Business approaches to change can be complex and chaotic. Here however we take a different view - if there is one thing that could change everything what would that be? And yes there is! Review the short deck and gain access to a complimentary book, The Process Tactics Playbook (value $200 on Amazon).
Intermediate Accounting, Volume 2, 13th Canadian Edition by Donald E. Kieso t...
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.
“
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.
“
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?
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
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
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