Outside‑In: The Method That Delivers the Triple Crown
Part 1 — The Problem No One Wanted to Admit
In the mid‑2000s, organisations were “improving” themselves into irrelevance.
Six Sigma. Lean. TQM.
All powerful in their own right — but most were being applied inside‑out.
Processes were getting faster, cheaper, and more controlled…
…while customers were still frustrated, loyalty was slipping, and growth was stalling.
We were measuring the wrong things. We were optimising for ourselves, not for the people who pay the bills.
That’s when the first breakthrough came:
📖Customer Expectation Management — Success Without Exception (2006)
It planted the seed for a radical shift: Outside‑In thinking.
Instead of asking, “How do we make our process better?”, we started asking:
- “What is the customer trying to achieve?”
- “What does success look like for them?”
And that’s when the results started to change.
Cliffhanger:
In Part 2, I’ll share how this thinking evolved into a repeatable method — and why it started delivering the Triple Crown faster than anyone thought possible.
CEMMethod® Coaching & Counselling
GETTING MORE SCIENTIFIC ABOUT THE CUSTOMER EXPERIENCE
The CEMMethod® is an
incredible approach that delivers Three
Simultaneous benefits for employees,
companies and customers
📉 Lower Costs 📈Higher Revenues
and 🏆Improved Service
aka The Triple Crown 👑👑👑
Learn more about upcoming training
featuring the CEMMethod here.
How does the CEMMethod do this?
Unlocking success begins with an outside-in perspective—one that places customer needs and experiences at the forefront, transcending internal processes and efficiency.
This approach revolves around understanding the Key Customer Outcomes (KCOS) and harmonizing every facet of the organization to deliver these outcomes. With each decision and action, we propel both business and customer success forward!
Let's explore...
Just some of our customers
The CEMMethod is completely scalable from single processes and experiences to enterprise wide transformation. You can work with your partners and value chains to completely realign entire industries!
Learn more about upcoming courses featuring the CEMMethod here.
Unique and Practical
Hands-On approach
Guided by the Accredited CX Mentor & Certified Process Professionals CEMMethod™ workshops enable participants to identify and implement rapid pragmatic transformation of customer experiences and associated processes.
60+ techniques
Align - Optimize - Innovate - Perform - Integrate with a comprehensive portfolio of techniques and approaches suited to all circumstances.
Develop rigorous dashboards focused Outside-In.
Access CEMMethod® in action videos with supporting documents and guidelines with Tips and Tricks for innovation and integration with existing approaches such as Lean Six Sigma
THE CEMMETHOD®, combined with technologies such as AI, Digitization and Machine Learning, can lead to significant Cost reductions and Revenue Growth.
The CEMMETHOD® includes tools like THE SUCCESSFUL CUSTOMER OUTCOME CANVAS (SCOC) and the OUTSIDE-IN STRATEGIC MATRIX (OISM) to help identify and prioritize Key Customer Outcomes (KCOs) to help organizations transform their business.
Three FRAMEWORKS to Understand Customer Needs
- Customer Categorisation (CCAT)
Move beyond segmentation by circumstance to categorisation by Need - Successful Customer Outcome Canvas (SCOC)
Identify Needs in relation to the Outcomes that deliver success - North Start Alignment Template (NSAT)
Relate Needs and Outcomes to Individual, Team and Organisational objectives
GETTING MORE SCIENTIFIC ABOUT THE CUSTOMER EXPERIENCE
Version 15 of the CEMMethod™ integrates the latest learning and techniques from the world's leading Outside-In companies in easy to access and assimilate step by step guides.
Review many Testimonials here.
Who We Are
The BPG was established in 1992 and luanched CEMMethod v.1 in 2006. Now in Version 15 it features the codified best practices of the world's leading CX and Business Transformation companies.
Licensed in 137 countries with more than 150K qualified professionals. The network is supported by licensed coaches, consultants and partners. Visit the BPG site to see just some of the partners who train and implement the CEMMethod.
Discover the courses and coaching with the embedded CEMMethod.
Online or at a city near you soon.
LIVE & INTERACTIVE
👉🏽 ACX Professional® - Online 2 days
🥇 ACX Master® - Online 4 days
🚀 CPP Master® - Online 4 days
🌍 Dubai ACXM/CPPM
🌍 London ACXM/CPPM
🌎 Denver ACXM/CPPM
🌎 Online ACXM/CPPM
👯👯🧑🤝🧑 Also visit the BPG partners for their dates & locations.
🏨 Inhouse & Customized options: Enquire here.
