Customers are deciding how they want to
do business. With more choices and information at their finger tips they have
become rebellious and promiscuous. Successful enterprises are adopting an
Outside-In approach to their customers, understanding and creating needs and
managing expectations proactively.
1.
Educate and engage every level of the
organization in customer centric thinking.
Undertake seminars and establish an awareness campaign amongst your senior executives. Establish and qualify new roles for process professionals and customer experience people through certification and accreditation. Make the transition to Outside-In a burning platform issue as otherwise your customers will rapidly become someone else’s.
Undertake seminars and establish an awareness campaign amongst your senior executives. Establish and qualify new roles for process professionals and customer experience people through certification and accreditation. Make the transition to Outside-In a burning platform issue as otherwise your customers will rapidly become someone else’s.
2.
Develop a practical delivery focused
approach that produces wins and encourages adoption. The top team will become
advocates as they see results achieved quickly. Winning hearts and minds will enable
the organisation to develop rapidly and mature into a true Outside-In focused
enterprise.
These first steps will begin a journey that
will reward your customers, your employees and your shareholders.
Follow me on twitter https://twitter.com/stowers
Review the website http://www.bpgroup.org
Talk with me steve.towers@bpgroup.org
