What are Moments of Truth?

Since the days of Richard Normann, the guy who invented the business term ‘Moments of Truth’ and Jan Carlzon’s book in 1989, the business world has interpreted Moments of Truth in several ways.

Jan Carlzon’s 1989 book ‘Moments of Truth’ socialised Richard Normann’s concept.

I have also published many articles and conference keynotes (see the MOT primer below) reviewing the continued evolution of this interesting concept.

Definitions

My interpretation and application of Moments of Truth revolve around three themes:

a. What is a Moment of Truth?

A Moment of Truth is any interaction with the customer within the Customer Experience – first discussed in my 1994 book ‘Business Process Reengineering – A Senior Executives Guide’

b. Moments of Truth are the cause of all work.

First discussed back in 2009 the idea that all work an organization undertakes is, at a fundamental level, caused by Moments of Truth. In principle, everything a company does can and should be linked to a Moment of Truth.

We harness and make real this design principle using the Customer Performance Landscape. Connecting the dots from everything to the Cause of all work – The Moment of Truth.

c. The Moment of Truth for any organization is…

At a practical level organizations need to chunk down their approach to fixing and innovating Moments of Truth. CEO of Denver based ‘The Experience Manager’

Doug Bell, CEO The Experience Manager

Doug Bell says “A Moment of Truth is an interaction that contributes to the production of a successful customer outcome. It either does or it doesn’t. To ensure outside in, you need to look through the Successful Customer Outcome lens.”

Managing Moments of Truth

Enlightened ‘Outside-In’ organizations actively embrace Moment of Truth Management as an essential strategic and operational necessity to deliver engineered Customer Experiences. How so?

a. Designing for Moments of Truth – The Design-Implementation Gap

Early efforts were geared around designing optimal Moments of Truth, however, simply mapping customer journeys has never been enough. It is one thing agreeing on what a future state customer journey should be, it is entirely another implementing it. This Design-Implementation gap is precisely what kills the majority of Customer Experience initiatives.

b. Implementing optimized Moments of Truth

Successful deployment of innovated Moments of Truth is key to delivering optimal Customer Experiences. The most practical immediate results are focused on rapid roll out across a key experience and using the success of that to validate rolling out smoothly across the organization. Establishing ownership, accountability, metrics, controls and improvement paths are part of this discipline.

c. Operationalizing Moments of Truth

Once Moments of Truth have been designed, innovated and implemented into recrafted customer experiences they need to be actively managed ‘in the moment’ and shared. Every Moment of Truth should feed to a corporate dashboard, with real-time data showing the performance of that MOT and its associated experiences. If things go wrong the owner should be able to ‘course correct’ and real-time monitor the customer experience delivery.

Imagine a world without customer satisfaction surveys, no need for Net Promoter Scores, no focus groups, and no mystery shopping because you will know how 100% of interactions are performing 100% of the time.

Control and Action combined

The C suite and leaders will now have a clear line of sight into every corner of the organization and across the enterprise landscape REAL TIME. One version of the data truth (and not all those departmental/divisional versions of reality).

The need for retrospective action evaporates. Immediate and laser-focused control can be maintained delivering simultaneously enhanced service, lower costs, higher revenues, improved compliance and uber motivated employees.

What’s next?

In my next piece I will demonstrate how this can be done immediately. If you can’t wait for that ping me and let’s talk the how, now



MOT primer…

Steve Towers
https://www.linkedin.com/in/stevetowers/

Richard Normann – creator of the Moments of Truth concept:
https://en.wikipedia.org/wiki/Richard_Normann

Jan Carlzon – author ‘Moments of Truth’
https://en.wikipedia.org/wiki/Jan_Carlzon

Doug Bell – CEO of The Experience Manager
‘The Moments of Truth Management System’
https://www.linkedin.com/in/dhbell/

Moments of Truth 2009
https://www.slideshare.net/stowers/moments-of-truth-perth2009

That Kodak Moment of Truth
https://www.processexcellencenetwork.com/innovation/columns/4-lessons-from-the-kodak-moment-of-truth

** Just published **
Mitch Belsley 2019 – Get Scientific about Managing Moments of Truth
http://customerthink.com/get-scientific-about-managing-moments-of-truth/

The Ten Commandments of Customer Experience (updated)

It is good to have a guide in life. Many of us share political creeds, religious beliefs and codes of honor to guide our decision making.
Wouldn’t it be crazy good to have the same for the doctrine of Customer Experience?
When I co-authored the best selling book “CEM Success without Exception” back in 2006 Customer Experience Management was in its infancy.

