6 Tips for Understanding Customer Needs (with 4 min video and Guide)

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

Need a handy Guide (13 pages)?
Download the SCO101 : http://bit.ly/SCO101

Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
An internationally recognized 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 professionalismhttp://www.bpgroup.org/book-class.html

It is Needs not wants, stupid.

The critical step in improving customer understanding is to stop asking questions. Instead listen to the customer’s opinions, perceptions and expectations.


Enter a Disney theme park and you will be greeted by courteous cast members (road sweeps, characters, security personnel) who politely listen, understand and act on the questions customers ask.
Using a structured approach cast members guide a dialogue to elicit customers needs, identify actions and develop a plan in less than 30 seconds. In fact, they can articulate customers needs even when customers themselves don’t know them.

So let’s get scientific about the customer experience and scrap those dumb surveys that are subjective, self-selecting and geared to understanding wants.

Join us and upskill to Customer Experience and Process Excellence in a city near you soon… Johannesburg, London, Dubai, Denver, Washington DC, Sydney

Just some of the qualified and accredited Coaches helping their organizations transform to Customer-Centric and Outside-In success.You can review their credentials here.

CEMMethod step 2: Crafting the Successful Customer Outcome

If you find this a useful addition to you Outside-In* toolkit let us know and we will release more 🙂

Successful Customer Outcomes Revolution (SCORe)

James Dodkins, BP Group Executive Coach and CCO, takes us through a simple example of creating the SCORe, an initial stage in the CEMMethod(tm).

BP Group Certified Process Professionals are coached in the approach which uncovers customer needs (even when they don’t know themselves!). For the latest courses across UK, South Africa, USA, UAE, Australia and Singapore see http://www.bpgroup.org and join 80,000 others worldwide.