The critical step in improving
customer understanding is to stop asking questions. Instead listen to the customers
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 lets get scientific about the customer experience and scrap those dumb surveys that are
subjective, self selecting and geared to understanding wants.
Certified Process Professional Masters
(CPP-Master) Program
(Sydney Australia Oct 27-31, Brisbane Aus Nov 3-7, 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
