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What is the ONE singular thing we can do to transform
Andwinthetriplecrowneverytime
Customer Experience Management
Let’sdosomeBusinessAcupuncture!!
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	
  Product/Service	
  
Product/Service	
  to	
  Person	
  
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 JourneYFUTURE	
  STATE	
  
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	
  
Business Acupuncture (yes really) - how one thing changes everything
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
What is the ONE singular thing we can do to transform
Andwinthetriplecrowneverytime
Customer Experience Management
Nowyougo dosomeBusinessAcupuncture!!
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

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Business Acupuncture (yes really) - how one thing changes everything

  • 1. What is the ONE singular thing we can do to transform Andwinthetriplecrowneverytime Customer Experience Management Let’sdosomeBusinessAcupuncture!!
  • 2. 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  
  • 3. 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!!
  • 4. 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. “  
  • 5. those who get THE CUSTOMER
  • 6. 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. “  
  • 7. BP GROUP FOUNDER & CEO PRACTITIONERS OF BUSINESS ACUPUNCTURE
  • 8. 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.
  • 9. 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  
  • 10. What can we do? Why does it seem so difficult?
  • 11. INSIDE-­‐OUT   THE PROBLEM is the way we think of work
  • 12. our business models were born in the 1700’s during the industrial revolution CEO Marketing Sales Customer Service Operations Finance
  • 13. it is this way we think about work INSIDE-­‐OUT  
  • 14. OUTSIDE-IN those who get it see the world differently and have found a new way
  • 15. “Outside-in is a powerful idea” Jack Welch
  • 16. MOMENT OF TRUTH – video ‘Eleven’ hNp://www.successfulcustomeroutcomes.net/2015/08/eleven-­‐one-­‐of-­‐funniest-­‐moment-­‐of-­‐truth.html  
  • 17. 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
  • 18. 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
  • 19. Person  to  Product/Service   Product/Service  to  Person   PROCESS DIAGNOSTIC MOMENTS OF TRUTH
  • 20. CASE STUDY MOMENT OF TRUTH IDENTIFY WHERE AND WHAT THE MOT’S ARE
  • 21. Miguel  de  Cervantes  (1547-­‐1616)   Take away the Cause and the effect ceases What else was this guy famous for?
  • 22. 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
  • 23. Multi-channel Customer JourneYFUTURE  STATE   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    
  • 24. 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  
  • 26. 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                 ✔
  • 28. What is the ONE singular thing we can do to transform Andwinthetriplecrowneverytime Customer Experience Management Nowyougo dosomeBusinessAcupuncture!!
  • 29. 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