Category: process excellence

Outside In from Forrester Research

OUTSIDE IN is the new book from by Forrester Research analysts Harley Manning and Kerry Bodine.
If you can get passed the normal consultancy hyperbole and Americanisms this book promises to provide some interesting information in furthering the cause of Outside In.
Naturally take with a pinch of salt the offers for speeches and presentations from Research Analysts (great stuff but I would rather have the people who have really done this stuff rather than just researched it!) you can review the 80 case studies.

Take away nuggets like “Aim to make it effortless for your customers” Phil Beinart, AT&T and “82% of customers stop doing business with an organisation as a result of negative experience”. The latter leaves me to believe those customers who don’t leave are either very lazy or penalised punitively for trying.

Now as I say don’t let my irony fool you… you review the preview and then order the book from this link. Enjoy! http://bit.ly/OutsideInForrester

Blurb for Forrester:
Based on 14 years of research by the customer experience leaders at Forrester Research, OUTSIDE IN offers a complete road map to attaining the experience advantage. You’ll see how the roots of customer experience success or failure lie deep within your company, not just with customer-facing employees. And you’ll learn about the six disciplines that customer experience leaders must master: Strategy, Customer Understanding, Design, Measurement, Governance, and Culture. With dozens of diverse case studies from around the world, OUTSIDE IN is the one resource you need to turn a focus on customer experience into growth and profit.

For qualification using the CEMMethod® (2006) http://www.bpgroup.org/certification-by-city.html

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!