Category: Enterprise BPM

Customer service and customer experience are often used interchangeably, but they differ.

Customer Service is providing support and assistance to your customers before, during, and after they purchase your products or services.

Customer Experience is the overall impression and perception that your customers have of your brand based on their interactions with you across all touchpoints and channels. Customer service is a part of the customer experience, but not the only one.

Why are customer service and customer experience important for your business?

Because they can make or break your relationship with your customers and, ultimately, your business results.

According to a report by PwC, 73% of consumers say that customer experience is a critical factor in their purchasing decisions, and 32% of consumers say they would stop doing business with a brand they loved after one bad experience.

On the other hand, 86% of consumers say they are willing to pay more for a great customer experience, and 65% of consumers say that a positive experience with a brand is more influential than great advertising.

So, how can you provide excellent customer service and customer experience to your customers, and reap the benefits of increased customer retention, loyalty, advocacy, and revenue? Here are some tips and best practices to help you:

1. Understand your customers’ needs, preferences, and emotions.

The first step to creating excellent customer service and experience is knowing who your customers are, what they want, how they feel, and what they expect from you. You can use various methods to gather customer insights, such as surveys, feedback forms, interviews, focus groups, social media, analytics, and customer journey mapping. Customer journey mapping is a powerful tool that helps you visualise and understand your customers’ journey from their first contact with your brand to their post-purchase behaviour and identify the pain points and opportunities along the way.

2. Design and deliver a seamless and personalised customer experience across all touchpoints and channels.

The next step is to use the customer insights you have gathered to design and deliver a customer experience that is consistent, convenient and customised for your customers across all touchpoints and channels, such as your website, mobile app, email, social media, phone, chat, in-store, etc. You can use various techniques to enhance your customer experience, such as user interface design, user experience design, content marketing, personalisation, omnichannel integration, etc.

3. Provide proactive and responsive customer service to your customers before, during, and after they purchase your products or services.

The third step is to provide customer service that is proactive and responsive, meaning that you anticipate and address your customers’ needs and issues before they arise, and respond to them quickly and effectively when they do. You can use various tools and platforms to improve your customer service, such as chatbots, live chat, self-service portals, knowledge bases, FAQs, social media, phone, email, etc.

4. Measure and improve your customer service and customer experience over time.

The final step is to measure and improve your customer service and customer experience over time by collecting and analysing customer feedback, satisfaction, loyalty, advocacy, and other metrics, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Customer Lifetime Value (CLV), etc. You can use various methods to collect and analyse customer data, such as surveys, feedback forms, reviews, ratings, testimonials, referrals, social media, analytics, etc. You can then use the data to identify the strengths and weaknesses of your customer service and customer experience and implement actions to improve them.

5. Customer service and customer experience are a marriage made in heaven

Because they aim to create a positive and lasting relationship with your customers and boost your business results. By following the tips and best practices above, you can provide excellent customer service and customer experience to your customers and enjoy the benefits of increased customer retention, loyalty, advocacy, and revenue. Customer service and customer experience are not optional but essential for your business’s success.

Start today and transform your customer service, customer experience, and business.

Join us at: https://bit.ly/GCCACXP

The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change

Join us at: https://bit.ly/GCCACXP

For 2023…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 14) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars

The Accredited Customer Experience Professional/Master difference

This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!

• Uncover CX/Process Improvement opportunities in just hours
• Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
• Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
• Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
• Innovate to compete, set the market trend and even dominate your industry
• Advance Net Promoter Score and Customer Satisfaction to the next level
• Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately

Hopefully, we will see you soon!
Register here: https://bit.ly/GCCACXP

During our research into the application of ChatGPT into Customer Experiences, and as a prelude to the launch of the new qualification “Certified Journey Management Professional (CJMP),” we were amazed at how rapidly organizations are integrating AI capability into their core experiences.

I have included just three examples here of CX next practice, with references for those wishing to dive deep (hundreds of use cases),

And if you are interested in learning more about the three-day CJMP workshop, send us an email with the subject header CJMP, and we will get back to you.

• ChatGPT can be deployed to create an automated customer service chatbot that offers speedy and precise solutions to frequently asked queries [1].
  
  This can prove immensely beneficial for businesses that receive many inquiries, improving their efficiency and rapidity.
  
• ChatGPT’s natural language processing abilities can be utilized to examine customer feedback, deriving useful conclusions about frequent criticisms, recommendations, and developments [2]. Businesses can consider this data to make informed decisions and enhance the overall customer experience.
  
• ChatGPT can offer individualized customer support through a conversational interface, which renders resolving matters or answering questions more convenient and faster [3].

These are merely a few of the potential applications of this technology.

