The Philosophy of Outcome Based Customer Centricity
The initial musings of Outcome Based Customer Centricity (OBCC) were ignited when James Dodkins and Steve Towers started to collaborate on training and consultancy projects in 2010. Building on their thought leadership in Business Process Management, Outside-In, Customer Experience and Customer Centricity, both James and Steve noticed that mindsets and approaches towards customer centricity were evolving in a handful of leading companies. And yet many organizations continued to pay lip service to customer centricity, and not internalizing the philosophy as a culture, and as a result were starting to fail as the standards of other organizations were rising.
James Dodkins comments that "From largely underground and anti-establishment beginnings, the customer centricity movement has gripped even the oldest most 'dyed in the wool' institutions. However, many companies think they 'get it' when they just plainly do not. This has diluted and confused how to best approach the issues surrounding Customer Centricity."
Steve Towers adds "Standard Customer Centricity just doesn't hack it anymore. We need to get more scientific about the customer, their needs and their experiences. Outcome Based Customer Centricity is the belief that every single task and activity within an organization should be aligned towards the delivery of a Successful Customer Outcome. Many of the 21st century's leading companies use 'Outcome Based' approaches."
Professionals from all over the world are eager to learn more about OBCC and how to apply the principals in their organizations. If you'd like to learn more please do not hesitate to get in touch.
James Dodkins comments that "From largely underground and anti-establishment beginnings, the customer centricity movement has gripped even the oldest most 'dyed in the wool' institutions. However, many companies think they 'get it' when they just plainly do not. This has diluted and confused how to best approach the issues surrounding Customer Centricity."
Steve Towers adds "Standard Customer Centricity just doesn't hack it anymore. We need to get more scientific about the customer, their needs and their experiences. Outcome Based Customer Centricity is the belief that every single task and activity within an organization should be aligned towards the delivery of a Successful Customer Outcome. Many of the 21st century's leading companies use 'Outcome Based' approaches."
Professionals from all over the world are eager to learn more about OBCC and how to apply the principals in their organizations. If you'd like to learn more please do not hesitate to get in touch.