Rockin in the real CX World

Coming to London in March and will blow your #cx and #ux socks off!!

And this keynote is sponsored by the new platform that transforms the way you approach #process and #customerexperience forever. Sign up for a free account at www.theexperiencemanager.com

How can you Link Process with Strategy to significantly improve Performance?

Do the math and the Top Team are as confused as hell. Are we all doomed?

For instance Google searches reveal a plethora of various experts claiming dominion over the process truth. Is it any surprise that the top team are confused. Who should you believe about improving and connecting process, strategy and performance? How can you get it right with so much potential mis information?

Six Sigma – 20.2 Million
Business Process Management – 273 Million
Enterprise Architecture – 25.5 Million
Customer Experience Management – 95.7 Million

And what benefit is all that process based stuff doing for organization performance? Why is there this disconnect between process transformation (whatever your flavor), performance improvement and Strategic Intent?

Is the disconnect something fundamental about how we think of work? 


Think about how we manage and control most organizations. Yes you probably guessed it, with a model of doing business from the industrial revolution. Is it any great surprise that process and strategy are at best disconnected and at worst the cause of todays business issues as our corporate mindsets are simply not geared for the customer/digital age.

We have got to step up and move our thinking and practice into the 21st century.

So let’s scan the horizon and look at a few of the folks who seem to have it…

Some common themes emerge when you research the Zara, Zappos, Emirates, Virgin, Apple, Amazon, Disney type companies.

Their success is defined by ongoing performance improvements despite the ups and downs of economic cycles, terrorism, climate change and industrial disputes. Performance improvements measured by objective and tangible results including shareholder values, profitability, service delivery and cost control separate these guys from the rest. So what is it?

At first glance could it be the improvements in efficiency and effectiveness through classic process approaches such as Lean and Six Sigma. Might it be shaped by removing non value added activities and streamlining activity? Or given the apparent disconnect between process and strategy elsewhere, and interestingly the lack of attention in these leading organisations towards industrial age approaches, where is this performance kick coming from?

Latest Research

Research now suggests the performance benefit is derived directly by connecting the processes with the customer experience and onwards into strategic intent. Can it be so straightforward? So simple others could emulate this approach?

We can trace the origins to a 1997 speech by Steve Jobs “You gotta start with the customer experience and work backwards to the technology. Not the other way around.” Jeff Bezos, CEO Amazon, actually calls their strategic mission as ‘working backwards’. Put the customer first, then figure out what you need to do to align to achieving a successful outcome.

We have distilled this approach into the CEMMethod so as to train others in the deployment, with two lead techniques to create this understanding – The Outside-In Strategic Matrix (OISM), and the Successful Customer Outcome Canvas (SCOC).

Through this mechanism you can link Process to Strategy in a scientific way. Ultimately there shouldn’t be anything that you do as an organization that isn’t linked to the Successful Customer Outcome and the Strategic intent. Disney refer to this alignment as ‘True North’.

Mature Outside-In companies have a Rewards and remuneration system that further reinforces their efforts. People can literally see their day to day contribution.

It might not be rocket science and that is part of its virtue. We can all orientate our thinking and doing in the same way to unify strategy and process.


References:

Steve Jobs talk in 1997 – https://youtu.be/GnO7D5UaDig

Outside-In
http://www.amazon.com/Outside-Putting-Customers-Center-Business/dp/0547913982/httpwwwstevet-20

Do you want to get in the picture? Join us soon at a session in a city near you…


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

The new management approach of Holacracy under the microscope

You may have heard of this popular approach emerging from the likes of Google and Zappos so let’s bring the story up to date with this insightful talk that tells you whether this stuff is for you, and more importantly how we can implement holacracy in our own organisations…


The Q&A session starts at 28 minutes 20 seconds


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

The worlds weirdest multi billionaire? What is their secret…

Somewhere in the deserts of Nevada there is a very different billionaire. Is he wealthy because he is weird or weird because he is wealthy? You decide…


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

Extraordinary Keynote from Jeff Bezos Reveals Amazons secrets

In the previous blog we posted a cracking presentation (see http://www.successfulcustomeroutcomes.net/2015/04/the-amazing-secrets-of-amazons.html)
and James Dodkins (@jdodkins) then pointed me at this 17 minute Jeff Bezos keynote talk – equally enlightening:-

Of course some people may say it is just stuff and nonsense. Not so, I would argue – look at their impressive performance and consistent results.

Keep up the good disruptive work Amazon, you are setting a fine example for others.


Uncover the Secrets…

Certified Process Professional Masters (CPP-Master) Program
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 professionalism http://www.bpgroup.org/book-class.html

The Amazing Secrets of Amazons sustained Success

Terrific presentation from Curly Films – Storytelling Office

Uncover the Secrets…

Certified Process Professional Masters (CPP-Master) Program
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 professionalism http://www.bpgroup.org/book-class.html

Understanding Customer Needs

You have to understand the Customer Need and work backwards into the organisation to ensure everything you do aligns to that need.

And that is not about asking customers what they want – you have to understand the need even when the customer doesn’t know it themselves. Until Apple invented the iPhone 3 none of us knew we needed it.


We call this thinking and the resulting actions Outside-In.


Certified Process Professional Masters (CPP-Master) Program
(Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
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

Amazons tale of Outside-In (or working backwards as Jeff Bezos calls it)

This slide deck is a wonderful illustration of the hard work underway in the Customer Experience arena. Delivered by Pascal Spelier (www.finno.nl) – link with him here – it demonstrates how you connect customer journeys with process transformation.

Newspapers aren’t dying and Jeff Bezos isn’t crazy

The genius that is Jeff Bezos (see the previous article here) sees a great future for publishing in all its forms.

While some are bailing from (news)papers Bezos sees considerable opportunity. What is he seeing that others aren’t? http://bit.ly/17UVk0w