The Customer Experience is the Process – how can you do that?

James Dodkins, CCO BP Group

Marketer’s are fond of segmenting customers by circumstance, for instance, where you live, your age profile and median salary. This approach is very limiting and only provides sparse information on what are the real Needs of the customer. For that we need a little more science and understand those requirements by identifying the successful customer outcome.

This leads us to Categorizing by Need. So for instance a potential customer in the experience of either buying, renting or servicing a car might be ‘tech savvy’ or ‘silver surfer’ or ‘time is money’ people. We can drill down into specific needs and identify how to operate the underpinning workflow systems, necessary interactions, people skills and so on.

We can summarize this into a handy grid we call the Customer Categorization approach (a handy tool created by BP Groups CCO James Dodkins www.jamesdodkins.com)

Naturally you should try this for yourselves and if you want to get professional about it join us on one of our upcoming CPP classes where we discuss, try out and prove 50+ other techniques as part of the CEMMethod™ approach. You will go away with a working template of how to deliver customer centricity and outside-in for you and your organization.

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16
http://www.bpgroup.org/book-class.html

An internationally recognized 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
http://www.bpgroup.org/book-class.html

6 Tips for Understanding Customer Needs (with 4 min video and Guide)

Get your hands on SCO’s. What are they? How can they help?

Need a handy Guide (13 pages)?
Download the SCO101 : http://bit.ly/SCO101

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html

Become a qualified CPP-Master and demonstrate your professionalismhttp://www.bpgroup.org/book-class.html

Say what you do, do what you say

Managing customer expectations and creating the experience to deliver it makes good sense.

Why is it then almost an after-thought for most large corporates? At best it seems happen chance.

The way to success is to put the effort into creating successful customer outcomes (SCO) and then managing customers expectations to them.

Craft the associated experience and ensure all the interactions (external and internal) contribute to this SCO.

Another perspective? See http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-truth.html

Certified Process Professional Masters (CPP-Master) Program

(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

Understanding Customer Needs

You have to understand the Customer Need and work backwards into the organisation to ensure everything you do aligns to that need.

And that is not about asking customers what they want – you have to understand the need even when the customer doesn’t know it themselves. Until Apple invented the iPhone 3 none of us knew we needed it.

We call this thinking and the resulting actions Outside-In.

Certified Process Professional Masters (CPP-Master) Program

(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

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

You cannot manage the future by micro managing the past

How much do you need to know to know you know you know enough?
There is an industry out there which encourages detailed analysis of the past to understand the future. It didn’t work then, it doesn’t work now.

Stories of generals fighting the last war are legion. So don’t become a victim of Analysis Paralysis.

Certified Process Professional Masters (CPP-Master) Program

(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

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

Customer Experience through a looking glass

Ten points for who said ‘a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.’ (answers on a postcard please)

It has to be a Research company who may just want to add to the current customer experience hype with a review of what worked in the past. However we are living in a new age of customer liberation. Nothing like this has been witnessed before (well perhaps the Gutenberg press has a parallel impact – see here) and so drawing comparisons with a couple of decades ago really misses the point? Or am I completely wrong and we should just focus on Lean, Six Sigma and industrialization to help us understand customers better?

My take from a recent Process Excellence conference (PEX) on how we all need to shift our perspective Outside-In.

When you say End to End what do YOU mean?

Nearly four years ago this question roused us all from our slumbers and continues to trouble many. Over on Linked In you can browse the various (and sometimes quite alarming) perspectives from noted to thinkers and leaders. Feel free to chip in and we will shortly summarise the key points for all to share 🙂

Review the story so far and join the debate at: http://lnkd.in/bvMTRXs

It is Needs not wants, stupid.

The critical step in improving customer understanding is to stop asking questions. Instead listen to the customer’s opinions, perceptions and expectations.

Enter a Disney theme park and you will be greeted by courteous cast members (road sweeps, characters, security personnel) who politely listen, understand and act on the questions customers ask.

Using a structured approach cast members guide a dialogue to elicit customers needs, identify actions and develop a plan in less than 30 seconds. In fact, they can articulate customers needs even when customers themselves don’t know them.

So let’s get scientific about the customer experience and scrap those dumb surveys that are subjective, self-selecting and geared to understanding wants.

Join us and upskill to Customer Experience and Process Excellence in a city near you soon… Johannesburg, London, Dubai, Denver, Washington DC, Sydney

Just some of the qualified and accredited Coaches helping their organizations transform to Customer-Centric and Outside-In success.You can review their credentials here.

Start trusting people (it works)

Rather than trying to prevent all errors, we should assume, as is almost always the case, that our people’s intentions are good and that they want to solve problems.

From Creativity, Inc. by Ed Catmull

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

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

Category: SCO

The Customer Experience is the Process – how can you do that?

6 Tips for Understanding Customer Needs (with 4 min video and Guide)

Get your hands on SCO’s. What are they? How can they help?

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Say what you do, do what you say

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Customer Experience through a looking glass

When you say End to End what do YOU mean?

It is Needs not wants, stupid.

Start trusting people (it works)