This document discusses process optimization and customer experience. It notes that moments of truth (any customer interaction) and breakpoints (hand-offs between processes or systems) can create complexity, costs and failures. The document advocates documenting moments of truth, breakpoints, and business rules to understand the causes of work and points of failure in a process in order to optimize it for performance, agility and quality. Dates are also listed for CPP training sessions.
What does social networking really mean for your company and your brand? If themessages your customers hear about you come mostly from you, then advertisingrules. But now that customers communicate with each other, more and more, it'sthe customer experience that counts. As transparency has become inevitable andcomplete, and all our customers can know essentially everything about all productofferings and pricing, how do we compete?
What does social networking really mean for your company and your brand? If themessages your customers hear about you come mostly from you, then advertisingrules. But now that customers communicate with each other, more and more, it'sthe customer experience that counts. As transparency has become inevitable andcomplete, and all our customers can know essentially everything about all productofferings and pricing, how do we compete?
Presentaties van de iLounge waar het Handboek Direct Marketing 2.0 van Paul Postma werd gepresenteerd. Met inleidingen van Paul Postma, Richard Verhoeff (Center Parcs) en Hugo Koopmans (Chordiant).
Datum: 26 september 2007, De Balie, Amsterdam.
Strategic Management- New Music Venue in Bridgewater, MABCronin2
ย
This Powerpoint presentation is the work of Patrick McHugo, student at Bridgewater State University, along with myself, Brendan Cronin. McHugo and I presented this slideshow in our Strategic Management course, to show the steps in the corporate decision-making process.
While the details in this document are specific to this music venue idea, the process can be used in determining whether or not to start up any kind of business. This includes: Thorough Environmental Scanning, Strategy Formulation, and Strategy Implementation. If this were an existing business or evaluation criteria were in place, there would also be Strategy Evaluation.
This slideshow shows, in detail, the specific charts & steps in making any large, strategic decision.
*While I do claim ownership to the Excel-generated diagrams in this slideshow, I do not claim ownership to the other images found in this presentation.
Communicating The Value Proposition For New Products And Startups, Key Elemen...Phil Hendrix
ย
Outlines 10 key elements that should be included in communicating the value proposition for new products and startups. Describes how incomplete, partial descriptions lead to overly optimistic estimates of market potential.
Dr. Phil Hendrix, immr
Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.
The webinar will cover โFive Points of Transitionโ a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.
How does your company rate when it comes to the customer experience? Find out how well your company is performing and benchmark with other retailers.
Uk Bank? Global Financial Crisis? Business as Usual? Better not be... here's the story from the battlefield from one of the hands-on business leaders. Hear it as it is.
BP Groups 18th Annual Conference featured tremendous presentations.
We looked at the latest in Process Excellence and this is Steve Towers contribution :-)
Presentaties van de iLounge waar het Handboek Direct Marketing 2.0 van Paul Postma werd gepresenteerd. Met inleidingen van Paul Postma, Richard Verhoeff (Center Parcs) en Hugo Koopmans (Chordiant).
Datum: 26 september 2007, De Balie, Amsterdam.
Strategic Management- New Music Venue in Bridgewater, MABCronin2
ย
This Powerpoint presentation is the work of Patrick McHugo, student at Bridgewater State University, along with myself, Brendan Cronin. McHugo and I presented this slideshow in our Strategic Management course, to show the steps in the corporate decision-making process.
While the details in this document are specific to this music venue idea, the process can be used in determining whether or not to start up any kind of business. This includes: Thorough Environmental Scanning, Strategy Formulation, and Strategy Implementation. If this were an existing business or evaluation criteria were in place, there would also be Strategy Evaluation.
This slideshow shows, in detail, the specific charts & steps in making any large, strategic decision.
*While I do claim ownership to the Excel-generated diagrams in this slideshow, I do not claim ownership to the other images found in this presentation.
