Promising Outcomes can trace its roots to the Service Quality research published by the Marketing Science Institute in the 1980s. Promising Outcomes co-founder, Bill Fonvielle, was inspired to create a set of methods and research tools that represented a revolutionary model for accurately pinpointing customer expectations and measuring the success of the customer – vendor relationships.
Most notable was his finding that about 70% of the time when a customer switches from one supplier to another, the most immediate cause is a defect in service quality. In other words, most brand-switching is the result of a breakdown in the relationship (which usually contained a mix of human and business/process related elements)
As this new measurement approach began to be used in multiple business relationship scenarios, it became clear that getting at expectations as a way of resetting relationships and directing corrective action was consistently more effective in getting to the heart of the matter much faster than other methods.
As technological advancements started to make the research process much easier, Fonvielle joined with his old friend and colleague Rowan Jackson with the aim of bringing a unique suite of expectations-based offerings to the business world. After partnering with a few colleagues who passed the “high skills/no jerks” selection criteria (yes – it was a thing!), Promising Outcomes was formed in 2009, and we honed our offerings around the 6 key relationships that business success or failure repeatedly revolved around;
Combining the research and diagnostics with organisational/human behaviour, change facilitation and coaching brought ground breaking insights to life, creating a transformative impact that enabled strategic, financial, and human rewards. Now, unlike many of the methods offered today, our rigorous yet user friendly offerings reveal the truth of your key business relationships, and help you make astounding improvements in the areas that make the most impact.