Customer Journey maps v. Process modeling

As good as journey maps can be?

We all need a better picture, one that represents both the outside and the in. A representation that brings a clear view of the customer, their interactions and the resulting internal dialogue across people, systems, process and rules. That is what we have here. Something new. Something shiny. And.... something proven.





















Certified Process Professional Masters (CPP-Master) Program
(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

In theory, theory is great but in practice theory doesn’t work - Is NPS dead?

Has Net Promoter Score gone passed its shelf life?
On a scale of 1-10 what would you respond?
And would you kindly refer me to a friend?

Seriously though the popular NPS (well with certain executive teams) seems to have run its course.

This last year has seen a clutch of leading companies coming to the same conclusion, simply put we have to get more scientific about the Customer Experience.

Share and review the latest observations:

Stop using Net Promoter Score

Net Promoter Score Under Attack

The Net Promoter Score: Does the Single-Question Scoring System Work

Why Net Promoter Score is Not a True Measure of Customer Satisfaction

Why Net Promoter Score May Not Align With Business Results





Certified Process Professional Masters (CPP-Master) Program
(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

Say what you do, do what you say

Managing customer expectations and creating the experience to deliver it makes good sense. 

Why is it then almost an after-thought for most large corporates? At best it seems happen chance. 

The way to success is to put the effort into creating successful customer outcomes (SCO) and then managing customers expectations to them.

Craft the associated experience and ensure all the interactions (external and internal) contribute to this SCO.


Another perspective? See http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-truth.html




Certified Process Professional Masters (CPP-Master) Program
(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

Understanding Customer Needs

You have to understand the Customer Need and work backwards into the organisation to ensure everything you do aligns to that need.

And that is not about asking customers what they want - you have to understand the need even when the customer doesn't know it themselves. Until Apple invented the iPhone 3 none of us knew we needed it.



We call this thinking and the resulting actions Outside-In.





Certified Process Professional Masters (CPP-Master) Program
(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

You cannot manage the future by micro managing the past

How much do you need to know to know you know you know enough?
There is an industry out there which encourages detailed analysis of the past to understand the future. It didn't work then, it doesn't work now. 

Stories of generals fighting the last war are legion. So don't become a victim of Analysis Paralysis.




Certified Process Professional Masters (CPP-Master) Program
(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

Why are Lean and Six Sigma failing so badly?

CEMMethod, Lean, Six Sigma

It’s a confusing world out there. At the last count there were over 19,000 improvement methodologies (Wikipedia) all geared to helping organizations get better at business. So at least there’s always been plenty of choice depending on your particular flavor of the month however one has to ask the question why so many and why do even the better ones fail to help our companies adapt and change?

Regular readers of our stuff will know we can be quite outspoken on this matter, and it’s
best summed up by the phrase “you may be doing things right, but are you doing the right thing?”.
The vast majority of techniques, approaches and methods are geared to fixing problems, and essentially getting better at doing things right. That’s fine in the 20th century world where efficiency was king. Not so anymore where effectiveness and efficiency are pre-requisites for business success. Just getting better at what you currently do (doing things right) is the road to hell of diminishing returns. The harder we try, the tighter we get, the poorer the gain each time around.


Let’s contrast that with doing the right thing. Here we seek to determine what the right thing is, and in our language it centers on Successful Customer Outcomes (SCOs). And that isn’t about (just) filling forms correctly, tightening bolts or producing widgets. It is a philosophy that seeks to improve our alignment in everything we do towards the SCO. It is geared to understanding Causes rather than fixing effects, and unfortunately again so much of what is called ‘improvement’ is about fixing effects, rather than flushing out the causes of work and the Points of failure (POF).

The approach we espouse, which we call Customer Experience Management Method (CEMMethod), has a set of principles and philosophy that makes sure everything you do improves the SCO. CEMMethod helps an organization bring their processes, systems, strategy and people into ‘outside-in’ alignment.

Does CEMMethod work?
Absolutely and that’s precisely what allows those leading companies to carry on creating clear water between themselves and the nearest ‘inside-out’ rivals.

So how could we compare the recent emergence of CEMM with less effective approaches like Six Sigma and Lean? Easy..

