Category: VOC

The Customer Feedback CONSPIRACY

Of course, you are asking for customer feedback. Yes?

 

Opps, sorry, that is one of the dumbest things you can do.  Don’t take my word for it – watch this amusing video with James Dodkins keynoting at the recent Lean Six Sigma conference in Iceland. ‘The Customer Feedback Conspiracy”

[youtube https://www.youtube.com/watch?v=5iSJ-B8VZ4M?feature=player_embedded]
 
 
 
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Certified Process Professional Masters Champions (CPP-Master) Program (and ACXP)

 
An internationally recognized program with proven track record delivered by been there and done it coaches more than 270 times, in 119 cities with delegates from 132 countries.
The program, now in its sixteenth 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 or Accredited Customer Experience Professional (ACXP) and validate your professionalism
http://www.bpgroup.org/training.html
 
 

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)

We shouldn’t be asking customers what they want because they will tell us.

I was recently interviewed by BPMTips.com Zbigniew Misiak.
It was a fun experience as he put me on the spot about a whole range of things including Ducks! Here is an extract and you can access the full interview below (with a useful bonus handout of the SCO Canvas!)

Zbigniew Misiak, Editor BPMTips.com

We shouldn’t be asking customers what they want because they will tell us.

Provocative? Maybe.

Making you think? Surely.

One of the common problems with processes is focusing on the wrong things.

We model processes that do not need to be modeled or in a way that does not create value.

We improve things in processes that customers do not care about.

But how are we supposed to know what should we focus on? Of course, experience helps, but what if you did not spend last 35 years doing BPM and Customer Experience projects?

No worries – you can listen to the BPM Tips interview with Steve Towers and benefit from the decades of his experience.

Steve tells about the difference between what customer wants and needs, and shares lots of actionable tips for anyone interested in processes, so grab a pen and notebook and listen to the interview:

http://bpmtips.com/interview-with-steve-towers-customer-experience-management-and-bpm/

Best,

Zbigniew

PS. Steve was so kind to provide a PDF template for defining Successful Customer Outcomes as a bonus for the listeners.

You can download it directly from here:
https://www.dropbox.com/s/o2r34eo1tb6pj9a/Steve_Towers_interview_SCO_Canvas.pdf?dl=0
Copyright © 2016 BPM Tips, All rights reserved.




Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 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 http://www.bpgroup.org/book-class.html

Are you doing Needs of Customer. or sadly its previous now mostly defunct Voice of Customer?

Listening to what customers say they want and then developing it is the height of enterprise stupidity. Go ask Nokia, Kodak, Blockbuster how their VOC programs helped them decline and become history.
Alternatively seek advice from Disney, Samsung, Virgin and Apple who work out the NOC even when the customer doesn’t know it themselves.

Do you have a viable and effective Needs of Customer method?
Review: www.cemmethod.com