Let's talk Successful Customer Outcomes...

James Dodkins -
Chief Customer Officer BP Group
Well as it is so often said, it isn’t rocket science. In fact it has to be one of the simplest concepts available in business today – and yet so often missed. It is often so simple it is elegant, so let’s review what Disneys SCO might just be...

Most of us have been there. A car full of screaming kids eager to start their Disney vacation, however trouble is you’ve driven six hours (or flown ten) and frankly the last thing you want to do is fight the car lot. Much better find that quiet hotel room and bar and chill until tomorrow? Not so. This is the kids vacation and they’re going to squeeze every minute out of the long awaited trip to the Magic Kingdom. So what say Disney in this situation? Do they leave you to fight the crowds, get incredibly irritated and leave you with a pile of now prickly family? Well no -  they have been there too after all and it is real easy to see it from the customers point of view.

Perhaps the SCO is ‘simply magic’? Not some weird business jargon Mission/Vision but something that talks and causes everyone in the Disney business to ensure they are aligned and delivering to that promise. So how would the SCO  ‘simply magic’ work? Let’s review where we are – on the way to the busiest car lot this side of the LA freeway. It is the hottest day this summer the question ¨are we there yet?¨ echoes around yourself, partner and three kids in the car (that’s the average party size to arrive at Disney – five). And yes you are! So you find a spot disembark the kids, look around to size your location and... shut the car doors.

In the ‘rush to the fun’ process Disney discovered that many people lock their keys in the car so right at the start they have on-hand a team of professional locksmiths. They drive through the lot looking for distressed families and unlock their cars – free of charge. Simply Magic. Then there’s the walk to the gates – but wait. Driving through the crowds are golf carts and helpers to steer you towards the nearest ‘magic bus’ with color coded location tags! You probably get the picture and that’s one of the things that makes the Disney performance truly outstanding. The belief that if everything gets itself aligned to the SCO we reduce cost (how much effort do you currently apply to fixing stuff that goes wrong that results in queries and non value added activity?), drive up revenue (how many people would you tell?) and improves customer satisfaction (would you be pleased?).

To coin a phrase, the SCO is a gift that just keeps on giving.

Kindest Regards

James Dodkins
Chief Customer Officer
BP Group

Twitter - @JDodkins

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

Great illustraton of Outside-In thinking and practice. Jeff Bezos provides his viewpoint..

"I would hope people would say that Amazon is earth's most customer-centric company, and that we work backwards from customers. Many companies sort of look at what their skills are and they work forward from their skills. They say this is what we're good at, and this is what we'll do. It's a very different approach from saying here is what our customers need, and we will learn whatever skills we need."

That really describes the difference between inside-out thinking (examine your capabilities and figure out how to optimize them) to Outside-In - (figure out the Customer needs and align everything to deliver the Successful Customer Outcome) http://bit.ly/AmazonOutsideIn

NPS - Dead in the Water?

If you are into or responsible for Customer Satisfaction or Customer Experience you must access this rebuttal of (NPS) Net Promoter Score. What do we think at the BP Group? Whatever we do know we have to get more scientific about the Customer Experience.

It's a mess out there - but you know the Magic now :)

Breakpoints are always caused by Moments of Truth. Usually if you find a MOT there will be 3-4 BP’s also. Makes sense then to start eradicating the unnecessary MOT’s.

Business Rules! Did you hear the one about waiting 8 days at the Prudential for the ink to dry on parchment paper?
Or the Allied Pickfords 35  mile rule?

People forget about them and the reasons why they exist – how many BR’s have you got?

Internal Handoffs - oh boo, more checkers checking checkers :(

Breakpoints. Internal hand-offs. All that red tape. Even getting the simplest things done is like draining the ocean. How many BP’s do you have? bit.ly/BP_overview

Business Process Management - do we really need it anymore?

Sounds provocative however what is it really all about?

The chaotic nature of business today with promiscuous customers, extended customer experiences, multi-channel, always on digital world means control of process is a fundamental pre requisite of the successful business. Leaving the processes to fate is an act of gross irresponsibility and should be treated as such. If you don't care about your processes you don't care about your people and your customers.

There that said there is sage guidance from Frederick Winslow Taylor back in 1911: "The first step in gaining control of an organization is to understand the basic processes" From our 21st century perspective we add to that " Once we understand the basic processes we need to proactively manage them to achieve Successful Customer Outcomes" QED Business Process Management.

We are also faced with a number of different flavors of BPM. What's yours?
We will discuss that tomorrow.

After all process is just another name for the work we all do.


Successful Customer Outcomes - make or break

Big topic today. Successful Customer Outcomes. 

Do you know the difference between what customers say they want and what they really need? http://bit.ly/16DbbQN

Moments of Magic, Moments of Misery and Moments of Itchy Scratchy

Let’s swing back to Moments of Truth. 

