BP Group - CX Obsession - for CX and Process people

6 Tips for Understanding Customer Needs, even when they don’t know themselves (includes video 4 mins)

Get your hands on SCO’s. What are they? How can they help?

Upcoming events with 42 techniques in Customer Experience Management Method
http://www.bpgroup.org/certification-by-city.html
Orlando – London – Denver – Bangalore – Dubai – Brisbane – Sydney – Singapore – Dubai – Amsterdam – Cape Town – in 2014-15

Join with me @stowers

Six steps to winning with the Customer Experience

1. Start by identifying the Moments of Truth (customer interactions)that exist across all of your customer experiences (you can create more specific experience maps later).

2. Make a list of all the Moments of Truth (MOT).For each MOT write a description, method of interaction, and customer expectation.
We use the Diagnostics dashboard to make sure we turn the MOTs into 15 quantifiable and actionable metrics.

There are three ways to collect and collate this information:

Workshops of all interested people.
That includes customers, advisors, employees and management.
Recording of actual experiences.
Yes, record the experiences and evaluate afterwards. We use a video technique that identified Moments of Truth with red flashes, Internal Interactions with blue and decision points as green.
Analysis of customer feedback.
Review the letters, calls and social network commentary and capture the experiences to gain insights and a better understanding.

3. Document the learning and produce a visual illustration(process activity maps).

4. Use the maps to identify areas working well and those that need improvement.Focus on the critical MOTs — those crucial interactions that determine whether the experience you are creating delivers the optimum encounter, expectation and emotion.

5. Build a Action Plan to engineer the ABACUS of the customer experience.
At each stage identify the relevant MOTs that cover off these elements:

Awareness
When and How does the customer become aware of the process, product or service you offer?
Buy-In
How and Where does the customer ‘get it’ and become an advocate for the experience?
Acquisition
How is the purchase made. Not just a product buy but the actual commitment.
Care
Why should the customer care? How do you ensure the trust and commitment is reciprocal and reinforced?
Use
How does the product, service work. Has it been designed from the customers perspective (Outside-In)? Ease of use goes beyond efficiency and focuses directly on the actual customer experience.
Share
In our always-on world how does Share happen? Is that understood and optimized? Recall the fantastic tale from Canada – Westjet Christmas story[1] with more than 35 million hits on youtube in 3 months. By the way that is more than the population of Canada! That’s good news, but what about capturing the bad news before it becomes a crisis – recall the United Breaks guitar[2] story?

6. Engage the entire organization to undertake the journey to Customer Experience Management.We use the structured CEMMethod™, derived from the work of companies such as Virgin, Disney, Southwest Airlines, Emirate, BMW, Bentley, Zara and many more truly Outside-In enterprises. Whoever and where-ever you are it is directly and immediately useful.

If you are serious about engineering the Customer Experience then let us know (below). We will provide immediate links to videos, resources and an expert community doing this stuff as a way of life.

[1] Westjet Christmas – a terrific example of sharing your values and ethos – http://bit.ly/1habsP2

[2] United Breaks Guitars – how a bad experience turns into a corporate crisis – http://bit.ly/1dmOKaW

BPM Resources from the BP Group (updated)

(note: save for ongoing reference)
http://bit.ly/joinbpgroup – 12,000+ members networking with ideas

http://www.twitter.com/stowers – Posts several times daily, new approaches, examples and case studies

http://www.twitter.com/jdodkins – items linking into the customer experience

http://www.bpgroup.org/ – Dozens of courses leading to the Certified Process Professional qualification (CPP) all over the globe

http://www.processmiracle.com/ – FREE course featuring the Secret Sauce

http://www.successfulcustomeroutcomes.net – 350+ articles on Advanced BPM

http://bpcommunity.blogspot.co.uk/ – 200+ articles on process improvement

https://www.youtube.com/user/snoozers69 – Over 60 videos on the theme

http://www.slideshare.net/stowers/ – More than 90 presentations (downloadable)

http://www.oibpm.com/ – for all things and links Outside In

http://www.certifiedprocessprofessional.com/ – Professional qualifications since 1992

http://www.bpgroup.org/their-opinion.html – Testimonials about us

http://www.processexcellencenetwork.com/contributors/794-steve-towers/
PEXNetwork articles from Steve Towers, CEO at the BP Group

http://www.processexcellencenetwork.com/contributors/4586-james-dodkins/
PEXNetwork articles from James Dodkins, CCO at the BP Group

http://bit.ly/1jTSXWi Videos and case studies – many less than 5 mins for quick consumption 🙂

Enjoy!

