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

The New Rules of Selling

More on the transformation of business. Great points to hammer home with the top team.

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
(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

Who should you read? Who should you follow?

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:

Colin Shaw http://www.beyondphilosophy.com/ 
Daniel Pink http://www.danpink.com/
Ed Stalling http://www.maritzresearch.com/
Ernan Roman http://ernanroman.blogspot.co.uk/
Gregory Yankelovich http://piplzchoice.com/
Ian Golding http://ijgolding.com/
Kathy Klotz-Guest http://keepingithuman.com/
Maz Iqbal http://thecustomerblog.co.uk/
Michael Harris http://insightdemand.com/ 
Nate Brown http://communicatebetterblog.com/
Richard Branson http://www.virgin.com/richard-branson/
Seth Godin http://www.sethgodin.com/


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

Moment of Truth at Starbucks

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.” 
http://www.starbucks.com/about-us/company-information/mission-statement

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

Customer Experience definitions

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. 

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.

Process mapping – Journey maps?

Process mapping or 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 need to move beyond the left to right, top to bottom legacy of the industrial age and map the future.

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.

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

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.