They come in six different types.

How many MOTs does your organization have?
Evaluate the types bit.ly/MOT_overview

The Process Miracle - Free Online BPM course

Are you enjoying the resources?

We also have a FREE online course called the Process Miracle. It is a 4 week program with daily thoughts and actions. Sign-up for free: http://www.processmiracle.com

Customer Decision Points and Business Rules

Moments of Truth and Breakpoints are supported by business rules. Any decision point within the customer experience (theirs and ours). 

Business Rules are prone to obsolescence – get the Guide here: bit.ly/BR_overview

Internal work - Breakpoints and Red Tape

Moments of Truth come in many shapes however they are the fundamental cause of all the work we see in an organization. 

How does that internal work appear? As Breakpoints – download here: bit.ly/BP_overview

Those infernal Moments of Truth and the Customer Experience

Every Customer Experience has interactions. The customer facing ones are Moments of Truth – make or break for the relationship. 

Here’s an overview of MOTs bit.ly/MOT_overview

Use Your Buts Well (courtesy of NLP Comprehensive, Colorado)

Here is a terrific example from one of my professional associations (NLP Comprehensive) of creating the right language in and around Outside-In thinking and practice.

This extract comes courtesy of NLP thought leaders in Colorado and I would strongly encourage deeper investigation, and if you can spending some time with these extremely fine souls.
Steve Andreas - A Guide and Mentor to many (self included)


Happy Tuesday! 

Can you believe we're already half way through August?  It's amazing how quickly the years fly by, isn't it?

This week I thought I would share an article that is near and dear to my heart.  The "But" rule.  It is a fascinating rule, and one that if followed will serve you well.  Let me know what you think of it!

And if you'd like even more education and practice with language and how it can affect your communications and relationships I would recommend you pick up the Portable Practitioner.  Packed with useful and applicable information you can use to improve the choices you have it is one of our most powerful tools available.  So grab your copy today and start making changes in your life by visiting  http://www.nlpco.com/nlp-training/nlp-practioner-home-study/ and picking up the Portable Practitioner program today.

Talk soon,

To Comment or Read Online, click here: http://www.nlpco.com/news

Use Your Buts Well
by Steve Andreas  1181 words, 4.7 minutes reading time
One powerful aspect of NLP is to discover what kind of internal experience is elicited by the use of specific language. This enables us to use language in a very directed way in order to get the results that we want. Often the careful examination of a single word yields great dividends, and the word "but" is certainly one of them.
"But" is a negator (Fritz Perls used to call it a "killer") of whatever experience immediately precedes the word. For me, the image preceding the word "but" quickly slides to my left, disappearing out of my field of internal vision. So "but" is very useful any time you want to (or have to) mention something to someone, but then you want it to diminish in importance or even disappear from their awareness altogether.

Notice what happens in your internal experience when you take any two contents, connect them with "but," and then repeat this, but reversing the two contents. A tired old joke illustrates this nicely. The mother says to the daughter: "I know he's ugly, but he's rich." and the daughter replies, "Mother, you are so right. I know he's rich, but he's ugly."

So the other side of the coin is to be able to use "but" to defend yourself against a communication that asks you to ignore something that is important to you.

When people are cautious or wary, they often tend to respond defensively, and may oppose whatever someone else says, and find problems with it, no matter how sensible the suggestion might be. In such a situation, often the other person will reply, "Yes, but . . ." (negating the "Yes" agreement) and then respond with an opposite opinion. "Yes, I can see that, but there is a problem with it." Once someone is focused on a problem, it is easy to get "tunnel vision" and forget that the reason for studying a problem is to find a way to make the suggestion work. Many people then become frustrated because they are stuck with discussing a problem, and don't know how to get the conversation back to the suggestion that they want the other person to consider.

One alternative is to repeat what the person just said, but replacing the word "but" with "and." "OK, you can see that, and there is a problem with it." This keeps both of the representations (the suggestion and the problem) connected together in the person's awareness, and the problem can be considered in the context of the possible advantages of the suggestion.

If you expect that your suggestion is likely to be met with a "Yes, but" response, you can make the first move and state the reverse of what you want the person to consider. Someone who "Yes, buts" consistently will usually feel compelled to reverse it. In the example above, if the daughter (knowing that her mother is a "Yes-butter)," says, "I don't know . . . he's ugly, but he's rich," the mother is likely to respond, "Yes, he's rich, but he's ugly." If the mother doesn't reverse it, the daughter can always follow up with the reversal-and now her position is one of considering both sides of the matter, so she can't be accused of being stuck in one narrow point of view!