It’s important to note that the specific industry and company will depend on the customer types, organization maturity, and business needs. However, the impact of ChatGPT on customer experiences is significant, with 67% of consumers worldwide now using chatbots for customer support [4]

References:
1. https://www.thankful.ai/chatgpt-for-customer-service

2. https://becominghuman.ai/unlocking-the-power-of-the-chatgpt-revolution-100-use-cases-to-try-before-you-are-fired-979e5986814c

3 & 4. https://www.revechat.com/blog/chatbots-use-cases

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

https://lnkd.in/djWxB8m

👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

👉 Step #2 – Get The Book: Outside-In The Secret *FREE*  https://bit.ly/OI2021now

👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers

👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

 ONLINE, LIVE, INTERACTIVE and Coming soon to a city near you 🙂 https://lnkd.in/dANgYX59

Upgrading your skills and delivery for 2023 will determine your success.  Advance and Evolve beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program has helped to create more than 140,000 professionals across 137 countries since its inception in 2006.

So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us online next month or in a city near you through 2023.

Here’s someone who enjoyed the session:

The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change

For 2023…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 15) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars

The Accredited Customer Experience Professional/Master difference

This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!

• Uncover CX/Process Improvement opportunities in just hours
• Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
• Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
• Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
• Innovate to compete, set the market trend and even dominate your industry
• Advance Net Promoter Score and Customer Satisfaction to the next level
• Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately

Hopefully, we will see you soon!
Register here: https://lnkd.in/dANgYX59

SOME RECENT VALIDATIONS

THANK YOU so much for a really wonderful learning experience.
This course provided a terrific holistic framework for how I can more richly think about MOTs . It’s a terrific program that I’d recommend and encourage others to consider strongly.
Jim Lecinski, Professor of Marketing, Kellogg School of Management, USA
(former SVP at Google where he invented the Z-MOT and Micro MOTs)

Thank you for being an amazing mentor, guru & inspiration.
You truly have a way of bringing all principles, especially the divine principles, back into the workplace.
Thank you for empowering me to see a different view.
Nancy Moodley, Head of Customer Experience, Digital & CRM, Nissan Africa

What an incredible experience. We loved every minute and we’re super excited to up our game.
Sarina de Beer, Managing Director at Ask Afrika

An excellent course enabling engineering of a great customer experience!
Gavin Smith, Continuous Improvement Lead, Industrial Development Corporation, South Africa

Thank you, Steve, for the high quality & insightful training you delivered.
Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍
Muath Al-Azzam, Principal Services & Operations Specialist, Dubai Municipality, United Arab Emirates

What an amazing journey to Accredited ACX Coach, this experience has completely
transformed how we measure, collaborate, communicate and innovate
with the customer in mind.
Keen to guide the next willing souls on this journey.
Durrel Ramrathan, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa

Thanks, Steve, for providing a great learning platform. It was inspiring to hear your experiences
as they presented a great source of knowledge. Not only have you been a
fantastic mentor to me but you have taught me how to mentor others.
Thanks for being so supportive and getting me through.
Chandan Chabbra, Head of Content, MX Live, MX Player, India

Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.
Natasha Doren, Eskom Pension and Provident Fund, South Africa

I have to say, every day since I left Denver,
I have been able to apply some of my learning during the event into not only my job but my personal life as well. Thank you so much for everything you’ve done to advance the field of customer experience!
Brett Gill, Regional Sales Manager, Morrison Container Solutions, United States

Another fantastic learning, personal and professional development experience with you!
Lyall Shapiro, Head of Experience, Design & Fulfilment Transformation, Australia

Thank you Steve, very intense 4 days but amazing and already putting it into practice!
Edwin De Lange, CX Principle, Immersion Group, South Africa

Thank you so much Steve.. this achievement means a lot to me & huge credit goes to you.. looking forward to my next learning
Amal Shaira, Director– Head of Client Service Improvement, Business Planning & Strategy, National Bank of Abu Dhabi, UAE

An honour to work with you Steve. A fantastic course
Kath Milne, Director & Chairperson, Equality Lawyers, Australia

What an amazing journey to Accredited ACX Coach, this experience has completely transformed how we measure, collaborate, communicate and innovate with the customer in mind. Keen to guide the next willing souls on this journey.
Durrel Ramrathan, Senior Analytics & AI Leader & ACX Mentor, Multichoice, South Africa

Thanks very much for an amazing course! You are a fantastic facilitator and I’m truly blessed to have you share your wisdom with us.
Jenny Simpson, Associate Director, National Australia Bank, Sydney, Australia

Learning by doing and exploring up to date real-life is what the program is all about. This is my third course with Steve, and I have witnessed tremendous improvements to its content and delivery,
and have never failed to leave amazed by the power of the techniques.
Saud Albuainain, Director Business Transformation, EY, Saudi Arabia

A year after training in London just wanted to shoot a note of my continued gratitude. Hope to remain involved in the events and work with you again.. that mentoring was beyond invaluable.
Juliana Coates, Member Services, University of Albany, New York