PEX Sydney a very good customer experience

My annual visit to present, judge and deliver the PEX CPP Program at this splendid event on Darling Harbour did not disappoint.
See below for my presentation on the theme of raising the bar to win customer gold.

This year an eclectic mix of speakers and subjects kept us enthralled throughout. Chair this year was evergreen Morgan Jones (BOC) who lifted energy levels, provided great entertainment (I noted a few of his cheesy jokes) and most of connected everyone with a mix of insight, professionalism and skill.

Morgan can be rightfully pleased with himself as this year he was the recipient of the Best Improvement Manager of the year Award, and recipient of a very well deserved Most Valuable Contribution to BI in Australasia Award.

Morgan Jones, BOC received not one but two Awards!

It isn’t often we see Morgan speechless however that evening was one of those occasions!

A feature of the event is the cocktail evening which provides opportunities to network and exchange those new war stories. Lisa Ao and Ross Clayton of IQPC did a splendid job as hosts to keep proceedings moving and ensure we all had a great time.

The winner of the Best BI Award was Sven Verbreek Wolthuys – D.E Coffee and Tea. His work across Sara Lee is an inspiration to all.

The presentation I was asked to deliver addressed the theme of new customer expectations. How can we get in front of the song and make sure we control our processes to deliver Successful Customer Outcomes? Enjoy!

Raising the Bar to deliver customer success consistently from Steve Towers

If things are changing faster outside than in, you will fail.

Sound obvious but is it really. How do you set about improving your business? Continually improving what you are doing, analyzing, leaning and removing variance? Oops. They say the road to hell is paved with good intention and so it with organizations working hard at the wrong things.

You need to go out and figure what the Successful Customer Outcomes (SCO’s) look like, then come back into your business and ensure everything you are doing aligns with that SCO.

Otherwise you can end up like RIM, Nokia, Kodak and so many other once famous brands now in terminal decline.

What is the balance in your organization. Have SCO’s been clearly articulated and do you know how your work explicitly contributes to them?

Australia month for the Process Excellence communities

Let’s start with a fantastic PEX offering in Sydney, with the latest PEX Week (July 22-24) chaired by Process Excellence guru and leader Morgan Jones of BOC.

A complete package and been there and done it guy who leads with a passion. Get the latest insights and stories from the Process Excellence world.

http://www.processexcellencesummit.com.au/

The agenda includes diverse organisations including:
BOC,

Morgan Jones, Conference Chair

Rio Tinto, ProExc, Fortescue Metals Group, Transport Accident Commission, National Australia Bank, Theiss Services, Australia Post, Baxter Healthcare, University of Technology Sydney, Australian Taxation Office, BP Group, TCS, Austin Hospital, Fonterra, Department of Resources Energy and Tourism

We will also have the annual Australasia Awards programme where the best share the secrets with the rest of us. A great networking occasion hosted by our Partners IQPC and PEX.
See http://www.processexcellencesummit.com.au/

We then have a nearly sold out CPP Masters (Levels 1-5 inc.) session in Brisbane. w/c 29 July.
Featuring new case studies, an accelerated learning format and of course yours truly this promises to be a very memorable event. Still a couple of places so run along to: See http://brisbanemasters2013.eventbrite.com/

And then we travel south again to the Sydney Masters w/c 5 August.
Always a favoured event in our Australian series you can renew your knowledge (extra special price for refresher (almost zero) – contact Rachel.smith@bpgroup.org) plus the very latest learnings from the hands on doers (not the copies and theorists!) with tips, tricks and the magic of Outside In.

You can check out the agenda and register at: http://australiathewholedeal.eventbrite.com/

The Customer Experience is the Process – do you really believe that?

The Customer Experience is the Process. What does that really mean and how can that help us reduce costs, grow revenues and improve the customer delivery (at the same time). In this first short presentation James Dodkins (BP Groups Chief Customer Officer) provides us with an understanding.