Another very effective use of "but" is as a preemptive move with someone who tends to respond frequently with a "Yes, but," or someone you expect to respond in this way because of the content, context, etc. Since they unconsciously process with the "Yes, but" pattern, they will also process unconsciously when you use the same pattern with them.

For example, let's say you want to make a proposal to your boss, who you know from experience tends to find objections, or respond negatively and reject the entire proposal. "You will probably think what I have to say is really crazy, . . . but I'd like to offer you my proposal and see what you think." If the boss tends to respond in opposition, he will first have to disagree with what precedes the "but" (especially if you pause for a half-second before the "but"), and this will put him into an attitude of agreement with what you will say next. At this point, the boss has already had the opportunity to respond negatively, and then the "but" will tend to push this aside, so he is more likely to simply consider the proposal on its merits. If you're pretty sure that someone is going to oppose what you say, giving him something else to object to, allows him to approach the proposal itself with an open mind.

You can also invite him to find flaws in your proposal (which is something that you know he will likely do anyway). "You will probably think what I have to say is really crazy, . . . but I'd like to offer you my proposal and have you point out the problems with it." If he is likely to respond in opposition to whatever you propose, he will also be likely to oppose your suggestion to find flaws in your proposal, and be at least a little less vigorous in doing this. By inviting him to find flaws, you have allied yourself with what he will do anyway, so there is no opposition. He may still find objections to it, but likely without the defensive and critical attitude that otherwise would have been there.

Then when he finds something to object to in the proposal and says, "Yes, but this (X) is a problem," you can say, "Yes, I see that (X) could be a problem, but if we can find a way to deal with that, I think that the proposal as a whole could still be worth exploring in more detail, because. . . (of the profit potential, etc.)." This is using the "Yes, but" in response to a "Yes, butter" in a way that can keep the discussion going usefully. Again, you are allied with the boss, and together you can consider both the proposal and the problems with it.

When someone says, "Yes (X), but (Y)," you can also include their entire "Yes, but" response as the "Yes" part of your "Yes, but" reply. "Yes, what you just said is clearly important to consider, but I think that (Z) (whatever you want him/her to consider next) is also worth thinking about." You can continue this kind of move as many times as you want in order to keep the discussion going in a useful direction. Since most people have great difficulty consciously tracking even one such move, this can be particularly effective in getting people to continue paying attention to what you think is important, and to continue considering and discussing it.

These are all very useful ways to keep a discussion on track and not get caught up in struggling with peoples' habitual and defensive responses. But all these moves, no matter how skillfully done, will not salvage a lousy proposal, no matter how clever you are.

Steve Andreas, with his wife Connirae, has been learning, teaching, and developing patterns in NLP since 1977. Steve is the author of a number of NLP articles and books, including Heart of the Mind, and has produced many videotapes and audiotaped demonstrations of specific NLP patterns for personal change.

Coming Events:

Resolving PTSD: The Many Aspects
With Steve Andreas
August 15-18 2013  Boulder, Colorado
PTSD often comes with a cluster of "companion issues." Learn how to recognize the different aspects of PTSD, and how to resolve each of them.
Tuition: $650
CEU's available

Coming to Wholeness
with Connirae Andreas
Sept. 14-15, Boulder, CO
If you are interested in spirituality, personal growth, NLP, or you just want a way to deal with stress that actually works, this training is for you.
More Info & Register!

Core Transformation
With Tamara Andreas
No Will-Power, No Discipline, No Positive Thinking, Just You!
Oct. 11-13, 2013 Boulder, Colorado
Earlybird Rate! $395 - Save $80 by registering by Sept 20. Regular Tuition: $475
Read more: http://www.nlpco.com/training/core-transformation-1/

The ALL new CEMMethod - a way of creating and managing the Customer Experience

An overarching approach to creating, managing and delivering the customer experience. 

Here is the all new CEMMethod: bit.ly/CEMMethod13

The customer can’t be king at the expense of your business.

The customer can’t be king at the expense of your business. 

My recent interview with India Times tells us the reasons why: http://bit.ly/19VJwzD

We have got to get scientific about the customer experience.

We have got to get scientific about the customer experience.
This next few days we are providing Guides to do just that. Signup to the blog to get em daily.

Australias thousandth CPP Master!

This week Australia celebrated the 1,000th Certified Process Professional Master.

The lucky guy is Andy Le Grange (third from the left) who received a Samsung Note 8 as recognition of the milestone. The CPP series first touched down in Australia in September 2005.

The first CPP Masters programme was held in 2009, and David Mottershead - the first CPP Master (Customer Experience Manager, Vistaprint) visited this weeks session to wish Andy and colleagues the very best.

We discussed when will the 10,000th CPP Master be accredited, so still a long way to go for that :)
Newly qualified CPP Masters - From l to r, Morgan Jones, Ed Wellham and Andy Le Grange