How to build remarkable cultures and deliver happiness. Go build your wonderwall…
Peter Gamwell @pmg12 thank you:)
The book delivers a pragmatic and executable plan that provides the means for organizations to deliver on the promise of Customer Centricity in terms of cost, revenue and service.
Webinar Foundations of Customer Centricity (45 mins)
** 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.
So off we go with a bounce in our step to embrace the challenge of new ways ☺
** CPP Masters program **
Denver, Orlando, London, Singapore http://bit.ly/BPGroupCPP
CEMMethod (v10) – download the guide and the glossary –
https://www.dropbox.com/sh/vqle3vskzekqql2/AADJ9iMtWS-sz1cRO6-d0tuBa?dl=0
Note the links expire January 31, 2015
Ciao
Steve
It has to be a Research company who may just want to add to the current customer experience hype with a review of what worked in the past. However we are living in a new age of customer liberation. Nothing like this has been witnessed before (well perhaps the Gutenberg press has a parallel impact – see here) and so drawing comparisons with a couple of decades ago really misses the point? Or am I completely wrong and we should just focus on Lean, Six Sigma and industrialization to help us understand customers better?
My take from a recent Process Excellence conference (PEX) on how we all need to shift our perspective Outside-In.
What you measure is what you get. Become a qualified CPP-Master and demonstrate your professionalism.
It isn’t some corporate slogan about the customer at the heart, it is literally
Become a qualified CPP-Master and demonstrate your professionalism.
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.
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.
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. 