Communicating The Value Proposition For New Products And Startups, Key Elemen...Phil Hendrix
ย
Outlines 10 key elements that should be included in communicating the value proposition for new products and startups. Describes how incomplete, partial descriptions lead to overly optimistic estimates of market potential.
Dr. Phil Hendrix, immr
Learn how leading retailers are applying Lean Six Sigma to improve the customer experience.
The webinar will cover โFive Points of Transitionโ a consumer goes through in a retail environment and how those five transition points can be optimized for efficiency and improved customer experience.
How does your company rate when it comes to the customer experience? Find out how well your company is performing and benchmark with other retailers.
Uk Bank? Global Financial Crisis? Business as Usual? Better not be... here's the story from the battlefield from one of the hands-on business leaders. Hear it as it is.
BP Groups 18th Annual Conference featured tremendous presentations.
We looked at the latest in Process Excellence and this is Steve Towers contribution :-)
Google Firestarters Conference: An Emerging Agency OSMartin Bailie
ย
An Emerging Agency OS
@martinbailie
what's broke?
-Our focus:
outcomes have become divorced from outputs
clients seek a profitable growth outcome, agencies seek rewards from a famous output
Clients like increased profit, agencies like making things
Consequently, clients don't always value the same things as agencies do
Replacing a client with a new one easily costs ยฃ100k or more. Our failure to align is eating into our profit and morale.
-Our business model:
Agencies have two masters but only get paid by one.
Agencies are addicted to short term client cash whereas consumers offer an additional revenue stream.
Spend will slowly flow away from agencies to cheaper crowd and outsourced services. All areas will be affected, from strategy modeling, to production, to optimisation to ideas.
As marketing, products, services and media merge, agencies, with new partners, will be able to service consumers as well as clients.
what's the need?
Client needs are simple: Clients need Ideas, Innovation and (real time) Intelligence to power sales.
Agency needs are to attract best talent and to increase revenue to pay for that talent and any (currently lacking) R&D
-Talent: Agencies are full of inventive and productive people but servicing clients full-time undermines motivation. If they are to be kept in agencies, agencies will need to find better ways to fulfil them.
-Revenue: Agencies have loads of ideas but make too few. We can divorce ourselves of client only revenue by exploiting our existing ideas and engaging new partners to fund and develop our ideas to successful launch and customer revenue.
what are the trends?
Two agency types are emerging - those that value outcomes, and those that value outputs:
1) Outcomes agencies will worship effectiveness and will be built around the client's business. They will become convergence consultants to deliver Ideas, Innovation and Intelligence (from any source) to grow client profit over time.
2) Output agencies will continue to generate big ideas, they will create fame for clients but will also develop new revenue streams for those ideas from direct to consumer products and services, thereby beating their addiction to short term client cash
All agencies need an AgencyOS โ a data driven platform and structural/organising principle to deliver real time insight, development and optimisation.
The most successful agencies will deliver both ideas and effectiveness. But those will be rare as the increase of channels and approaches continues.
Implications
1. the agencies closest to the data will lead their agency partners. The most successful agencies will combine ideas and data talent in equal measure.
2. in client organisations, the older generations will cede control to younger managers investing ahead of the curve for the real time and digital future thatโs unfolding. This will come too slowly for some. Those that don't answer customerโs immediate needs will quickly lose customers.
IBM Finance Forum - Prediktivt tรคnkande i den finansiella vรคrldenIBM Sverige
ย
Prediktiv analys erbjuder nรฅgot helt annat รคn vanlig rapportering eller sรคljprognoser โ Nu kan du fรถrutsรคga hur du bรถr agera utifrรฅn kring varje enskild kund.
