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

The power of Thankyou – 8 million times over

Do you trust your bank or would rather use a mattress for your hard earned dosh? Here’s one financial company going the extra mile to say thank you to some of their well deserved customers. How to turn a Moment of Truth into the Moment of Magic! #TDThanksYou

It looks like this is a trend in Canada – remember the Westjet Christmas giveaway? That is topping 36 million hits now. The TD Trust video has chalked up 8 million views in a little over a week.
Wow. Go enjoy people being thanked – it is a cutie.

Down-Under is tops at Outside-In

Sydney is a beautiful place slightly tempered this week by the near record breaking cold nights. Well it is winter after all and the days warmth more than compensated for the chill mornings. 
We also experienced another excellent  programme in North Ryde, qualifying another 15 Certified Process Professionals (CPP’s). An intense three days embracing case studies, videos, toolkits and presentations culminated in the certificate presentation. 

Congratulations to one and all.

Welcome to the CPP fold (l to r): Jonathan Chan, Eddie Kivijian, Steve Connelly, Daniel Musumeci, Diane Ingold, Winnie Mujunen, Bernadette Abanador, Anne Gregory, Leonardo Caceres, Shannon Cunneen, Anne Phibbs, Deb Samuels, Mark Tyas, Kate Field,  Jim Tzikas (not in picture).

The next Australia Open sessions are in few weeks time in Sydney (the 13th Masters) and Brisbane (the 10th Masters) – see http://www.bpgroup.org/certification-by-city.html for more information.

Navy Seals, Stress and Success

We are all potential victims of stress. The big project, the presentation to senior management, the delivery of a plan. In many ways we become our own victims and arrive at the anointed moment in no fit state at all.  In my NLP* practice, and especially in the context of the wonderful guys at NLP Comprehensive in Colorado I am reposting this very apt piece which talks precisely to how the US Navy Seals cope with stress (and make it their friend) to achieve amazing things literally under fire.

If you would like to extend your skills into NLP and the latest brain sciences then I strongly recommend the guys in the Rockies at NLP Comprehensive –  http://www.nlpco.com

Navy Seal Toughness

Tom Hoobyar

This is about using NLP to control stress reactions, and I’m going to use new research from our toughest military training as an example of what’s possible.

Our U.S. Navy SEALs have the reputation of being the best commandos ever created. A Navy SEAL is someone who has survived the most challenging military training in the world.

SEAL stands for Sea, Air, and Land fighting, and these guys do it all, from swimming underwater to jumping out of airplanes.

Those who pass the training demonstrate an almost superhuman ability to keep functioning in very stressful situations. In other words, they can keep functioning effectively when a normal person would be totally controlled by their primitive fight, flight or freeze reactions.

Like where things are blowing up and people are shooting at you.

What has this to do with NLP? Let me give you some background and then I’ll tell you how NLP can be super-useful here.

But first I have to tell you about a problem the Navy had. You see, the selection process for SEAL candidates was tough. But even when they had a batch of super qualified prospects, they were losing over 75% of them during the first weeks of training.

This is a very expensive situation. Navy psychologists looked at the failures and found something interesting.

The prospects who failed didn’t lack physical ability. Even though the training ordeals were extreme the candidates were able to do the job.

Nope, it wasn’t muscles – it was mental. And that’s interesting because the average SEAL I.Q. is way above the military norm and many of them have graduate degrees.

The ones who “washed out” didn’t control their instinctive reactions to stress. They simply froze or folded when the challenges got too demanding.

Mental toughness. That’s what the Navy decided to research, so they could keep more of these well-qualified candidates. Learning how to use their “software” to control their bodies’ “hardware”.

Clearly, intelligent people get scared too. Maybe it’s even a mark of thoughtful people, but fortunately smart people can learn more self-management also.

The SEAL Command Psychologist, Commander Eric Potterat, listed four key mental techniques that are now being taught to SEAL candidates. He found that these mental techniques can be taught to any willing person and they would increase an individual’s performance under stress levels where most of us would just shut down.

The “mental toughness” program was so effective that it increased the Navy SEAL pass rate by over one third.

These skills are now being taught to college students facing exams, fighter pilots, and key executives in some companies.
 

Here are the “Big Four” mental skills taught to Navy SEALs:

 
1) Goal-setting. I don’t mean “what are you going to do with your life”. I mean, “How are you going to get through the next half hour”? Turns out that this kind of close-focused goal-setting is a key to peak performance anywhere. It doesn’t matter whether a person is on a stage, in an athletic competition, or in the middle of a fire-fight. It is simple, and proven. One major way to combat stress is to NARROW YOUR FOCUS to the immediate future.


