This document discusses customer experience management and using customer psychology mapping in business process redesign. It introduces Steven Walden, the VP of Consulting and Thought Leadership at Beyond Philosophy, the Global Customer Experience Consultancy. Steven has 17 years of experience directing strategies for major businesses. He is a thought leader in customer experience and emotional experience, and helps companies transform through improving customer experience.
A presentation for those who are or want to become managers. Although it focuses on new to management and small teams leaders, subjects which are covered by the presentation work equally well for people leading big teams and experienced managers.
A presentation for those who are or want to become managers. Although it focuses on new to management and small teams leaders, subjects which are covered by the presentation work equally well for people leading big teams and experienced managers.
Brief presentation on leadership styles and qualities that increase engagement and morale for greater organizational and company success. This is an enhanced visual presentation of a talk that I gave to the Greater Princeton HR Association.
Розвиток ефективності роботи команди (Мар’яна Мацюк, Ciklum)TeamCareerForum
5 дисфункцій команди. Причини виникнення криз в командах та шляхи їх вирішення. "Золоте" і "Платинове" правила комунікації. DISC як інструмент оцінки моделей поведінки. Team Development Toolkit. Team Collaboration Booster.
La immigració a Figueres i la por als canvisJoan Armangué
Conferència de Joan Armangué a Atenea, Agrupació de Cultura del Casino Menestral Figuerenc, el 31 d'octubre de 2014.
Fotografia de la portada: Josep Algans (del llibre "Figueres en primera persona". Ajuntament de Figueres, 2009).
Brief presentation on leadership styles and qualities that increase engagement and morale for greater organizational and company success. This is an enhanced visual presentation of a talk that I gave to the Greater Princeton HR Association.
Розвиток ефективності роботи команди (Мар’яна Мацюк, Ciklum)TeamCareerForum
5 дисфункцій команди. Причини виникнення криз в командах та шляхи їх вирішення. "Золоте" і "Платинове" правила комунікації. DISC як інструмент оцінки моделей поведінки. Team Development Toolkit. Team Collaboration Booster.
La immigració a Figueres i la por als canvisJoan Armangué
Conferència de Joan Armangué a Atenea, Agrupació de Cultura del Casino Menestral Figuerenc, el 31 d'octubre de 2014.
Fotografia de la portada: Josep Algans (del llibre "Figueres en primera persona". Ajuntament de Figueres, 2009).
Join Greg Stewart, Vice President of Enterprise Solutions Sales at Profiles International and learn about talent management strategies for high impact positions that will bring success to your organization.
Join us for this webinar and learn:
Engage top performers
Engage talents
Improve performance through coachin
Dr. Greg Stewart is Vice President for Profiles International's Enterprise Solutions Sales Division. He is an experienced human capital expert with over 15 years in management and human resources. Dr. Stewart holds a BA in Organizational Leadership and a PhD in Counseling. He has deep insight into problem-solving and employee motivation and is a phenomenal speaker and blogger of management and leadership.
What You Will learn:
The effect that Emotional Intelligence has on leadership and job success.
How emotions in the workplace directly correlate with job satisfaction and how emotional intelligence impacts the role of leadership.
Business Acumen 5.0 for Sustainable Competitive AdvantagesSeta Wicaksana
Two-thirds of corporate executives believe a lack of business skills or business acumen inhibits their company from meeting strategic priorities. It was established that most strategic plans fail to achieve their strategic goals due to the turbulent changes that exist in the global market today. Since most of the failures in the strategic process occur at the execution stage it is increasingly important that managers at all levels learn how to implement these vital plans while maneuvering through the changes that occur as a result of the dynamics of the markets.
In An organization of high business acumen individuals can expect to see leaders with a heightened perspective that translates into an ability to inspire and excite the organization to achieve its full strategic potential. As your leadership responsibilities expand, so does your need to understand the impact of every decision on the strategic and financial goals of your organization. That's why business acumen—an intuitive sense of how the moving parts of a company work together to create profit —is indispensable.
More and more CEOS are retaining executive coaches. Unfortunately, there are still too many who do not. My proven approach to coaching CEOS is described in this PDF presentation.
WHY? It has been designed for YOU to learn and gain confidence and resilience as well as understand your amazing talents, strengths and abilities as a leader.
The emphasis of the program is on the YOU! Through a combination of empowering sessions and reflection, we help leaders to realise their own potential and to become the kind of leader they want to be.
What will the EmpowYOU give me?
It will give you confidence in yourself as an individual and as a leader.
You will learn about yourself and the strengths you have which can help your personal development.
You will learn how to harness your strengths as well as your personal brand. You will discover the power of resilience and how to use it wisely towards successful outcomes.