I’m writing to endorse the program. It completely changed the way I think. Steve Towers taught us amazing secret techniques of improvement.
The program allowed me to apply all the learnings immediately after the training. Very effective training with a wealth of knowledge to share.
This is a must training for everyone who’s interested in making their lives better!
Maria T Ferreira AVP, Client Experience Process Improvement Citi, New York

Steve has an amazing insight into some of my personal challenges and really helped through his mentoring for me to refocus my energies with immediate renewed personal and career success
CIO, Telco, South Africa

Thanks for your time and the fantastic course, delivered in Auckland recently.
Looking forward to attending in June – will see if I can bring some colleagues!!
Neal Ross, Chief Technology Officer, Ricoh, Australia

The detail was very relevant and extremely well presented. Steve is a great communicator and spoke extremely well.
Paul Botes, Senior Manager, Standard Bank, South Africa

Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.
Cindy-Lee Muller, Marketing Coordinator, TPN Credit Bureau, South Africa

The workshop is highly recommended for anyone who wishes to simplify and thereby enhancing satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject.
David Mulovhedzi, Senior Manager, DPSA, South Africa

I did the training 2 weeks ago and it completely changed my world.
Since then things are going really fast within our organisation.
The rest of the guys in our executive team are completely sold on the concepts.
To be honest I did not think it would happen that quick.
Nachiket Gole, Chief Information Officer, Cap Gemini, India

..You’ve fundamentally changed the way I think about every process.
And inspired me to try Outside-In (OI) in all walks of life.
The first two levels should be included in educational curriculums (yes, even at the junior levels). If everyone started applying OI, the world would be… where it should be.
Mahesh Mirchandani, Group CTO, TruDoc HealthCare

If you are looking to improve your own professional life then I would recommend the program and Techniques
Stephen Nicholson, Certified Process Professional Master, BPM Systems, Australia

Excellent presentation, clear and concise. Absolutely Gripping
Devendra Maisnam, Business Analyst, National E-Health Transition Authority, Australia

Thanks to you for a fantastic mentoring programme … I am an Outside-In fan now !
Jimmy Cuadra, CIO, ICI Paints Asia Pacific, Singapore

I was struck with awe on the versatile yet practical experience that you shared. Thanks for the wonderful session on CPP this week
Syed Raashid, Specialist, Qatar Energy, UAE

Thanks again for the fantastic course
and insights you provided.
Sean Schurmann, Consultant, e&e Solutions, Australia.

Just a short note to say thanks again for the course. It was a truly mind blowing experience and I will never think about process the same way again.
Craig Reid, CEO & Founder, Professional Holiday Homes.

I wanted to tell you how much I enjoyed the book! It really helped tie together various concepts and practices I have been evolving towards over a number of years, crystallizing them into a simple but powerful framework.
Steve Melville, Director, Oracle, USA.

Steve led the best training sessions I have ever taken in my 20+ years as a professional. After those sessions, I was able to have an immediate impact on my organization. Steve is a very sharp, personable, interesting individual and a real pleasure to work with. I continue to remain in regular contact with Steve and consider him an invaluable resource on BPM and on change management in general.
Mark Barnett, Director of Global Process Practice, ACN, Inc. USA

I would like to thank you for a wonderful experience for me to know the nuances of ABPM. Taking us to a new level on how to view processes & implement by way of sharing your wealth of experience and enlightening us with the case studies & exercises.
Director Quality Management Group, 3i Infotech Ltd., India

Exceptional and life-transforming. This training should be on every corporate agenda
CIO, Apotex Pharmaceutical, Canada

Simple and different concepts which is path-breaking and easy to understand and deploy
Director Business Consulting, Chennai, India

Excellent – he is a very good leader
Senior Quality Analyst, AEC, Saudi Arabia

I want to thank you for the great content and coaching that you provided, the concepts resonated even more clearly when presented with your enthusiasm and experience.
Director, H&R Block, USA

I really enjoyed last week and really learned a lot. I feel I had a Eureka moment yesterday when the whole process and CX diagnostics suddenly clicked into place. I remember you saying that once you grasp this then you will never look at processes in any other way. I am now actively evangelizing the CEM approach with our team.
Senior Analyst, Investment Bank, London

Steve is an inspiring global thought leader. He is a creative visionary, working on the edge of breakthrough change.
Kenneth Mortimer, Principal, MBA & Associates Ltd

You are the tops! Everyone in the field should be exposed to the techniques experienced in this course.
Personnel Director, Business Management, Bank of America

…was so helpful. The ability to ask questions/having a discussion after the day’s end was extremely good.
I really appreciated the professional approach
Telco Director, CIO of CEU, Hungary

REVIEW & REGISTER HERE

“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”

Jim Lecinski, Professor, Kellogg School of Management

(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)

L.G. Lavengood Outstanding Professor of the Year Award (2022)

Connect with Steve: https://linktr.ee/SteveTowers