jeff Bezoshttps://youtu.be/Yr_vQgzAgDM
Desktop Transformation over 40 yearshttps://youtu.be/xzmTNNS9iEM
Business Process Management
An Overview
https://youtu.be/NO54KXxTp9I
Will Business Analysis Survive?https://youtu.be/lCgYeVszju8
You can access and subscribe for the latest features, case studies, interviews at
https://www.youtube.com/c/CustomerExperience101

Do you want to embrace advanced Customer Centric thinking and become Outside-In?

How You Can become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

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

Step #2 – Get the Software (FREE):

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

Step #5 – New Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined