Category: cx
Process mapping – Journey maps?
Process Mapping or Customer 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 must move beyond the left-to-right, top to bottom legacy of the industrial age and map the future.
- Customer Journey Mapping is a subset of Customer Journey Management, which is part of the broader Customer Experience Management.
Within the CEMMethod, we define Customer Journey Management as:
The discipline and practice of recognizing the ideal approach to connecting with customers at every phase of their journey to guarantee that they keep progressing through their experience to achieve a Successful Customer Outcome.
That way, we win customer approval, deliver corporate success and keep our people happy.
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
A compelling Customer Experience
Amazons tale of Outside-In (or working backwards as Jeff Bezos calls it)
The same old same old.
If the top team tells the people who are in charge of the coach and horses to make sports cars it isn’t going to work. Don’t be surprised if they deliberately do not understand.
To realize the full benefits of the digital age you need to look at things differently and then do stuff in original ways. You need to see things Outside-In.
Enabling customer centric business through process (workshop)
Well I certainly hope not as we host a 3 hour workshop on 29 Sep at Caesars Palace at the The Business Performance Excellence Summit. Attendees will potentially have their opinion and practice of process changed forever with hands-on insights, tools and techniques. I will be sharing some of the content from my upcoming book “High Performance Organizations” and providing 10+ Gb of information as takeaways.
Join me and the team from IQPC to see what will happen in Vegas.
Here’s the skinny of the workshop with links:
Workshop link | Conference link
Classically process activity has focused on improving productivity, efficiency and effectiveness. Methods and approaches have evolved over decades to help organizations streamline, remove waste and standardize processes to great effect. In fact the American economic success story can be attributed to these fine efforts from global companies. However times have changed and we must change with them.
This session will discuss and review some of the ‘new’ approaches and techniques developed in 21st century leading companies from diverse sectors such as aviation, pharmaceutical, retail fashion, technology and banking. We will look at the common ingredients of their success and how using the power of process linked with customer centric strategy and operations produces a winning and sustainable formula suited to the challenges of today and tomorrow.
Delegates will go away with:
• Overview of the ‘new’ methods and approaches
• Three proven techniques to provide immediate cost reductions, revenue improvements and customer satisfaction improvements
• The 101 Guide to linking process to successful customer outcomes
• In addition delegates will gain access to (a) quick guides, (b) videos, (c) case studies and (d) work sheets for immediate use
• Copy of Steve Towers latest book, The High Performance Organization
Workshop link | Conference link
Customer Experience trumps standardization
Panera CEO Ron Shaich:
“SOME PEOPLE CONFUSE PANERA 2.0 AS A TECHNOLOGY SOLUTION. IT ISN’T. IT’S A SOLUTION FOR GUEST SATISFACTION.
IT’S ABOUT CHANGING THE GUEST EXPERIENCE.“
Review the full story at: http://bit.ly/CXuseyourloaf
CPP Masters – 2 days in one minute
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.
Certified Process Professionals at PEX in Sydney
The classes in a few weeks time include:
Sydney – https://sydneymasters2014.eventbrite.com
Brisbane – https://brisbanemasters2014.eventbrite.com
We hope to see you there.
* Hats-off to organisers Lisa Ao and Domenico Pinto.