Is CX working for you? If not these resources might help

Neat resources to help with the CX transition stuff...

The CX Lifecycle Template (free) – have you got it yet?

https://cemnext.com/cxlifecyclemap

The CX Lifecycle Template WEBINAR (free) – if you have the template you have got to do this!
https://cemnext.com/auto-webinar-registration

CPP Masters DENVER – a couple of places left in two weeks
https://11thdenvermasters.eventbrite.com

CPP Champions DENVER – a weekend special!
https://denver7thchampions.eventbrite.com 

CEM Leaders 3 hour (free) sessions in London – real, in the room, with Steve and James!
http://www.customerexperienceworld.co.uk/cem-leaders.html 

New website to celebrate 24 years of being – new look, new accreditations
http://www.bpgroup.org

Of course, if you have anything to add please let us know!
Ciao,
Steve

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success Certified Process Professional Masters Champions (CPP-Master) Program (and ACXP) http://www.bpgroup.org/training.html An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries. The program, now in its eleventh 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 ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html

FREE BPM-CEM-OutsideIn course. And receive a complimentary book – Outside-In.

Outside-in approaches create a completely new reality that reshapes how we manage and organize work so much so that functional pyramidal structures become artifacts of the past. 

Born in the complexity of the 21^st century Outside-In companies believe that all effort in an organization should be centered around the customer and ultimately deliver Successful Customer Outcomes (SCO).

Part of the insight of Outside-In companies is the identification of work that does NOT contribute to the SCO and accordingly may be ‘dumb stuff’ – work that can be eradicated and removed. In doing so Outside-In wins the triple crown of simultaneously reducing costs, enhancing service and growing revenues. Leading practice organizations include Apple, Southwest airlines, Google, Samsung and Zara. In our book “Outside-In – The secret of the 21^st century leading companies” we review many examples and lay the foundations for systematic approaches to enable Outside-In thinking and practice by all.

To access the online course: www.processmiracle.com

To download the free book:
https://www.dropbox.com/sh/3g6sl5c7rfn7ktw/GXSO5NWayS

To join us on the journey: www.bpgroup.org

Towers-Dodkins, April 2014.

Will you Fail?

From the desk of James Dodkins

We can probably reasonably observe, without fear of understatement, that the

customer has changed forever. The reason our organisations exist, the people

who pay our wages, the cause of all the work we do has evolved beyond

recognition.

And yet has your organisation changed in response to this evolution?

Do we do our work in a different way from the last century?

Is work still flowing top to bottom and left to right?

Are we thinking about how our processes connect with customer success?

In the BP Groups research and experience with the leading companies of the

21st century the answer is ... YES, some in fact do understand and act on

this new imperative. However the majority, including some previously

prestigious names are not getting it. Look at the troubles of Nokia, Kodak,

Sony, British Airways, Air India, United... the list is extensive and

disturbing.

For our examples of successful transformation and realignment we can include

Emirates, Zappos, Zara, Apple, Indigo, Hallmark and BMW. A wide selection

from different industries, cultures and operating models. We will get to

specifics later, for now let's review the reason for their successful

adoption of Advanced BPM, otherwise known as Outside-In. The customer!

If things are changing faster Outside than in you will fail

The accepted business wisdom until the end of the last century was the

adoption and exploration of ideas originally described by Adam Smith in theWealth of Nations, published in 1776. This seminal work introduced the world to the concept of the sub division of labour.

Written during the advent of the industrial revolution the 'Wealth of Nations' created a framework for organising manufactories and people into similar skills and disciplines. In fact the original work in a Scottish pin factory demonstrated 20 fold improvements to productivity and as such became a template for achieving industrial and commercial success.

Two and a half centuries later the model is still taught in business schools and academia as the way to structure and organise work. After all it worked for 200+ years?

We can't solve problems by using the same kind of thinking we used when we

created them (Einstein)

And there is the rub. The challenges we face in the 21st century are very different to those being addressed by Adam Smith and the industrialists of the Napoleonic era.
Let's get to grips with some of the shifts...

Kindest Regards

James Dodkins

Chief Customer Officer

BP Group

Twitter - @JDodkins

Six steps to winning with the Customer Experience

1. Start by identifying the Moments of Truth (customer interactions) that exist across all of your customer experiences (you can create more specific experience maps later).

2. Make a list of all the Moments of Truth (MOT). For each MOT write a description, method of interaction, and customer expectation.
We use the Diagnostics dashboard to make sure we turn the MOTs into 15 quantifiable and actionable metrics.

There are three ways to collect and collate this information:

• Workshops of all interested people.
  That includes customers, advisors, employees and management.
• Recording of actual experiences.
  Yes, record the experiences and evaluate afterwards. We use a video technique that identified Moments of Truth with red flashes, Internal Interactions with blue and decision points as green.
• Analysis of customer feedback.
  Review the letters, calls and social network commentary and capture the experiences to gain insights and a better understanding.

3. Document the learning and produce a visual illustration (process activity maps).

4. Use the maps to identify areas working well and those that need improvement. Focus on the critical MOTs — those crucial interactions that determine whether the experience you are creating delivers the optimum encounter, expectation and emotion.

5. Build a Action Plan to engineer the ABACUS of the customer experience.
At each stage identify the relevant MOTs that cover off these elements:

• Awareness
  When and How does the customer become aware of the process, product or service you offer?
• Buy-In
  How and Where does the customer ‘get it’ and become an advocate for the experience?
• Acquisition
  How is the purchase made. Not just a product buy but the actual commitment.
• Care
  Why should the customer care? How do you ensure the trust and commitment is reciprocal and reinforced?
• Use
  How does the product, service work. Has it been designed from the customers perspective (Outside-In)? Ease of use goes beyond efficiency and focuses directly on the actual customer experience.
• Share
  In our always-on world how does Share happen? Is that understood and optimized? Recall the fantastic tale from Canada - Westjet Christmas story[1] with more than 35 million hits on youtube in 3 months. By the way that is more than the population of Canada! That’s good news, but what about capturing the bad news before it becomes a crisis – recall the United Breaks guitar[2] story?

6. Engage the entire organization to undertake the journey to Customer Experience Management. We use the structured CEMMethod™, derived from the work of companies such as Virgin, Disney, Southwest Airlines, Emirate, BMW, Bentley, Zara and many more truly Outside-In enterprises. Whoever and where-ever you are it is directly and immediately useful.

If you are serious about engineering the Customer Experience then let us know (below). We will provide immediate links to videos, resources and an expert community doing this stuff as a way of life.

---

[1] Westjet Christmas – a terrific example of sharing your values and ethos - http://bit.ly/1habsP2

[2] United Breaks Guitars – how a bad experience turns into a corporate crisis - http://bit.ly/1dmOKaW

 

Outside-In and CEM books

The 2006 book Customer Expectation Management - Success without Exception, identified global leading best practices and lessons from the worlds top performing companies.
We have now harnessd these best practices into a set of practical and easy to use toolkits and education services which will help you transform the way processes work forever.

I wanted to tell you how much I enjoyed the book! It really helped tie together various concepts and practices I have been evolving towards over a number of years, crystallizing them into a simple but powerful framework.  Steve Melville, Director, Oracle, USA.

See the book on Amazon.

In 2010 the book Outside In The Secret galvanized global leading corporations to redefine their view of business, and in doing create clear water between themselves and their competitors. In redrawing the business map companies progressively with the Triple Crown as they simultaneously reduce costs, grow revenues and enhance customer services.
 

It is a copernican shift in the way people do business.

You will never think of business in the same way again.

See the book on Amazon.