Eleven - One of the funniest Moment of Truth Videos ever

Frequently asked for and always very funny is this short comedy sketch of a couple of guys trapped in an elevator/lift certainly not designed with Successful Customer Outcomes in mind. You will never experience elevators in the same way again ;-)

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

Moments of Truth - the truth, and nothing but the truth

Richard Normanns idea from the 1970's is alive and kicking :)

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16

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 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

Start trusting people (it works)

Rather than trying to prevent all errors, we should assume, as is almost always the case, that our people’s intentions are good and that they want to solve problems.

From Creativity, Inc. by Ed Catmull

Certified Process Professional Masters (CPP-Master) Program

(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct 27-31, Brisbane Australia 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

Moment of Truth at Starbucks

Starbucks actively manage every single moment of truth to ensure the experience they create is optimal and aligned with the successful customer outcome.

It isn’t some corporate slogan about the customer at the heart, it is literally  

“When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers – even if just for a few moments.” 

http://www.starbucks.com/about-us/company-information/mission-statement

Certified Process Professional Masters (CPP-Master) Program

(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct 27-31, Brisbane Australia 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

The power of Thankyou - 8 million times over

Do you trust your bank or would rather use a mattress for your hard earned dosh? Here's one financial company going the extra mile to say thank you to some of their well deserved customers. How to turn a Moment of Truth into the Moment of Magic! #TDThanksYou

It looks like this is a trend in Canada - remember the Westjet Christmas giveaway? That is topping 36 million hits now. The TD Trust video has chalked up 8 million views in a little over a week.
Wow. Go enjoy people being thanked - it is a cutie.

6 Tips for Understanding Customer Needs, even when they don't know themselves (includes video 4 mins)

Get your hands on SCO's. What are they? How can they help?

Upcoming events with 42 techniques in Customer Experience Management Method
http://www.bpgroup.org/certification-by-city.html
Orlando - London - Denver - Bangalore - Dubai - Brisbane - Sydney - Singapore - Dubai - Amsterdam - Cape Town - in 2014-15

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