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

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.
TAKK
‫:ﺵشﻙكﺭرﺍا‬

27.
What is the ONE singular thing we can do to transform
Andwinthetriplecrowneverytime
Customer Experience Management
Nowyougo dosomeBusinessAcupuncture!!

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