The Customer Experience is the Process. What does that really mean and how can that help us reduce costs, grow revenues and improve the customer delivery (at the same time). In this first short presentation James Dodkins (BP Groups Chief Customer Officer) provides us with an understanding.
Category: Customer Experience
Six Sigma on Steroids – Keynote from PEX
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 mindset, 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 the overview.
Over the following weeks we will delve into each area and I will provide examples and case studies of each aspect of this Copernican shift.
| The Focus has shifted from Inside-Out to Outside-In | |||
| Industrial/Information Age | Customer Age | ||
| People | Silo’s | Multi functional | |
| Specialist | Multi skilled | ||
| Isolated | Relationships | ||
| Awards – Time served | Awards – Value Created | ||
| Autocratic | Dynamic (to suit the needs) | ||
| Processes | Doing things right | Doing the right things and doing things right | |
| Manufacturing mindset | Customer Experience | ||
| Tasks/Activities and Outputs | Outcomes and SCO’s | ||
| Stocks | Flows | ||
| Products | Services | ||
| Left to Right, Top to Bottom | Customer Centric | ||
| IT | Algorithmic | Heuristic | |
| Hierarchical | Hyperlinked | ||
| Analytical | Understanding | ||
| Ownership | Access | ||
| Strategy | Top Down | Inclusive | |
| Structured and Rigid eg 5 yr plans | Agile and Adaptive | ||
| Tablets of stone | Continual Alignment to SCO’s | ||
| Market/product focus | Customer/expectation focus | ||
| Customers | Uninformed | Prosumer | |
| Loyal | Promiscuous | ||
| Forgiving | Rebellious | ||
| Locked-In | Demand Flexibility | ||
| Compliant and managed | High Expectations and fickle | ||
| Single channel | Multi channel | ||
| (c) 2012 Steve Towers | |||
Next week we’ll start by reviewing the Customer Aspect
Join us at IT Web South Africa http://bit.ly/AfricaSixSigmaOnSteroids
Join us at PEX Week London http://bit.ly/PEXLondon2012
Join us at the CPP Master Class London http://londonmasters2012-estw.eventbrite.com
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 for Process people throughout Africa.
Highly recommended for any conference the next in the global series Europe with London in April. You can review that event here: http://bit.ly/PEXLondon2012
The following is Steve Towers presentation which examines how some organisations seem to defy the recession and achieve ongoing success for their customers, employees and shareholders.
It looks like magic until you know the trick!
Steve towers process excellence _africa_2012_cape_town
View more presentations from Steve Towers.
Reduce Costs – Improve Revenue – Enhance Service simultaneously
From the PEX Network event in Florida, January 2012. Ten minutes 🙂
You have the Power to change the world (and that aint no cliche)
Helping people to see the possibilities and getting them there isn’t a part time task.
In our training, coaching and consultancy we encourage Certified Process Professionals and CPP Masters to relate this message of transformation in a constructive practical way. It is what makes the difference when you are doing it in your organisations for real.
Part of my personal inspiration comes from someone who relates ideas phenomenally well, and gives us the means to do it ourselves.
That person – Nancy Duarte.
This ten minute video will, if you give yourself permission, change the way you relate your ideas and create success forever.