NLP skills can really enrich this technique. Just focus on what the next phase of your work will need from you – maybe just the next few minutes – and zoom in on that.

2) Mental rehearsal, or Visualization. How often do you imagine success doing something you may be anxious about? Take a moment now, and give this a try. See what it will be like when you do that thing successfully and easily. Notice how your body feels and what you hear and smell. Do this over and over again and you are providing your brain with extra experience of success.

Does this sound like an elemental NLP process? You bet. Besides increasing the SEAL graduation rate, one report I read said this simple technique raised nervous college test-takers’ GRE scores by over 150 points.

3) Take Charge of Your Self Talk. We are constantly talking to ourselves, at a rate that is many times the speed of normal speech. So when you notice something negative say “Stop!” or “Cancel!” and then create your own “cheering section” to be your encouraging chorus. Have them (or your own voice, whatever works) say “You can do it” – “This is easy!” “Forget that glitch – focus on the next one!”

Again, this is something we’ve done dozens of times in our NLP training. Now you get to use it in life.

4) Arousal Control. This skill is used to calm the physical symptoms of a panic response. You know, the sinking feeling in the pit of your stomach, sudden cold sweats or hot spells.

You control this response with deliberate breathing.

You know your primitive brain will trigger reactions that might be useful for escaping a hungry bear, but not so useful when you’re trying to talk with your boss, negotiate through traffic, or working through a family debate.

So, INHALE DEEPLY (for a count of six), hold it for a count of two, then exhale for a count of six, emptying your lungs. Do this three times.

Practice this anytime during the day. It will become your instant stress control and will lower your blood pressure and flood your brain with oxygen, increasing your ability to think and react thoughtfully.

Give this “Big Four” skills a try – and you may find that you’re becoming more resilient and a little bit more of a “fearless warrior” in your personal life.

Seeya,
Tom Hoobyar

Footnote: Tom passed to a higher life in September 2013 – read of his enormous contribution to the universe.
* What is NLP?
“Neuro-Linguistic Programming (NLP) is a powerful system of thinking that can accelerate the achievement of your personal and professional goals …Some of my favorite trainers are…Steve Andreas and the folks at NLP Comprehensive in Colorado.” — Jack Canfield, The Success Principles, p 448

The illusion of Process Modeling

The way we model process from the organizations perspective is a big part of the problem
If you think of the world as a production line you may be trapped by the conventions of industrial age thinking and practice. Most process and business models represent the flow of work and information NOT the actual customer experience. Worse than the model we then automate it. This Inside-out perspective explains the demise of so many previously successful 20thcentury organizations  – Kodak, Nokia, Blockbuster, Blackberry to name just four. What used to work failed them as the customer became promiscuous, choosey, rebellious and ultimately the decision maker as to whether a business succeeds or not by simply voting with their feet. 
Ultimately the way you do business is determined by business processes, the technology that supports the processes and the skills of your people in delivering successful customer outcomes (sco’s).
If the pictures you create do not reflect the achievement and contribution towards the sco you wlll fail also.
So we need to better model reality. Warts and all. We should see the process for what is – a customer experience and understand it accordingly. That then reveals a treasure trove of possibilities for improvement, innovation and future success. Ironically the modeling purists observe this type of mapping looks very messy, and you know they are right. 
If it looks a mess it is because… it is a mess!
 So now we have a better fix on reality, both from the customers viewpoint and all the real stuff (not sunny day scenario) that is going on within on company. How do we move from this to a process that delivers the triple crown – lower costs, better service, growing revenues? That is our next piece…

Ciao,
Steve
 

Customer Experience and Outside-In

In a recent article we covered McKinsey’s take on Outside-In. This time let’s look at a practical toolkit that can help you define any process, set of activities, or indeed enterprise in terms of the Customer Experience.

Our guidance ultimately links every task and activity in the organization with a Successful Customer Outcome. The Customer Experience is therefore the sum of all interactions; both those seen by the customer and those taking place backstage.

Customer Experiences should ultimately be designed and controlled for the mutual benefit of the customer and the organization.

Reflecting on his success – a Virgin still?

This video from a few years ago captures both the man and the moment.

He goes from strength to strength and this quote epitomizes his credo “I believe that drudgery and clock-watching are a terrible betrayal of that universal, inborn entrepreneurial spirit.”

Rock on Richard, carry on challenging and changing. At the end of the day it is the customer who wins because of you.