Category: CEM

Moment of Truth at Starbucks

Starbucks actively manage every single moment of truth to ensure the experience they create is optimal and aligned with the successful customer outcome.

It isn’t some corporate slogan about the customer at the heart, it is literally  


“When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers – even if just for a few moments.” 
http://www.starbucks.com/about-us/company-information/mission-statement

Certified Process Professional Masters (CPP-Master) Program
(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct 27-31, Brisbane Australia Nov 3-7, Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

An internationally recognised program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism.
www.bpgroup.org/certification-by-city.html

Customer Experience Management reduces costs, grows revenue, enhances service and wins the Triple Crown

Impact on Customer Satisfaction and Revenue Growth
If you deliver a great customer experience research* suggests customers will buy from you again – and that is both B2C and B2B.

Impact on cost
Delivering an engineered Customer Experience will reduce costs by identifying work currently undertaken that does not contribute to a Successful Customer Outcome. Elimination of this unnecessary work speeds and streamlines the process. In fact it is about creating, managing and delivering to expectations.


Virgins maxim of “Simple basics with occasional moments of magic”enables their people to deliver consistently with discretion to go the extra mile when necessary.






* Forrester in 2009 used data from nearly 5,000 consumer surveys to examine the correlation between the Customer Experiences delivered by 100+ US firms and customer loyalty. Results across 12 industries showed that good Customer Experience correlates to consumers’ willingness to repurchase, reluctance to switch, and likelihood to recommend firms.

Process mapping – Journey maps?

Process Mapping or Customer Journey Maps? Two sides of the same coin.
The perspectives we share become our reality so we had better make sure the pictures we make convey the truth.

We must move beyond the left-to-right, top to bottom legacy of the industrial age and map the future.

  • Customer Journey Mapping is a subset of Customer Journey Management, which is part of the broader Customer Experience Management.

    Within the CEMMethod, we define Customer Journey Management as:
    The discipline and practice of recognizing the ideal approach to connecting with customers at every phase of their journey to guarantee that they keep progressing through their experience to achieve a Successful Customer Outcome.

That way, we win customer approval, deliver corporate success and keep our people happy.

Certified Process Professional Masters (CPP-Master) Program
(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct 27-31, Brisbane Australia Nov 3-7, Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

An internationally recognised program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism.
www.bpgroup.org/certification-by-city.html

The failure of VoC programs is systemic. VoC lacks a true understanding of real customer needs.
 
Instead of future pacing the customer experience VoC has looked backwards, and at best hears an echo of what customers wanted yesterday.

Amazons tale of Outside-In (or working backwards as Jeff Bezos calls it)

This slide deck is a wonderful illustration of the hard work underway in the Customer Experience arena. Delivered by Pascal Spelier (www.finno.nl) – link with him here – it demonstrates how you connect customer journeys with process transformation.

The same old same old.

Business has changed forever.

If the top team tells the people who are in charge of the coach and horses to make sports cars it isn’t going to work. Don’t be surprised if they deliberately do not understand.

To realize the full benefits of the digital age you need to look at things differently and then do stuff in original ways. You need to see things Outside-In. 

Work in Progress includes Amazon, Southwest Airlines, Emirates, Samsung, Google, Zara.. to name a few. Are you coach and horses, or do you belong with the future?

Enabling customer centric business through process (workshop)

What happens in Vegas stays in Vegas?!
Well I certainly hope not as we host a 3 hour workshop on 29 Sep at Caesars Palace at the The Business Performance Excellence Summit. Attendees will potentially have their opinion and practice of process changed forever with hands-on insights, tools and techniques. I will be sharing some of the content from my upcoming book “High Performance Organizations” and providing 10+ Gb of information as takeaways.

Join me and the team from IQPC to see what will happen in Vegas.
Here’s the skinny of the workshop with links:

Workshop link | Conference link
Classically process activity has focused on improving productivity, efficiency and effectiveness. Methods and approaches have evolved over decades to help organizations streamline, remove waste and standardize processes to great effect. In fact the American economic success story can be attributed to these fine efforts from global companies. However times have changed and we must change with them.

This session will discuss and review some of the ‘new’ approaches and techniques developed in 21st century leading companies from diverse sectors such as aviation, pharmaceutical, retail fashion, technology and banking. We will look at the common ingredients of their success and how using the power of process linked with customer centric strategy and operations produces a winning and sustainable formula suited to the challenges of today and tomorrow.

Delegates will go away with:
• Overview of the ‘new’ methods and approaches
• Three proven techniques to provide immediate cost reductions, revenue improvements and customer satisfaction improvements
• The 101 Guide to linking process to successful customer outcomes
• In addition delegates will gain access to (a) quick guides, (b) videos, (c) case studies and (d) work sheets for immediate use
• Copy of Steve Towers latest book, The High Performance Organization


Workshop link | Conference link

Oh and let’s finish with a Julius Ceasarism (slightly edited)

Customer Experience trumps standardization

A restaurant chain might not be the first place that comes to mind as a hub of innovative thinking–a consequence perhaps of the corporate motherships that standardize everything from the order-taker’s scripted lines to the clamshell boxes presented on abundant plastic trays.

Panera CEO Ron Shaich:
“SOME PEOPLE CONFUSE PANERA 2.0 AS A TECHNOLOGY SOLUTION. IT ISN’T. IT’S A SOLUTION FOR GUEST SATISFACTION.
IT’S ABOUT CHANGING THE GUEST EXPERIENCE.“

Review the full story at: http://bit.ly/CXuseyourloaf

CEMMethod (updated) download new material

I hope you are well. Where has this year gone?

** CEMMethod v. 10 **
As with all these things Customer Experience Management continues to develop as organizations mature and understand better the need to align everything they do to the successful customer outcome. And in the spirit of new boots and pants we have updated the CEMMethod and associated glossary to version ten. Eleven years after its public launch now with 40+ individual techniques and approaches designed to hand hold you through the tricky territory of reframing process Outside-In.

** Updated Training program **
Naturally the training has evolved alongside the latest thinking and practice in the worlds leading organizations, so if you need a refresher talk to us about the very special pricing. If you have colleagues who should adopt the CEMMethod and become qualified business process professionals then join us for three or five day sessions at a venue near you soon.

** CPP Masters program **
Johannesburg, Sydney, Brisbane, Dubai, Denver, Orlando, London, Singapore http://bit.ly/BPGroupCPP

CEMMethod (v10) – download the guide and glossary –https://www.dropbox.com/sh/vqle3vskzekqql2/AADJ9iMtWS-sz1cRO6-d0tuBa?dl=0

Note the links expire January 30, 2015

Ciao
Steve


Certified Process Professional Masters (CPP-Master) Program
(Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

An internationally recognised program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism.www.bpgroup.org/certification-by-city.html