While most organisations would have us believes they are customer focused, very few organisations are truly aligned to delivering what their customers really want. Outside In is at the heart of this customer alignment.
Some of this centuries most successful companies use this Outside In approach. What we can learn from them is that they put the customer at the heart of everything they do and this one of the fundamental reasons why they are so successful. Example include:
Apple - "Its all about the Customer Experience and the Moments of Truth, remove or improve." Steve Jobs,
Virgin Mobile - Sir Richard Branson’s companies have innovated around the customer value chain and Moments of Truth,
Disney - anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression,
Fedex Kinko - by looking at the successful customer outcome and seeking to align everything with it, Causes of Work have been removed and Points of Failure eradicated.
Best Buy - Americas leading electronic retailer - The philosophy and practice of putting the customer at the center of your Universe and making sure that everything is aligned with achieving successful customer outcomes. Every Moment of Truth.
Zara - the worlds largest and most successful fashion retailer - Moved themselves to a place where they are actively managing Customer Expectations and in doing so continue to raise the competitive bar even further.
Gilead Systems - tripled profits to $1.6 billion by directly focusing their efforts on the successful customer outcome.
EasyJet - Europes 2nd largest airline defined a relatively simple successful customer outcome - "Bums on Seats". Everything they do across people, process, systems and strategy is aligned with achieving that.
Southwest Airlines - now the biggest carrier of people in the US, achieve their success by ensuring everything they do reinforces successful customer outcomes.
These companies use the principles of the CEMMethod, Successful Customer Outcomes and the Moments of Truth. Moments of Truth are every interaction we have with our customers and represent an opportunity for us to improve business success, increasing revenue, reducing cost and improving customer service. By partnering with us, we can teach you the methods and techniques to revolutionize your business.
See what resources we can provide to assist you here. See how we can work with you to reach your goals here.