You can access and download the resources that will provide an overview of the value of becoming scientific about the Customer Experience. Meanwhile Customer Experience Mapping gets a kick in the pants as we integrate ABACUS (the BPGroup toolkit) to demonstrate a generic process across several channels.
Customers have become sophisticated, promiscuous, rebellious, choosey and have access to more information than ever before. In fact they know more about your products and services than you do!
Make real the mantra “the customer experience is the process” and let’s get scientific about CX. Join with us as we explore this virgin territory on the way to gaining a true and real understanding of CX across all walks of life. Beyond process and performance we will seek collaboration and turn thoughts into leadership, dreams into action and learning into experience.
To join our tribe and follow us as we launch CX scientifically 🙂 <Enter your email on the left>
Do you measure people with ‘dumb’ metrics – activities and outputs, or with Outside In measures of results and outcomes? If Balanced Scorecards (BSC) and Strategy Maps fail it is largely as a consequence of having dumb metrics in there – activities and outputs.
So how can we measure the right things and encourage success? Instead of people rushing to deal with a call (because all calls must be less than 2 minutes) how do we measure the meeting of a customer need – effective resolution of a query? Using the appropriate process and performance metrics within an articulated Enterprise Architecture is a good starting point. This presentation leads us to the how of that. Enjoy.
Over the following weeks we will delve into each area and I will provide examples and case studies of each aspect of this Copernican shift.
| The Focus has shifted from Inside-Out to Outside-In | |||
| Industrial/Information Age | Customer Age | ||
| People | Silo’s | Multi functional | |
| Specialist | Multi skilled | ||
| Isolated | Relationships | ||
| Awards – Time served | Awards – Value Created | ||
| Autocratic | Dynamic (to suit the needs) | ||
| Processes | Doing things right | Doing the right things and doing things right | |
| Manufacturing mindset | Customer Experience | ||
| Tasks/Activities and Outputs | Outcomes and SCO’s | ||
| Stocks | Flows | ||
| Products | Services | ||
| Left to Right, Top to Bottom | Customer Centric | ||
| IT | Algorithmic | Heuristic | |
| Hierarchical | Hyperlinked | ||
| Analytical | Understanding | ||
| Ownership | Access | ||
| Strategy | Top Down | Inclusive | |
| Structured and Rigid eg 5 yr plans | Agile and Adaptive | ||
| Tablets of stone | Continual Alignment to SCO’s | ||
| Market/product focus | Customer/expectation focus | ||
| Customers | Uninformed | Prosumer | |
| Loyal | Promiscuous | ||
| Forgiving | Rebellious | ||
| Locked-In | Demand Flexibility | ||
| Compliant and managed | High Expectations and fickle | ||
| Single channel | Multi channel | ||
| (c) 2012 Steve Towers | |||
Next week we’ll start by reviewing the Customer Aspect
Join us at the CPP Master Class London http://londonmasters2012-estw.eventbrite.com
Highly recommended for any conference the next in the global series Europe with London in April. You can review that event here: http://bit.ly/PEXLondon2012
The following is Steve Towers presentation which examines how some organisations seem to defy the recession and achieve ongoing success for their customers, employees and shareholders.
It looks like magic until you know the trick!
In our training, coaching and consultancy we encourage Certified Process Professionals and CPP Masters to relate this message of transformation in a constructive practical way. It is what makes the difference when you are doing it in your organisations for real.
Part of my personal inspiration comes from someone who relates ideas phenomenally well, and gives us the means to do it ourselves.
That person – Nancy Duarte.
This ten minute video will, if you give yourself permission, change the way you relate your ideas and create success forever.