Now thirteen years later we have the accumulated wisdom of the giants of Customer Experience Management, proof that focus on Successful Customer Outcomes, Outside-In and working backwards are fundamental to becoming a winning organization.

It is with these thoughts in mind and the worthy experience of many that I set pen to paper to craft these tenets as guidelines for all of us seeking to maximise our deployment of Customer Experience Management.

1. Customers are first, front and center for everything.

Understanding that all the work an organization undertakes ultimately stems from a customer interaction is key. Work to engineer every experience to the optimum.

2. Listen to the questions customers ask you.

Resist the subjective ‘voice of customer’ surveys (they are biased and unrepresentative) and focus on understanding and articulating needs – the Needs of the Customer.

3. Stop selling and let people buy.

Customers are now prosumers and most know what they want and how to get it. You will not win them if you force sell; in fact, you will make enemies of them.

4. Map the Complete Experience.

Connecting the dots across every interaction, inside and out, to ensure everything is aligned

This is both the stuff the customer sees (the customer journey and the brand promise) and the work that takes place across the rest of the organization to support all interactions. Combine those the Employee Experience and the Customer Experience you are nearing the Complete Experience; these are not separate things but should be viewed through the same lens.

The CEMMethod.com can help you in seeing the Complete Experience. 

See also 6 step ‘Duck Theory’ videos: http://bit.ly/DuckTheoryJames

5. Create your brand and be the brand you create.

Customers develop trust when you say what’ll you do, and then do what you say. Conversely, do not project yourself as something you are not.

6. Be consistent and truthful across all your channels.

Customers will interact in ways and times that suit them, so ensure you keep a coherent message across all experiences.

7. Act on People liking people.

Do not hide behind automation, whether that is voice systems, web interactions or even text messaging. The most intimate relationships are formed with people, not computers.

Keep in front of the song.

8. Creating memorable experiences requires anticipation and coordination.

Fix problems before they happen, and when problems do arise (they will) pull out the stops to put things right.

9. Design every customer experience for the category of customer.

You should never ever treat all customers in the same way. Personalization and direct communication are proven winners in an era of standardization.

10. Employees are your first customers.

Happy Employees Create Happy Customers who come back for more, thus pleasing shareholders

If they ain’t happy your paying customers won’t be either. Treat your people well and let them know they are the most critical part of the brand and the complete customer experience.

​”Let’s not beat around the bush… Customer experience is the new battleground. 
At The Experience Manager,  BP Group, and Rockstar.cx 
we know the art of this new war. 
We have the tools, the technology and the strategies to remorselessly create victories for our clients as we build a more customer-centric world, one experience and one enterprise at a time”.

Steve Towers


Join us for Complete Experience Management with coaching, training, consultancy and Certification at www.bpgroup.org 

Upcoming Open classes:
Johannesburg: https://joburgacxsep2019.eventbrite.com
Denver: https://denveracxcppm2019.eventbrite.com
Dubai: https://dubaiacxm_2019.eventbrite.com
Los Angeles: https://acxm_losangeles_2019.eventbrite.com
Washington DC: https://championsindc.eventbrite.com

CX Ecosystem:

https://www.theexperiencemanager.com

Fantastic keynotes:
https://www.rockstar.cx


Your definition of CX is wrong…

And the controversy continues… is this the one that will really upset some people?

