CX Obsession – for CX and Process people

The BP Group is 20 years old in September. Over the last two decades people who have participated in our training and consultancy and have captured some of my comments. There are over 200, many clearly inspired by my heroes ‘giants’ in business and life. The list here are the ones most often referred back to me 🙂

How much do you need to know, to know you know, you know enough?

The Customer Experience is the process (Steve Jobs)

If things are changing faster outside than in, you will fail.

You don’t have a choice about where to start. You can only start where you are now!

Are you aligned to Successful Customer Outcomes (SCO’s)? Or are you just moving the chairs on the deck of the Titanic?

If you do not know who your customer is you do not know what you are doing.

Stop managing and measuring outputs. Start managing Customer Expectations and measuring the SCO.

Can your people clearly articulate their contribution to the SCO?

This is a once in a 600 year thing. The invention of the printing press (1436) and now Outside-In (1997).

Does your technology help with the SCO? If it doesn’t scrap it!

Technology is the emans to the end, not the end in itself. It is just the same with pen and paper.

To link process with performance we need to rethink what we mean by performance.

We shouldn’t keep looking back at the past to define the possibilities for the future.

Does your process start and end with the customer? If it doesn’t you are fixing the wrong thing.

Someone said the Chinese are coming. They are wrong. The Chinese have been and gone. This is what you are left with as a consequence!

Moving Outside-In isn’t a choice. It is a pre-requisite for success in the 21st century.

Are you measuring Activities and Tasks (Inside-Out), or Outputs and SCO’s (Outside-In)?

The only reason a process exists to is to help achieve a Successful Customer Outcome.

Can you connect every single task with the Successful Customer Outcome?

Who pays your salary? Yes it is the Customer.

Check your companys reports. How often is the customer mentioned? If they are not it shouldn’t surprise you that the business is failing.

If you aren’t managing Customer Outcomes you aren’t managing the most aspect of your business.

Look beyond the Output. How does it contribute to the Customer Outcome? If it doesn’t stop producing it.

The customer is not my job? Get Real. The customer is everyones job!

Evolving Outside-In is not a destination. It is a journey.

The process map is not real. It is a collective hallucination.