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.
If you’ve got call centres you will measure and reward on calls. If on the other hand you have Customer Experience centres, yes you will now be measuring and rewarding based on the customer experience.
Which do you think is the most effective? Which approach will deliver better results for the customer?
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.
Let’s be honest. There are only so many hours in the day and in between eating, loving, sleeping, and pooping there aint much left over. However we all know the stresses and strains of keeping current, being of the moment. Keeping up to-date. It’s a full time task. So when asked at the PEX conference in Sydney in August “how do you do it?”I decided to start a list of the folks I follow.
Usually when grabbing a moment to myself I delve into the minds of others for inspiration.
Here is my list of the dirty dozen (for sharing) from the last 4 weeks:
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.
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.”
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.
There are various definitions of Customer Experience including
“ ‘Customer Experience Management’ represents the discipline, methodology and/or process used to comprehensively manage a customer’s cross-channel exposure, interaction and transaction with a company, product, brand or service.” (Bernd Schmitt 2003)
Customer Experience is how customers perceive their interactions with your company. (Forrester 2010)
Customer Experience is the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. (Gartner 2013)
Customer Experience is the embodiment of a brand, and of each and every interaction between an organisation and a customer. (Cap Gemini 2013)
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. (Wiki 2014)
We take exception with all these definitions.
They do go some of the way to describing an aspect of customer experience, however fall way short in terms of the everyday reality of our digital age. We need a broad view that encompasses all aspects of a customer experience, not just necessarily the encounters and feelings directly experienced by a customer.
We need to get scientific about the customer experience. In this way our newly engineered processes and the complete customer experience can operate at 70-80% lower cost, 50-60% improved customer service and 3-4 times revenue improvements. In our definition of Customer Experience this is referred to as winning the Triple Crown. The concurrent and sustained ability to reduce costs, improve service and grow revenues simultaneously.
Let’s paint a picture – a duck on the mill pond. What the customer sees and feels is the duck on the surface, however a great deal of effort to move the duck takes place out of view, below the surface if you like. That is a fundamental part of the customer experience. So our definition encompasses this idea – “Customer Experience is the collective energy and effort that produces the engineered encounter to provide value and substance to a customer” (Towers/Dodkins 2014). It is an understanding of the complete duck if you like.
Through this definition we can indeed get scientific about the customer experience. For instance to deliver the desired experience we must clearly articulate the cause and effect of work. A simple observation is that all work is ultimately the result of a customer interaction, somewhere, sometime. Another is that of the Successful Customer Outcome (SCO).
We can shape the experience and expectations of customers and formulate measures that go way beyond the legacy production line mindsets. In fact we can better create and modify technologies that support the delivery of the SCO.
Through this engineered understanding we can also contrast the effort currently undertaken and assess its contribution to the SCO. If it doesn’t contribute then potentially stop doing it. In this way our newly engineered processes and the complete customer experience can operate at 70-80% lower cost, 50-60% improved customer service and 3-4 times revenue improvements. In our definition of Customer Experience this is referred to as winning the Triple Crown. The concurrent and sustained ability to reduce costs, improve service and grow revenues simultaneously.
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.
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?
At Zappos (Las Vegas), CEO Tony Hsieh says “our belief is that if you get the culture right, most of the other stuff — like great customer service, or building a great long-term brand, or passionate employees and customers — will happen naturally on its own.”
The leading global corporations understand that the usual strategy mission stuff is not cutting it.
You have to reach further, understand what the real customer needs are and then align everything you do to meeting those needs.
Fundamentally this comes down to the Rewards system. If you are rewarding people for doing dumb stuff then don’t be surprised if they get really smart at doing that stuff really well.
Join me in Las Vegas this month and we will review….. Workshop link
Or, if you can’t make the US then skip to our free online course: www.processmiracle.com