To learn how others shape their Total Experience on behalf of customers, employees, stakeholders and shareholders join us at one of these venues soon…

Denver: https://denversummermasters.eventbrite.com

London: https://londonacxm2019.eventbrite.com

Johannesburg: https://joburg_44th_cppm.eventbrite.com

Dubai: https://dubaiacxm_2019.eventbrite.com

Do you have a CX Vision?

James Dodkins aka CX Rockstar shares with us the essential need for a CX Vision. Touching on strategy, innovation and customer needs this is required viewing for everyone involved with Customer Experience.

Are you struggling with your CX Vision?

To craft your CX Vision join us at one of these venues soon…

Denver: https://denversummermasters.eventbrite.com

London: https://londonacxm2019.eventbrite.com

Johannesburg: https://joburg_44th_cppm.eventbrite.com

Dubai: https://dubaiacxm_2019.eventbrite.com

Total Experience Management and Ducks?!

CX Rockstar gets his feet wet…

Yes it really is yellow and squeaks

Going beyond process. Going beyond Customer Experience. Going beyond Enterprise Architecture. That is Total Experience Management. And that is going to be THE feature of the upcoming Summer session in London.

Review the program:
https://lnkd.in/dKVe3Ap

Register for the FOUR day session:
https://lnkd.in/dRYxuJm

Innovate or Die…

If you are looking for Innovative leadership then this will inspire you onwards and upwards. Shared by one of South Africa’s most progressive business leaders, Roland Naidoo:

Having just left the football field with my 5 year old son I was finally motivated to write this blog. Why? Trying to teach him to kick the football in the correct way, it dawned on me in that moment I was doing to him what every organised structure is designed to do.

As I caught myself I paused, looked at him and said, “My boy, you figure it out, play, have fun, and find new ways to kick a football.”

  • Be the doctrine of the how and the why.
  • Be the standard of the where and the when.
  • Be the one and only way.
  • Have the right answers!

New Realisation

The dawning of that realisation underpins why innovation is so important to me. Innovation should by definition not be defined Ior it will simply succumb to every other conformity we know. It should live in every one of us.

This is the need to ask ourselves ‘why?’. Why am I doing this in this way? Is there a better way? Is there a different way? Is there even a need for this at all?

A spirit of innovation is not technology or wonderfully bombastic ideas, but the courage to question our education, rules, bonafide truths and all so-called absolutes in between. Know that your bravery will be rewarded with knowledge; am I. Know you were courageous enough to acknowledge you were wrong and move forward.

In the future when you find yourself saying or even thinking thoughts like this is how it’s always been; this is the way we do things; there is no other way; this is impossible; these are the rules; some things can’t be questioned, stop, take a breath, and find a new way to kick a football.

Roland

Footnote (from Steve)

So go find that ball and a new way to score for your team!

You can reach Roland at: Roland.Naidoo@multichoice.co.za

6 Ways to Transform Process and the Customer Experience (at the Same Time)

Steve Towers Keynotes

Where do I start?

I was keynoting a conference in Europe recently, and senior executives in the room were getting the rationale behind moving Outside-In. However, there seemed to be two perplexed groups in the place.

One was what a refer to as the ‘traditional process guys’, and the other ‘the customer is first people’, and interestingly they both asked the same question “Where do we start?”

My honest and most direct answer is “You do not have a choice. You have got to start where you are and go from there!” OK, I get what you’re thinking, how could they take that away and begin to transform their organizations?

So, I walked them through TWO distinctly different ways to navigate to Outside-In working and practice, depending on your mindset, enterprise history and maturity. For the two categories of customer in the room, the NEEDS are the same, just the way they navigate to achieving them is different.

What are the Results?

From a results perspective, both approaches focus on winning the triple crown, that is Improving Service, Growing Revenues and Reducing Complexity (and hence lowering costs).

