An Introduction to Outside-In Thinking

An Introduction to Outside-In Thinking

Answering Four Fundamental Questions “Outside-in” thinking is a philosophy and management approach that places the interests of customers ahead of the organization’s capabilities. Organizations that adopt an “outside-in” approach focus on satisfying their customers by efficiently and consistently delivering a combination of superior service experience and successful customer outcomes. In economically stressful times, management teams […]

The Service Management Moment of Truth

The Service Management Moment of Truth

Service management initiatives face their own moment of truth, in the form of management decisions to fund, pause, or perhaps even cancel them. Remember, their goal is not the implementation of an onerous best practice framework, rather the means by which customers are served better. Management gurus continue to warn us that in today’s service […]

The Tinkerbell Effect

The Tinkerbell Effect

The Consequence of Not Knowing How to Be a Customer As many of you might recall, Tinkerbell is the fairy in the play Peter Pan, who is revived from near death by the belief of the audience in fairies.  As Tinkerbell lies dying from drinking Peter’s poisoned medicine, she tells Peter she could live, but […]