PEX Network European Awards

PEX 2013 in Florida. Participants enjoying the keynote.

Entry Deadline has been extended until 22nd February!

Review the Entry conditions for this
top rated BP Group supported event – then download the winners entries from last months US PEX Awards!

This is your opportunity for global
industry-wide recognition

You now have until Friday 22nd February 2013 to enter your project, program or deployment leader into the PEX Network European Awards.

If you are one of the innovators who are transforming and innovating process excellence this is the ideal opportunity to showcase your achievements to the judges and if you win, the wider community.

Winning an award will put you and your organisation on the process excellence map!

This year’s judges include Process Excellence experts from Bank of New York Mellon, DB, RSA, BP, Ministry of Justice, Honeywell, ABB, Fornari, Alstom, BP Group, Lloyd’s Register and BNP Paribas Cardif.

Enter as many of the 7 categories as you like. Just make sure you submit your Project or Programme by 22nd February 2013.

> View the categories

Feeling inspired? Put pen to paper to share your vision, strategy, project selection, metrics, communication, innovation and results to tell your process excellence story to our hand selected judges.
______________________________________________

How to enter

Review the 7 categories and follow the simple 3 step process to enter.

Start by downloading your Application Kit

If you have any questions ahead of entering please contact us on awards@iqpc.co.uk.

All shortlisted finalists will be announced mid-March.
Mark your diary for the Awards Ceremony on 30th April 2013, London.

Enter before Friday 22nd February – recognise your, your teams and your companies process excellence efforts!

All the best,
The PEX Network Awards Team

P.S. Start preparing your entry by downloading the Application Kit.

Looking for inspiration?
The winners of the PEX Network North American Awards have made their entries available for you.

Meet the 2013 North American Process Excellence award winners

Project Award Winner Best Project
Over 90 Days:
Braskem UNIB 2 RS – Reduction in fuel consumption at petrochemical processing plant

Project Award Winner Best Project
Under 90 Days:
Braskem UNIB 3 ABC- Increasing production capacity atchemical processing plant

Project Award Runner Up: Scottsdale Healthcare – Pressure UlcerReduction Project

Congratulations to the Winners
and Runner Ups!

Who do you want your customers to become?

According to MIT innovation expert and thought leader Michael Schrage, if you aren’t asking this question, your strategic marketing and innovation efforts will fail.

In this latest HBR Single, Schrage provides a powerful new lens for getting more value out of innovation investment. He argues that asking customers to do something different doesn’t go far enough—serious marketers and innovators must ask them to become something different instead. Even more, you must invest in their capabilities and competencies to help them become better customers.

Schrage’s primary insight is that innovation is an investment in your client, not just a transaction with them. To truly innovate today, designing new products or features or services won’t get you there. Only by designing new customers—thinking of their future state, being the conduit to their evolution—will you transform your business.

Schrage explains how the above question (what he calls “The Ask”) will incite you and your team to imagine and design ideal customer outcomes as the way to drive your business’s future. The Single is organized around six key insights and includes practical exercises to help you apply the question to your current situation. Schrage also includes examples from well-known companies—Google, Facebook, Disney, Starbucks, Apple, IKEA, Dyson, Ryanair, and others—to illustrate just what is possible when you apply “The Ask.”

Marketing executives, brand managers, strategic innovators, and entrepreneurs alike should understand how successful innovation rebrands the client and not the product. A requisite question for its time, Who Do You Want Your Customers To Become will liberate you and your team from ‘innovation myopia’—and turn your innovation efforts on their head.

He argues that asking customers to do something different doesn’t go far enough—serious marketers and innovators must ask them to become something different instead. Even more, you must invest in their capabilities and competencies to help them become better customers.

As we say here at BPM Towers – If you can figure what the right thing to do is you will innovate to do it!

A good read for gaining even more Customer Insight.

http://www.amazon.com/Want-Your-Customers-Become-ebook/dp/B008UCBB1C/httpwwwstevet-20

Certified Process Professional – 30 cities – limited seats – book Now!

