So how can we construct a Successful
Customer Outcomes (SCO)?
Download the flashcard at the end of this review.
Download the flashcard at the end of this review.
There are six questions we should ask
ourselves, stakeholders and customers.
At the most fundamental level:
1. Who is the customer?
Yes, as an organization,
we have to make the choice. We can’t sit back and wait for customers to find us
we need to find them. Who are they? What value can they add to our business? Do
we actually have customers we do not want? It is an interesting discussion
which should put us in charge of the choice. After all these days not everyone
can be our customer!
2. What is the Customers Current Expectation?
Not a small question. Have
you created an expectation – either consciously or worse, inadvertently. How
can you find out? Ask the customer!
Now the qualification to
this when the customer answers is… did you know that?
How much of what you are
currently doing aligns with the customer expectation?
Tomorrow we will explore the Process the
Customer thinks they are involved with?