Acxiom presentation to Forrester Marketing Forum Nov 2009Tim Suther
ย
Acxiom presentation to Forrester Marketing Forum London Nov 2009. Identifies key steps to dramatically improved marketing & advertising. Contains many examples
Tough Times Donโt Last But Tough Competitors Do
Forrester EMEA Marketing Forum
November 18th, 2009
http://www.forrester.com/events/eventdetail/0,9179,2424,00.html?sTab=agenda
Half of all ad spend is wasted. Marketers are under pressure to produce results, often times with fewer resources and greater expectations. Join Tim Sutherโs discussion of core principles that transcend macroeconomic condition and enable tough, high-performance marketing and advertising.
Using real-world examples Suther will move the discussion from vision to practical, deployable ideas that demonstrate the utility of these core principles, allowing your message to be heard: the โnew blackโ, data; optimization and the 360 degree view of your consumer; Confluence of insight and media; accountability in execution. This construct enables direct marketing sensibility in your marketing processes and campaigns, creating staying power during the tough times and competitive advantage during the good times.
Geoffrey Moore Slide Set from the Berkeley Digital Media ConferenceGeoffrey Moore
ย
This slide set is from a speech Geoffrey Moore gave at the Berkeley Digital Media Conference on October 29, 2011. This is a link to the actual speech: http://www.youtube.com/watch?v=7RIHoUtyJQc
To find out more about Geoffrey Moore please visit:
More information about Geoffrey Moore:
http://www.geoffreyamoore.com
More information about the Escape Velocity Book:
http://www.escapevelocitybymoore.com
Geoffrey Moore on Twitter:
http://www.twitter.com/geoffreyamoore
Geoffrey Moore on Google Plus:
http://gplus.to/geoffreyamoore
How to win the competition through actionable insight? This presentation was created for guest lecturer at Bina Nusantara International College, Marketing Faculty. Please enjoy and let me know if you have any feedback. Thanks.
Customer Centricity has taken center stage for enterprises seeking to transform for the digitial age. Managing proactively Customer Experience wins the Triple Crown - Lower Costs, Higher Revenue and Enhanced Service concurrently.
Design Thinking is a secret ingredient of many successful organizations. Integrating DT with CEMMethod has produced remarkable results. In this deck we review the how with examples.
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).
Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.
CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.
BPGroups CEMMethod has now evolved to version 10. Catch the latest additions and innovations. Qualifying in the use of CEMMethod is available at http://www.certifiedprocessprofessional.com and more general information via http://www.bpgroup.org
Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the convergence of technologies. For instance the smart phone now enables communication and knowledge exchange by anyone anywhere. The impact is only just being felt, however it is transforming the planet. The Gutenberg Impact.
The PEX event discussed why BPM so often fails. This presentation reveals why that is so, and then demonstrates how, by following a well trodden path we can all get it right.
It is BPM Jim but not as we know it!
We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS toolset.
A terrific piece of work delivered at AMA ServSig Doctoral Consortium Taipei 2013 National Taiwan University, Taipei, Taiwan โ July 3-4, 2013 by Lerzan Aksoy & Timothy Keiningham
How can we keep improving our performance when the customer keeps demanding more?
For those seeking to move beyond same old same old this is one way forward.
The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.
Presentation Keynote themed on Customer Centricity - relevant to Public and Private sectors. Delivered in Dubai at the Annual DEWA event.
WHAT IS THE MAGIC that creates the repeated success while meanwhile previous giants stumble and fall (think Kodak, Nokia, RIM etc.)
