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

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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).

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

  1. 1. What is the ONE singular thing we can do to transform Andwinthetriplecrowneverytime Customer Experience Management Let’sdosomeBusinessAcupuncture!!
  2. 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. 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. 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. 5. those who get THE CUSTOMER
  6. 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. 7. BP GROUP FOUNDER & CEO PRACTITIONERS OF BUSINESS ACUPUNCTURE
  8. 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. 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. 10. What can we do? Why does it seem so difficult?
  11. 11. INSIDE-­‐OUT   THE PROBLEM is the way we think of work
  12. 12. our business models were born in the 1700’s during the industrial revolution CEO Marketing Sales Customer Service Operations Finance
  13. 13. it is this way we think about work INSIDE-­‐OUT  
  14. 14. OUTSIDE-IN those who get it see the world differently and have found a new way
  15. 15. “Outside-in is a powerful idea” Jack Welch
  16. 16. MOMENT OF TRUTH – video ‘Eleven’ hNp://www.successfulcustomeroutcomes.net/2015/08/eleven-­‐one-­‐of-­‐funniest-­‐moment-­‐of-­‐truth.html  
  17. 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. 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. 19. Person  to  Product/Service   Product/Service  to  Person   PROCESS DIAGNOSTIC MOMENTS OF TRUTH
  20. 20. CASE STUDY MOMENT OF TRUTH IDENTIFY WHERE AND WHAT THE MOT’S ARE
  21. 21. Miguel  de  Cervantes  (1547-­‐1616)   Take away the Cause and the effect ceases What else was this guy famous for?
  22. 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. 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. 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  
  25. 25. 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                 ✔
  26. 26. TAKK   ‫:ﺵشﻙكﺭرﺍا‬
  27. 27. What is the ONE singular thing we can do to transform Andwinthetriplecrowneverytime Customer Experience Management Nowyougo dosomeBusinessAcupuncture!!
  28. 28. 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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