Are you gearing up for 2013? Considering professional qualification to underpin your experience? Already on that journey and want to progress to the next level? Here is the first draft of the BP Groups 2013 program with Early Bird offers for those quick bookers. See you soon 🙂


					Download sample Brochure

			Practitioner	Professional	Master	Adv. Master	Champion	Course
Location	Region	Lead Coach	CPP1	CPP2-3	CPP4-5	CPP6-7	CPP8	ID





Brisbane	Australia	Jennifer van Wyk	Mar 11	Mar 12-13	Mar 14-15			AUS
Sydney	Australia	Jennifer van Wyk	Mar 18	Mar 19-20	Mar 21-22			AUS
Brisbane	Australia	Steve Towers				Apr 15-16	Apr 17-18	AUS






Sydney	Australia	Steve Towers				Apr 22-23	Apr 24-25	AUS

Helsinki	Finland	Samir Asaf	Nov 26	Nov 27				EUR
Brussels	Belgium	Samir Asaf	Nov 29	Nov 30				EUR






London	UK	James Dodkins	Dec 10	Dec 11-12	Dec 13-14			EUR
London	UK	Steve Towers				Dec 17-18	Dec 19-20	EUR

Amsterdam	Netherlands	Steve Towers	Jan 7	Jan 8				EUR
Zurich	Switzerland	Steve Towers	Jan 10	Jan 11				EUR
London	UK	James Dodkins	Mar 4	Mar 5-6	Mar 7-8			EUR
London	UK	Steve Towers				Mar 11-12	Mar 13-14	EUR
London	UK	Steve Towers	May 2	May 3				EUR

Pune	India	Laxman M	Jan 17	Jan 18				IND
Kolkata	India	Laxman M	Feb 4	Feb 5				IND





Chennai	India	Laxman M	Feb 7	Feb 8				IND
Mumbai	India	Steve Towers	Feb 11	Feb 12				IND
Pune	India	Laxman M	Mar 4	Mar 5-6	Mar 7-8			IND




Delhi	India	Laxman M	Mar 18	Mar 19				IND
Hyderabad	India	Laxman M	Mar 21	Mar 22				IND
Bangalore	India	Laxman M	Mar 25	Mar 26-27	Mar 28-29			IND
Kolkata	India	Laxman M	Apr 8	Apr 9-10	Apr 11-12			IND
Chennai	India	Laxman M	Apr 15	Apr 16				IND

Dhakka	Bangladesh	Samir Asaf	Jan 28	Jan 29-30	Jan 31-Feb 1			BAN





Dubai	UAE	James Dodkins	Mar 17	Mar 18-19	Mar 20-21			UAE
Dubai	UAE	Steve Towers				Mar 24-25	Mar 26-27	UAE

Niarobi	Kenya	Jennifer van Wyk	Nov 29	Nov 30				AFR
Cape Town	South Africa	Jennifer van Wyk	Jan 7	Jan 8-9	Jan 10-11			AFR
Joburg	South Africa	Jennifer van Wyk	Feb 11	Feb 12-13	Feb 14-15			AFR
Lagos	Nigeria	Jennifer van Wyk	Apr 15	Apr 16-17	Apr 18-19			AFR
Niarobi	Kenya	Jennifer van Wyk	Apr 22	Apr 23-24	Apr 25-26			AFR
Cape Town	South Africa	Steve Towers				May 13-14	May 15-16	AFR

Sao Paulo	Brazil	Jennifer van Wyk	13 May	14-15 May	16-17 May			SAM
Rio de J.	Argentina	Jennifer van Wyk	20 May	21-22 May	23-24 May			SAM

Orlando	Florida	James Dodkins		Jan 29-30	Jan 31-Feb 1			NAM
Orlando	Florida	Steve Towers	Jan 28			Feb 4-5	Feb 6-7	NAM
Toronto	Canada	Steve Towers	Feb 18	Feb 19-20	Feb 21-22			NAM




Singapore	Singapore	Samir Asaf	Feb 25	Feb 26-27	Feb 28-29			SEA
Kuala L.	Malaysia	Steve Towers	Feb 25	Feb 26				SEA
Kuala L.	Malaysia	Samir Asaf	Mar 25	Mar 26-27	Mar 28-29			SEA
Hong Kong	China	Samir Asaf	Apr 29	Apr 30-May 1	May 2-3			SEA
Beijing	China	Samir Asaf	May 20	May 21-22	May 23-24			SEA