You will discover what drives and motivates you and how to maintain your motivation while still maintaining balance and focus.
EmpowYOU – It Rocks!
WHY? It has been designed for YOU to learn and gain confidence and resilience as well as understand your amazing talents, strengths and abilities as a leader.
The emphasis of the program is on the YOU! Through a combination of empowering sessions and reflection, we help leaders to realise their own potential and to become the kind of leader they want to be.
What will the EmpowYOU give me?
It will give you confidence in yourself as an individual and as a leader.
You will learn about yourself and the strengths you have which can help your personal development.
You will learn how to harness your strengths as well as your personal brand. You will discover the power of resilience and how to use it wisely towards successful outcomes.
You will discover what drives and motivates you and how to maintain your motivation while still maintaining balance and focus.
J.V.M.S is a management consulting firm that believes in utilizing the best industry practices for the development of world-class organizations that make the most of their resources, competency and skill force.
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www.beyondphilosophy.com/blogs/what-is-customer-
www.beyondphilosophy.com/blog/whats-your- experience-management%3F-did-pine-and-gilmove-get-it-
companies-emotion-score wrong%3F
Steven Walden
3 VP Consulting &
Thought Leadership
Steven has 17 years Strategy Consultancy experience
directing and designing strategies for major B2C & B2B
firms. At Beyond Philosophy, the Global Customer
Experience Consultancy, he is a Thought Leader and
Innovator, directing engagements to assist leading firms to
transform through Customer Experience. A world-leader in
emotional experience his skills lie in innovation, thought-
leadership, strategy consultancy and Qual/ Quant research.
He is a regular speaker at conferences, blog writer, CE
Trainer and international author.
www.beyondphilosophy.com/blogs/cem-bpr-using-
customer-psychology-mapping-in-your-business-process- Tel: +44 7809 836643
redesign Email: steven.walden@beyondphilosophy.com
www.linkedin.com/profile/view?id=8925406&trk=tab_pro
Editor's Notes
Hi my name is Steven Walden, VP of Consulting and Thought-Leadership here at Beyond Philosophy and welcome to my ‘Thoughts of the Month’. In this month we saw the Net Emotional Value blog continue to gain traction. This shows how in One Number (the NEV) a company can see how they are performing emotionally with their customers. Critically we have shown the relationship of NEV to Customer Satisfaction and Net Promoter score. Using NEV in your dashboards you can now understand quantitatively your companies levels of emotional engagement with your customer base and whether you are underperforming against our world leading database of emotion response. To quote, Forrester’s ‘Predictions for Customer Experience 2013’: “Over the past several months, we’ve seen a rise in the number of companies pondering the connection between enjoyment and metrics like satisfaction and Net Promoter Score (NPS). In fact, one global company statistically demonstrated that several emotional factors trump NPS in predicting customer loyalty, effectively dethroning “would you recommend?” as the ultimate question.”In my next blog: ‘What is Customer Experience Management? Did Pine and Gilmore get it wrong? I look at how the market is defining CEM in a different way than it was originally conceived, and how a better definition is now required. This is important, because currently it seems that CEM is being defined in many different ways by many different companies, often to favour CRM sales. This is a dangerous situation for CEM to be in as this free for all risks the term CEM becoming a meaningless buzzword. Therefore and with a view to bringing order, I look at CEM’s original definition from the article ‘Welcome to the Experience Economy’, compare this to how the market actually uses the term and conclude that the market has rejected certain elements of its original definition in favour of a more holistic definition built around the extraction of value from across the customer journey.In the blog CEM-BPR Customer Experience Management: Business Process Redesign) : using customer psychology mapping in your business process redesign. I explain that while Lean and Six Sigma ensure quality and sustained, measurable productivity, CEM-BPR enables break-through change, propelling the organization forward, to increase customer value, loyalty, and the maintenance and creation of competitive advantage. This approach maps in the emotional and subconscious world of the consumer into a framework usable in Business Process Redesign. Hence CEM-BPR goes beyond just Mapping the experience and looks at creating a schema for implementing change both at the customer level and at the internal business process and culture change level. CEM-BPR is also focused on ‘creating ideas’ not just fixing breakages.I also enclose a free white paper on Emotional Signature (our leading emotional measurement tool highlighted within Forrester’s top predictions for 2013) and highlight other blogs on measuring the subconscious: New Customer Experience Research Tools – Measuring Customer Subconscious with Neural Network Analysis.Please feel free to contact me for any questions and look forward to my next update, aimed for Next Month and my thanks to my co-authors, Kalina Janevska, Beth Coleman and Dr Nigel Marlow.
