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

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 professionalismhttp://www.bpgroup.org/book-class.html

Customer Journey maps v. Process modeling

As good as journey maps can be?

We all need a better picture, one that represents both the outside and the in. A representation that brings a clear view of the customer, their interactions and the resulting internal dialogue across people, systems, process and rules. That is what we have here. Something new. Something shiny. And…. something proven.

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

Customer Experience – what is it?

Now, unless you are German turn off the volume.
The pictures will tell you everything you need to know 🙂

Gets the point across nicely. Good work from Frederic Monard.

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

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

What you measure is what you get. Stop measuring dumb stuff!

What you measure is what you get.

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

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

Customer Experience Management reduces costs, grows revenue, enhances service and wins the Triple Crown

Impact on Customer Satisfaction and Revenue Growth

If you deliver a great customer experience research* suggests customers will buy from you again – and that is both B2C and B2B.

Impact on cost

Delivering an engineered Customer Experience will reduce costs by identifying work currently undertaken that does not contribute to a Successful Customer Outcome. Elimination of this unnecessary work speeds and streamlines the process. In fact it is about creating, managing and delivering to expectations.

Virgins maxim of “Simple basics with occasional moments of magic”enables their people to deliver consistently with discretion to go the extra mile when necessary.

* Forrester in 2009 used data from nearly 5,000 consumer surveys to examine the correlation between the Customer Experiences delivered by 100+ US firms and customer loyalty. Results across 12 industries showed that good Customer Experience correlates to consumers’ willingness to repurchase, reluctance to switch, and likelihood to recommend firms.

The failure of VoC programs is systemic. VoC lacks a true understanding of real customer needs.

Instead of future pacing the customer experience VoC has looked backwards, and at best hears an echo of what customers wanted yesterday.

A compelling Customer Experience

You have got to get inside your customers heads.

Understand their needs (even when they don’t know them) and gain insight for the future.

This way you will build, deliver and sustain a compelling experience.

Category: Successful Customer Outcomes