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
ย
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
ย
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
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Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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Putting the SPARK into Virtual Training.pptxCynthia Clay
ย
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
ย
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
ย
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
ย
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
"๐ฉ๐ฌ๐ฎ๐ผ๐ต ๐พ๐ฐ๐ป๐ฏ ๐ป๐ฑ ๐ฐ๐บ ๐ฏ๐จ๐ณ๐ญ ๐ซ๐ถ๐ต๐ฌ"
๐๐ ๐๐จ๐ฆ๐ฌ (๐๐ ๐๐จ๐ฆ๐ฆ๐ฎ๐ง๐ข๐๐๐ญ๐ข๐จ๐ง๐ฌ) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
๐๐ ๐๐จ๐ฆ๐ฌ provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
โญ ๐ ๐๐๐ญ๐ฎ๐ซ๐๐ ๐ฉ๐ซ๐จ๐ฃ๐๐๐ญ๐ฌ:
โข 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
โข SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
โขFreenBecky 1st Fan Meeting in Vietnam
โขCHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
โข WOW K-Music Festival 2023
โข Winner [CROSS] Tour in HCM
โข Super Show 9 in HCM with Super Junior
โข HCMC - Gyeongsangbuk-do Culture and Tourism Festival
โข Korean Vietnam Partnership - Fair with LG
โข Korean President visits Samsung Electronics R&D Center
โข Vietnam Food Expo with Lotte Wellfood
"๐๐ฏ๐๐ซ๐ฒ ๐๐ฏ๐๐ง๐ญ ๐ข๐ฌ ๐ ๐ฌ๐ญ๐จ๐ซ๐ฒ, ๐ ๐ฌ๐ฉ๐๐๐ข๐๐ฅ ๐ฃ๐จ๐ฎ๐ซ๐ง๐๐ฒ. ๐๐ ๐๐ฅ๐ฐ๐๐ฒ๐ฌ ๐๐๐ฅ๐ข๐๐ฏ๐ ๐ญ๐ก๐๐ญ ๐ฌ๐ก๐จ๐ซ๐ญ๐ฅ๐ฒ ๐ฒ๐จ๐ฎ ๐ฐ๐ข๐ฅ๐ฅ ๐๐ ๐ ๐ฉ๐๐ซ๐ญ ๐จ๐ ๐จ๐ฎ๐ซ ๐ฌ๐ญ๐จ๐ซ๐ข๐๐ฌ."
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
ย
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
ย
Discover the innovative and creative projects that highlight my journey throughย Full Sail University. Below, youโll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
ย
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
ย
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
19. We are at the very point in
time when a 400-year old
age is dying and another is
struggling to be born, a
shifting of culture, science,
society, and institutions
enormously greater than
the world has ever
experienced.
Dee Hock, Founder & CEO--Visa
โA Global
Ahead, the possibility of the regeneration of
tipping pointโ relationships, liberty, community,
and ethics such as the world has never
known, and a harmony with nature, with
one another, and with the divine
intelligence such as the world has never
dreamed.
20. Source: Fanzine
The upcoming transformation of our society
presents one of the greatest business
opportunities of the next 100 years.
This will require patience as well as
perseverance; to anticipate whatโs next and
plan for that situation as well as taking
advantage of whatโs immediately before
you.
.
Our efforts in this field are part of our
strategy for this future. Whatโs yours?
22. โโฆ..rather than ask what are we good at
and what else can we do with that skill, you
ask who are our customers? What do they
need? And then you say we are going to
give that to them regardless of whether we
have the skills to do so..โ
23. If I had
asked them
what they
wanted
they would
have said
faster horses
31. Turbo charge you business with
Successful Customer Outcomes
The rules of the game have changed.
In fact it is bigger than that.
The game has changed forever.
32. Make every customer interaction
a profitable one with Moments of
Truth
All work is ultimately caused by the
customer interaction. Fix the Cause not
the effect.
33. Guide and Help with appropriate
Business Rules
ALL the decisions we make in the
business should be aligned with the SCO
34. Reduce complexity and win the
Triple Crown +
Outside-In Reduces Costs. Enhances
Service. Grows Revenues & Achieves
Compliance.
ALL at the same time!
35. Watch the Gap (and eradicate it)
Destroying the divide between the
business and IT once and for all
36. Innovation. Use process change
to deliver Success Outcomes.
Innovation isnโt a dark art. It is
achievable by anyone who understands
the Successful Outcome.
