What is the ONE singular thing we can do to transform
And win the triple crown every time C ustomer Experience Management
Let’s do some Business Acupuncture!!
BP GROUP FOUNDER & CEO
STEVE TOWERS
CPP CHAMPION
LSS MBB
INDUSTRIAL ENGINEER
MEDICAL HYPNOTHERAPIST
NLP MASTER
AUTHOR @stowers | www.stevebtowers.com | [email protected]
Agenda
• Redefining the moment of truth • Is there one single thing that can
change the dynamic of your customer experience?
• The role that business improvement plays in creating the exceptional customer experience
Free!!
What is Process?
“ Process is simply another name for the work we all do. The work we all do is all about crafting the optimum Customer Experience. The Customer Experience is defined by Moments of Truth.
“
those who get THE CUSTOMER
What is Acupuncture?
“ a system of complementary medicine in which fine needles are inserted in the skin at specific points along what are considered to be lines of energy used in the treatment of various physical and mental conditions.
“
BP GROUP FOUNDER & CEO
PRACTITIONERS OF BUSINESS ACUPUNCTURE
Truths
All work originates from the Customer Interaction.
Every Customer Interaction is a Moment of Truth.
When you control the Customer Interaction you
control everything.
Who IS the customer?
PRIMARY
Where the money comes
from
SECONDARY
Have an interest in the process but are not
directly involved
INTERNAL
Those we interact with, within our business
What can we do?
Why does it seem so difficult?
INSIDE-‐OUT
THE PROBLEM is the way we think of work
our business models were born in the 1700’s during the industrial revolution
CEO
Marketing
Sales Customer Service Operations Finance
it is this way we think about work
INSIDE-‐OUT
OUTSIDE-IN
those who get it see the world differently and have found a new way
“Outside-in is a powerful idea”
Jack Welch
MOMENT OF TRUTH – video ‘Eleven’
hNp://www.successfulcustomeroutcomes.net/2015/08/eleven-‐one-‐of-‐funniest-‐moment-‐of-‐truth.html
PROCESS DIAGNOSTIC
MOMENT OF TRUTH
REMOVE OR IMPROVE
FOR EVERY PROCESS THAT DESERVES TO EXIST THERE IS AN OPTIMUM NUMBER OF MOT’S
CAUSE OF ALL WORK
THERE ARE SIX DIFFERENT TYPES
ANY INTERACTION WITH THE CUSTOMER
PROCESS DIAGNOSTIC
MOMENT OF TRUTH
PERSON TO PERSON
SYSTEM TO PERSON
PERSON TO SYSTEM
SYSTEM TO SYSTEM
PERSON TO PRODUCT/SERVICE
PRODUCT/SERVICE TO PERSON
Person to P
roduct/Serv
ice
Product/Ser
vice to Perso
n
PROCESS DIAGNOSTIC
MOMENTS OF TRUTH
CASE STUDY
MOMENT OF TRUTH
IDENTIFY WHERE AND WHAT THE MOT’S ARE
Miguel de Cervantes (1547-‐1616)
Take away the Cause and the effect ceases What else was this guy famous for?
TASKS MOTS
HANDOVERS
BUSINESS RULES
This is an Effect These are the CAUSES of work
Process Cause v. Effect
MOTS – Any Customer Interacaon HANDOVERS – Internal interacaons BUSINESS RULES – Decision Points TASKS – Tradiaonal process tasks/acaviaes
WHEN YOU have IDENTIFied THE CAUSES OF WORK the FIXING CAN BEGIN
Multi-channel Customer JourneY FU
TURE
STA
TE
Day 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14
MOMENT OF TRUTH BUSINESS RULE HANDOVER
CUSTOMER EXPERIENCE MAPPING AT THE CAUSAL LEVEL - Onboarding with the bank
Multi-channel Customer Journey
Social Media
Website
Branch
Home
Contact Centre
Smart Mobile
Awareness Buy-in Acquisition Care Use Share And return to need creation
CUSTOMER EXPERIENCE MAPPING AT THE CAUSAL LEVEL - Onboarding with the bank
customer EXPERIENCE
channel
moment of truth customer journey
© CEMProSystems
CORE SUPPLEMENTAL STEERING
CEMMETHOD STEPS ALIGN OPTIMIZE INNOVATE PERFORM INTEGRATE STRATEGY LEADERSHIP EXECUTION Audit
1 ORCA ✔ ✔ ✔ ✔
2 AS IS OISM ✔ ✔ ✔
3 SCOM 1 ✔ ✔ ✔
4 SEM ✔ ✔ ✔
5 AS IS PAM (CURRENT STATE) ✔ ✔ ✔
6 POF ANALYSIS AS IS MOT ✔ ✔ ✔ ✔
7 POF ANALYSIS AS IS HO ✔ ✔ ✔
8 POF ANALYSIS AS IS BR ✔ ✔ ✔
9 POF ANALYSIS AS IS ABACUS ✔ ✔
10 PAM Check ✔ ✔
11 POF Profile ✔ ✔ ✔ ✔
12 POF Documentation ✔ ✔
13 Risk Impact Matrix ✔ ✔
14 Impact Rating ✔ ✔
15 MOT Ranking ✔ ✔
16 TO BE OISM 2/4 (Start & Finish, Business we are in) ✔ ✔ ✔
17 Action Plan ✔ ✔ ✔
18 The Innovation Formula ✔ ✔
19 Integration Feasibility Outline ✔ ✔ ✔
20 Action Plan Decision ✔ ✔ ✔ ✔
21 TO BE PAM ✔ ✔ ✔
22 TO BE MOT ✔ ✔ ✔ ✔
23 TO BE HO ✔ ✔ ✔
24 TO BE BR ✔ ✔ ✔
25 TO BE PPL ✔ ✔
26 TO BE ABACUS ✔ ✔ ✔
27 Digital Capabilities ✔ ✔
28 TO BE POF Documentation ✔ ✔ ✔
29 TO BE Risk Impact Matrix ✔ ✔
30 TO BE Impact Rating ✔ ✔
31 POF Profile Comparison ✔ ✔ ✔
32 TO BE OISM 4/4 (SCOM 2, KEY MOT's) ✔ ✔ ✔
33 ORCA Update ✔ ✔
34 OIBS ✔ ✔
35 Heliogramme ✔ ✔
36 Presentation Preparation ✔ ✔ ✔ ✔
37 Presentation Critique ✔ ✔ ✔ ✔
38 Presentation ✔ ✔ ✔ ✔
39 GO LIVE SCOM 3 ✔ ✔
40 Qualified Integration Feasibility Plan ✔ ✔ ✔
41 4E Customer Categorization ✔ ✔
42 OI Compliance ✔
TAKK :ششككرراا
Free!! - US$200 VALUE-
What is the ONE singular thing we can do to transform
And win the triple crown every time C ustomer Experience Management
Now you go do some Business Acupuncture!!
Get the book free here… http://9t52lehl.megaph.com/
Or buy online for US$196.00 Here…
http://www.amazon.com/Process-Tactics-Playbook-Steve-Towers-ebook/dp/B00X4DKFP0