Six Sigma - Fixing problems. Doing Things Right.
For example people may not be filling in a form correctly. Six Sigma understands how often, where and what could be done to improve accuracy of the form.

Lean - Doing Things Right, and sometimes doing the Right Thing.
Similar to Six Sigma however goes a stage further in removing waste associated with form completion by removing unnecessary steps and sometimes as a consequence negates the need for a form entirely. In doing so occasionally, but not by design, stumbles into doing the right thing.
Both Six Sigma and Lean don’t challenge directly whether the form helps to achieve an SCO. Conversely,

CEMMethod - Doing the Right Thing. Doing it Right, doing it even Better.
Asks whether the form contributes to the achievement of the SCO. If it doesn’t we stop doing this dumb stuff. It is typical to find that a massive amount of work in a CEMM examined process becomes unnecessary and in doing so frees up scarce resource.
The good news is that those ‘outside-in’ success stories can help all of us embrace the SCO and identify and achieve immediate substantive triple crown benefits for our organizations.


Terms used in this article:
CEM - Customer Experience Management
CEMMethod - Customer Experience Management Method
SCOs - Successful Customer Outcomes
POFs - Points of Failure
Triple Crown - Concurrently Improving Revenues, Enhancing Service and Reducing Costs.
Inside-Out - viewing the organization as a self sustaining functional enterprise focused on division of labor
Outside-In - understanding and living an approach that recognizes the only reason an organization exists is to deliver SCOs. In doing so achieving Triple Crown benefits which benefit the Customer, the companies employees and the shareholders.



Certified Process Professional Masters (CPP-Master) Program
(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

Customer Experience Management - the truth

Customer Experience Management - what is it and why it transcends journey mapping, process management, lean and six sigma.
Quick update for those wanting the FREE download of CEMMethod - http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-method.html

Customer Experience Management Method updated approach (v10)

CEMMethod (updated) download new material

I hope you are well. Where has this year gone? 
Herewith is the latest on the Customer Experience Management Method :)

** CEMMethod v. 10 ** 
As with all these things Customer Experience Management continues to develop as organizations mature and understand better the need to align everything they do to the successful customer outcome. And in the spirit of new boots and pants we have updated the CEMMethod and associated glossary to version ten. Eleven years after its public launch now with 40+ individual techniques and approaches designed to hand hold you through the tricky territory of reframing process Outside-In. 

** Updated Training program ** 
Naturally the training has evolved alongside the latest thinking and practice in the worlds leading organizations, so if you need a refresher talk to us about the very special pricing. If you have colleagues who should adopt the CEMMethod and become qualified business process professionals then join us for three or five day sessions at a venue near you soon. 

So off we go with a bounce in our step to embrace the challenge of new ways ☺ 

** CPP Masters program ** 
Denver, Orlando, London, Singapore http://bit.ly/BPGroupCPP 

CEMMethod (v10) – download the guide and the glossary - 
https://www.dropbox.com/sh/vqle3vskzekqql2/AADJ9iMtWS-sz1cRO6-d0tuBa?dl=0

Note the links expire January 31, 2015
Ciao 
Steve


Certified Process Professional Masters (CPP-Master) Program
(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

Customer Experience - what is it?

Now, unless you are German turn off the volume.
The pictures will tell you everything you need to know :-)


Gets the point across nicely. Good work from Frederic Monard.

Customer Experience through a looking glass

Ten points for who said a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.’ (answers on a postcard please)

It has to be a Research company who may just want to add to the current customer experience hype with a review of what worked in the past. However we are living in a new age of customer liberation. Nothing like this has been witnessed before (well perhaps the Gutenberg press has a parallel impact - see here) and so drawing comparisons with a couple of decades ago really misses the point? Or am I completely wrong and we should just focus on Lean, Six Sigma and industrialization to help us understand customers better?

My take from a recent Process Excellence conference (PEX) on how we all need to shift our perspective Outside-In.


When you say End to End what do YOU mean?

Nearly four years ago this question roused us all from our slumbers and continues to trouble many. Over on Linked In you can browse the various (and sometimes quite alarming) perspectives from noted to thinkers and leaders. Feel free to chip in and we will shortly summarise the key points for all to share :)

Review the story so far and join the debate at: http://lnkd.in/bvMTRXs

It is Needs not wants, stupid.

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