ApproachProcess EngineeringCustomer First
FocusProcess is the starting pointStarts with Customer Needs
ScopeReengineering the ProcessesAligning everything to Customer Needs
IntentionBuild out from Process to Department to Division to EnterpriseArticulate Successful Customer Outcomes and Remove the complexity of things that do not contribute to it
BenefitsLocal wins building to business-wide transformationImmediate delivery against Triple Crown benefits
Executive Buy-inSlow burn, however when they see the benefits and ‘get it’ the support is significantStarts at the strategic level so influences everything the organization does
RecommendationIf your remit is just ‘improving processes’ this approach will get you their steadily, however, the challenges facing traditional business are seismic so is there time? So, make immediate gains but push hard for more quickly.By demonstrating the value of ‘customer first’ in terms of the triple crown the enterprise can align quickly and effectively. Importantly avoid the ‘soft and fluffy’ sentiments expressed by many in the customer experience world.

How can I Implement?

Back in 2006 the BPG launched the CEMMethod™ and built out an approach, using the 50+ techniques based on global next practice from companies like Virgin, Zara, BMW, Zappos, Apple and Emirates. Since then more than 3,000 companies in 116 countries have become accredited and certified to transform their processes and organizations.

Now in version 11, the choice you make in deployment is based on your ambition and remit within the enterprise.
If you are a leader needing to embrace the digital customer ‘Customer First’ leaps out as the main option. Alternatively, if you are in a traditional process-based business (lean, six sigma, BPM etc.) the more conservative ‘process engineering’ approach may be preferred.

You can access the following resources that will help you make an informed choice:

CEMMethod™ – review its potency and pedigree:
www.cemmethod.com

Outside-In The Secret of 21st century companies (free access): http://bit.ly/StevesOIBook

The Accredited Customer Experience Program 2018-19: https://www.bpgroup.org/acxp1819.html

The Certified Process Professional Program: https://www.bpgroup.org/certifiedprocessprofessional.html

I look forward to guiding you to transformation when you are ready!

How much do you need to know to know you know you know enough?

Knowing what you don’t know is a great starting point

>> We start out not knowing what we don’t know

>> We then get a bit better and we know what we don’t know

>> It gets better, we then know what we know

>> And ultimately, we then don’t know what we know

Think about when you were learning to drive…

As kids traveling with Mum and Dad, they drive the car and we get there (eventually)

We then get to teenage and start to drive that same car – OMG – the gas pedal, the watching, friggin hell the other road users, the SPEED, the signals!

And then we settle into it, it starts to become second nature, until

We do the Route 66 road trip, enjoy the bars, the people, however we don’t remember much but arrived safe and well because there was no blood on the hood!

So what? The CEMMethod feels the same!!

And yes it is a helluva ride, but you will get there. It’s proven.

Join us soon in Denver, Washington DC, London, Dubai, Johannesburg or Melbourne.

Seriously, you gotta know this stuff to know you don’t (spooky eh?)

The 3 Significant Reasons Why You Need The CEMMethod

CEMMethod guides the CX Management Strategy

Do you know the CEMMethod?

Born in 2001. Launched in 2006. Now in version 11.

Holiday Reading – Customer Experience & Process Transformation

Just updated the Articles page which connects to my LinkedIn profile.

It has been a busy 2018 so far – you can access all the new articles (15 in 6 months) covering all the latest themes in and around Customer Experience Process Transformation.

Click on the image to access the individual pieces, however, to whet your appetite three of the most popular articles:

The Customer Experience Management Office – The What and the Why

Three fundamental Building Blocks for CX

The Employee Experience

Everyone Loves Great CX

Additionally, the new book is in draft, “Everyone Loves CX”, and will be published early next year. If you want to join the list and get access to the preview, samples and associated materials register here.

With a dozen new case studies and terrific insights from global leaders, I examine some of the next practices and how you can deploy them with immediate effect in your own world.

 

Rockstar CX

If videos are your thing then do hook up with James Dodkins and the Rockstar CX initiative.

He interviews live on Facebook the leading CX Professionals from across the globe at:
https://www.facebook.com/pg/JDODKINS/videos/

OK, I am off to the beach now. Get that G&T ready, please!