Steve Towers

In praise of the Customer focused organization (and the best at what they do!)

When is a good business model a really good business model? When (perhaps) … the customers keep coming back for more (76 million per year)? … you are consistently outperforming you industry rivals (record breaking profits in Q1 2012)? … the shareholder value is growing…

The difference between Inside-out and Outside-In thinking – part 2

Economics of the 18th century won't help now. Growing revenues through client acquisition and increasing product complexity can no longer sustain growth. PromiscuousCustomers have become promiscuous and see little to encourage them to stay with one vendor rather than another. In fact many customer relationships...

The difference between Inside-out and Outside-In thinking.

A couple of weeks ago we started our look at the difference between Inside-out and Outside-In thinking. If we scoot to the bottom of the table.... and let's start with the review of changes to customers Industrial/Information Age Customer Age People Silo's Multi functional Specialist…

The Focus has shifted from Inside-Out to Outside-In

I am frequently asked to summarise the difference between the inside-out industrial/information age mindeset, and that of Outside-In (think Apple, Google, Zara, Zappos, Emirates etc.) thinking and practice. So here to answer that request (and from a section in my upcoming new book) is...

Motivation and the 21st century difference

More on the shift to Outside-In described very effectively by Dan Pink discussing how inside-out motivational ideas (carrot and stick) have ceased to work. Watch and then ask yourself the question - how does my company motivate me?

Great illustraton of Outside-In thinking and practice.

Jeff Bezos provides his viewpoint.. ."I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers. Many companies sort of look at what their skills are and they work forward from their skills. They say this...

Process Excellence in Africa – keynote presentation

The second global Process Excellence conference completed this week in Cape Town, South Africa. The IQPC team are noted for their organisation and excellent speaker profiles and this event was a great example of the very latest thinking, in depth technical reviews and guidance...

If Outside-In aka Customer Centricity is so Obvious…

Outside-In is clearly the way for the worlds top companies (see David Mottersheads blog at http://www.outsideinconsulting.com.au/outside-in-blog.html) and reflecting on the commentary by Hank Barnes in "Customer Experience Challenges: Why Maintaining an Outside-in Approach is Tougher than it Seems" the answer as to why the masses…

Process Excellence & BPM State of the Industry

Process Excellence & BPM State of the Industry Keynote View more presentations from stowers

Great illustraton of Outside-In thinking and practice. Jeff Bezos provides his viewpoint..

"I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers. Many companies sort of look at what their skills are and they work forward from their skills. They say this is what we're good...

Back to the Future… 1996 are you listening?

October, 1996 - Re-engineering - Middle Managers are the Key Asset By Steve Towers, used with permission (Thanks, Steve!) Tips for Success as a Middle Manager There are a number of individual and organizational actions that lead to...

Apple v. Amazon – Two Outside-In behemoths slug it out

Both organisations are VERY successful and represent the embodiment of Outside-In: Steve Jobs "the Customer Experience is the process", and Jeff Bezos "..rather than ask what are we good at and what else we can do with that skill, you ask who are our customers?...

Are you in control of your processes (or is someone else?)

We are considering these questions: Are your processes reactive or proactive? Do you exercise control through process, or is the process managing you? What role does the customer play in your processes – passive onlooker or active participant? Do you have a plan for maturing...

The Secret of the 21st century leading companies

The title of the book last year suggested that the 'secret' was a relentless focus on Outside-In thinking and practice. Let's dig deeper and understand the essence of Outside-In, in other words let's unfold what makes the secret so profound, practical and accessible by...

The Road to Hell is Paved with good intentions

This series of commentary is addressing the challenges faced by Certified Process Professionals® as they progress their organisations Outside-In. We start with what is now a classic denial strategy and will progress over the coming weeks to review TEN (sometimes deliberate) misconceptions that seek to...

Best Buy is a poster boy of Outside-In, Are they done yet?

Although Best Buy gets its fair share of customer complaints online, it responds to them in a different way due to its Outside-In philosophy. Take Twelpforce. This system lets Best Buy employees see and respond to Best Buy-related issues that Twitter uses express, and...

The convergence of BPM, Enterprise Architecture and Customer alignment

If you are new to this debate you might want to join EA Connections, chaired by Steve Melville who penned the following words.... Your value proposition sets expectations with potential customers. The more compelling your value proposition, the larger the pool of potentially interested customers...

Part 4 of 4: There are four distinctly Outside-In ways that you can rethink...

The previous three articles in this four part theme we reviewed 'Understand and applying Process diagnostics', the 'Successful Customer Outcome' and 'Reframing Process for an Outside-In world'. Now finally we move our attention to the fourth way we can rethink process forever. Rethinking the Business...

Leaning to Outside In …

“Not everything old is bad and antiquated and not everything new is shiny and good. The real secret to success is to combine the best of both.” Rene Carayol,  Senior Executive & Former Board Member for Pepsi, Marks &...

New Posts