38. The needs of the
Customer have changed
forever
Choice
Prosumer
Customer
(Customer
Sophistication) Promiscuity
Enlightened
Customer
Inspiration:
Udayan Banerjee
Multiple Customer CTO,
Channels Rebellion! NIIT Technology (India)
Customer
Expectations
39. Choice
Prosumer Promiscuity
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Choice:
We now have a bewildering array
in almost every product and service.
Source: Fanzine
40. The Promiscuous Customer:
I will go with anyone I choose
on my terms
Choice
Prosumer Promiscuity
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Source: BigStock
42. Choice
Groundswell:
Prosumer Promiscuity
Customers โ we donโt
Enlightened
take **it anymore
Customer
Multiple
Groundswell
Channels
Expectations
43. Choice
Expectations:
Prosumer Promiscuity
Customers โ less of the sizzle,
Enlightened
more of the meat
Customer
Multiple
Groundswell
Channels
Expectations
44. Expectations:
Say High โ Do High, or else
Choice
Prosumer Promiscui
Enlightened
Customer
Multiple
Groundswe
Channels
Expectations
45. Choice Multi-channels:
Prosumer Promiscuity I want it my way when I say
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Source: Fanzine
46. Prosumer:
The Customer Experience is
the Process
Choice
Prosumer Promiscuity
Enlightened
Customer
Multiple
Groundswell
Channels
Expectations
Source: Fanzine
49. Performance, Agility & Quality
are driven by...
The Causes of Work
MOT Moments of Truth
Break Points
BP
BR
Business Rules
BR
50.
51. "We have 50,000 moments of truth
every day.โ
Jan Carlzon
President, SAS
52. MOT
MOT MOT
MOT MOT
MOT MOT
MOT
Any interaction with the CUSTOMER
is a
MOMENT OF TRUTH
53. MOT
MOT MOT
MOT MOT
MOT MOT
MOT
And every
MOMENT OF TRUTH
Ripples and reverberates through the organisation
54. MOT
MOT MOT
MOT MOT
MOT MOT
MOT
and
MOMENTS OF TRUTH
Create complexity, cost, wastefulness and failure
55. THE CAUSE OF WORK MOT
MOT MOT
MOT MOT
MOT MOT
MOT
THE EFFECT
56.
57.
58. Moments of Truth โ theyโre everywhere
Moments
of Truth
permeate
our lives in
every
product
and service
59. Itโs all about Customer Experience
and the Moment of Truth.
Remove or Improve! Steve Jobs
60. For Every process
that deserves to
exist there is an
optimum number of
Moments of Truth to
achieve a
Successful Outcome
61. Breakpoints
What are Breakpoints (BP)?
1) Breakpoints are a Process Diagnostic
2) Any internal interaction is a Breakpoint
3) Any place that a hand-off occurs in the process is a Breakpoint
4) Breakpoints can be person to person, person to system, system to
person or system to system
5) Breakpoints are both process Points of Failure and Causes of Work
63. There are a whole bunch of dumb rules..
If you are planning to visit the UK and happen to come from
one of the many countries that drive on the wrong side of
the road, the following advice, direct from the Department
of Transport, is for you:
โVisitors are informed that in the United Kingdom traffic
drives on the left-hand side of the road. In the interests of
safety, you are advised to practise this in your country of
origin for a week or two before driving in the UK.โ
64. Business Rules
What are Business Rules (BR)?
1) Business Rules are points within a process where decisions are made
2) Some Business Rules are obvious while others must be โfoundโ
3) Business Rules can be operational, strategic or regulatory and they
can be system-based or manual
4) Business Rules control the โbehaviorโ of the process and shape the
โexperienceโ of those who touch it
5) Business Rules are highly prone to obsolescence
6) We must find and make explicit the Business Rules in the process
Examples โ Transportation , Insurance
65. Performance, Agility & Quality
are driven by...
The Causes of Work
Moments of Truth
Break Points
Business Rules BR