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 http://www.bpgroup.org/book-class.html 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

Business Process Management, dead and buried, or just resting?

I am excited to share this interview with BPM Tips recently where I talk about the evolution of BPM and its play with Customer Experience Management.


Interview with Steve Towers – Customer Experience Management and BPM fb.me/4cWCBudd8

As always, I would love to hear back from you with any comments and observations, just click the link  fb.me/4cWCBudd8 and feel free to share your comments. Warm Regards,  Steve Towers

Eight ways to embrace the Enlightened Customer

"We are trying so hard but achieving so little" this phrase echoes around many organisations who are trying desperately to form and execute a customer centric vision and culture. Why is it proving so hard?

Guest blog: James Dodkins

The first thing we need to understand is that in the 21st century our customers are very different animals. Both you and I as customers have transformed beyond recognition, our changing attitudes and habits make us very difficult to keep up with. Some people have described this phenomenon as the ‘Enlightened Customer’ and it takes an enlightened organisation to deliver outstanding service to this new breed.

The spread of the internet has been the catalyst for this change in customers, we are all connected to each other, we are connected all of the time without exception, we are connected through many different devices and mediums, we are living in an always-on world.

Because customers have been exposed to more of the world... Read the full story (and get access to a FREE hands-on Customer Experience session)....

https://www.linkedin.com/pulse/enlightened-customer-james-dodkins?trk=prof-post)

You can also get a sneak preview here: https://bit.ly/CEMLeaders

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

Certified Process Professional Masters Champions (CPP-Master) Program

http://www.bpgroup.org/book-class.html

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

Customer Experience Management (CEM) definition

Honestly, someone has got a grip on this. How can a definition be so difficult to come by? They are either soft, fluffy and meaningless or, try as they might, nothing to actually do with delivering successful customer outcomes. So there you have it, and here is the definitive definition:

Customer Experience Management (CEM or CXM) is a strategic approach used most commonly as a competitive differentiator. It involves aligning every aspect of an organisation towards the delivery of customer needs and successful outcomes no matter how far removed the customer is perceived to be.

This includes:

•          Customer journey – what the customer does, expects and feels.

•          Customer Interactions.

•          Supporting internal process.

•          Associated team and hierarchy structures.

•          Performance metrics.

•          Digital capabilities.

•          Vision, mission & strategy.

Typically companies who engage in Customer Experience Management activities out perform those who do not.

Towers-Dodkins

"We have got to get more scientific about the Customer Experience"

Explore further with us...
www.stevebtowers.com

www.jamesdodkins.com

www.cemmethod.com

www.bpgroup.org