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    |    steve.towers@bpgroup.org  

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