Category: OutsideIn

Outside In from Forrester Research

OUTSIDE IN is the new book from by Forrester Research analysts Harley Manning and Kerry Bodine.
If you can get passed the normal consultancy hyperbole and Americanisms this book promises to provide some interesting information in furthering the cause of Outside In.
Naturally take with a pinch of salt the offers for speeches and presentations from Research Analysts (great stuff but I would rather have the people who have really done this stuff rather than just researched it!) you can review the 80 case studies.

Take away nuggets like “Aim to make it effortless for your customers” Phil Beinart, AT&T and “82% of customers stop doing business with an organisation as a result of negative experience”. The latter leaves me to believe those customers who don’t leave are either very lazy or penalised punitively for trying.

Now as I say don’t let my irony fool you… you review the preview and then order the book from this link. Enjoy! http://bit.ly/OutsideInForrester

Blurb for Forrester:
Based on 14 years of research by the customer experience leaders at Forrester Research, OUTSIDE IN offers a complete road map to attaining the experience advantage. You’ll see how the roots of customer experience success or failure lie deep within your company, not just with customer-facing employees. And you’ll learn about the six disciplines that customer experience leaders must master: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture. With dozens of diverse case studies from around the world, OUTSIDE IN is the one resource you need to turn a focus on customer experience into growth and profit.

For qualification using the CEMMethod® (2006) http://www.bpgroup.org/certification-by-city.html

Three part webinar OUTSIDE-IN, Discovery, Understanding and Implementation

This next few weeks sees a rush towards Outside In with several books in the pipeline from academics, researchers and practitioners. Both Forrester and Gartner join the fray next month following existing publications from Wharton, Harvard and Sloan Business schools.
Not to mention of course our very own Outside In – The Secret (published in 2010).

http://bit.ly/Outside-In_BPGroup

What is the fuss all about? Find out how you can embrace all that is Outside-In in this snappy, to the point webinar by yours truly 😉

>>>>> Please register for Outside In 101 – A three part programme <<<<<

http://bit.ly/Outside-In_BPGroup

Discovery – Understanding – Implementation

Part One: Discovery
What is Outside-In (OI)?
Why is OI the preferred choice for the 21st century leading companies?
How does OI fit with other process approaches?

Part Two: Understanding
If OI is so good why isn’t everyone doing it?
What are the direct benefits of OI?
Who is implementing OI and how does it compare to the Old Ways?

Part Three: Implementation
What can I do to implement OI?
How do I get started?
How do we take others on the journey?

After registering, you will receive a confirmation email containing information about joining the webinar.

http://bit.ly/Outside-In_BPGroup

___________________________________________________________________
Steve Towers | BPGroup.org | SVP & Founder | www.bpgroup.org
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In praise of the Customer focused organization (and the best at what they do!)

When is a good business model a really good business model?

When (perhaps)
… the customers keep coming back for more (76 million per year)?[i]
… you are consistently outperforming you industry rivals (record breaking profits in Q1 2012)[ii]?
… the shareholder value is growing year on year?[iii]
… you consistently drive out costs and grow revenues?[iv… receive positive feedback from yourchosen customer base?
… when your strategy is clearly stated and easy to understand by employees, management, shareholders and customers alike[v]?
 
By all the above criteria Ryanair the Irish airline is a terrific and much envied success. And yet you may hear many criticisms of Ryanair however as Michael O’Leary, their ebullient CEO points out, they are not Ryanairs customers.
In fact he wishes they never darken his door again as the Ryan Air offering is specifically not aligned with “picky, choosy time wasters” (his words not mine).
What is the secret?
Part of the magic is a complete focus on understanding their chosen customers successful outcome, and while that may not include you or me, it is certainly the bulk of travellers in Europe whose repeat business has helped Ryan Air outperform the sector for the last decade.

So have you personally and has your business really clearly articulated who is your customer and then defined the business you are in?

[iv] BBC News 21 May 2012: Budget airline Ryanair has reported record profits as fare rises helped to offset a sharp rise in fuel costs. Net profit for the year to March was 503m euros ($643m; £406m), up 25% on a year earlier. Revenue rose by 19% to 4.3bn euros.
[v]Ryanair’s objective is to firmly establish itself as Europe’s leading low-fares scheduled
passenger airline through continued improvements and expanded offerings of its low-fares
service. Ryanair aims to offer low fares that generate increased passenger traffic while
maintaining a continuous focus on cost-containment and operating efficiencies. (http://www.ryanair.com/doc/investor/Strategy.pdf)

Outside-In at Apple strikes a chord

BP Group CPP Master® Arun Kumar (with noted technology innovators Gieom in India) comments:

Just saw the Apple Worldwide Developer Conference….and I am overwhelmed by iOS6 features on a phone. They have tied up with the likes of BMW, Honda, Jaguar, Audi to have a SIRI button in the next 12 months in their cars where traffic, weather, turn by turn navigation and Realtime Estimated time to arrive at a destination can be manipulated using voice on the iphone. They are calling it going from handsfree driving to Eyes free driving.
This wouldn’t have been possible if you don’t think outside in…..if you don’t make the process for the experience of the customers and not just for your capabilities. Many I talk to think the innovation is a gamble…..how frustrating when actually innovation can be achieved by looking at a process and thinking of creating an ecosystem with others to achieve that. But anyway, happy that I can relate to these innovations and think it’s just how you look at your processes and not some design room magic by einstein haired scientists. Thanks for the halo.
(Arun is third from the left)
And thank you Arun for the observation!

Coming to somewhere near you: 20 Cities on every continent through June, July and August 2012.

In May 2012 we passed the 20,000 accredited Certified Process ProfessionalsRsince 2006.
 
Limited offers in the month of June: http://www.bpgroup.org/certification-by-city.html
An internationally recognized program with proven track record of success – being run for 260 times in 84 cities with attendees from 95 countries, the program is developed based on the branded BP Group CEMMethodTMwhich aims to win the Triple Crown (simultaneous reductions in cost, growth in revenues and advances in Customer Service) with significant immediate quantifiable business results.
In May 2012 we passed the 20,000 accredited Certified Process ProfessionalsR since 2006.

Advance your life and business Outside-In

Limited offers in the month of June: http://www.bpgroup.org/certification-by-city.html