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This project investigated how leading financial services (FS) organisations design and improve the customer experience. Our team of academic researchers and consultants set out to uncover the practices of customer experience management used by 23 FS companies across Europe and the USA.
Written with Nan Silver, renowned clinical psychologist and marriage researcher John Gottman, Ph.D, reveals what successful relationships look like and features valuable activities to help couples strengthen their relationships. Gottman’s principles are research-based.
We humans have 50% of our DNA in common with bananas? I don’t remember where I first stumbled across this little factoid, but it was, as it was probably designed to be, just wacky enough to catch my attention. As far as advancing scientific knowledge, does it do much more ? I don’t think so. This little factoid is interesting, but not valuable.
I am bringing a huge cultural change to one of the world’s largest utility companies, working with an amazing group of people. In this cultural change I am getting the chance to work with some great agile coaches who, as they are want to do, are propagating a number of Kanban boards.
Businesses these days are getting better and better at understanding bad news. If they lose a customer, they will visit them to ask why, what they could have done better and who has replaced them. If they lose a pitch they will ring the prospective customer to find out why they lost. Bad news deserves investigation to make sure whatever happened isn’t repeated; companies are learning from their mistakes.It’s a curious thing, though: it often doesn’t happen the other way round. Businesses can be incredibly complacent about good news.I recently supported pitches for two different clients, each of whom had identified potential suppliers. In both cases the potential suppliers had received specs and proposals, and I had had a conversation with them to brief them.Following the pitches each client decided on the supplier they liked. In both cases the losing suppliers called me soon afterwards to find out why they were unsuccessful. Had they misunderstood the technical aspects of the proposal? Were they too expensive? Was it a lack of chemistry?However, in neither case did the winning supplier ask why they had won. Why not? Perhaps they were technically strong in a way that would be a clear USP? Perhaps they had won on price – if so, by how much? Are they giving business away too cheaply?Think about Sherlock Holmes’s observation: “The curious incident of the dog in the night-time.”; “The dog did nothing in the night-time.”; “That was the curious incident,” remarked Sherlock Holmes.A business needs to be just as curious about its successes as failures, to use the knowledge gained to make the company even better, and to exploit its strengths as much as possible.
Ever read a business case and not understood what it was for? Worse, have you scrabbled to realise the benefits when no-one could explain why they bought the kit in the first place? We live in a complex world with no simple answers, but maybe there are some simple questions that could help.
We tackled the issue of creating and measuring value, in a discussion with Vic Wheatman, legendary former Gartner analyst. As the webinar ended, my wheels kept turning as I considered some research I’d completed recently. For one thing, I learned that CEOs think security executives are excellent security managers — but downright rotten business-people.
Boards are tasked with delivering shareholder value, by driving the bottom line and in the search for what is going to deliver this benefit, an area that is being looked at with growing interest is Customer Experience.
Business Process Management (BPM) is about managing everything that is done in an organisation to provide successful customer outcomes (hence it is a customer-centric effort). You need a plan, which includes a description from the organisation regarding how it will roll out and upkeep the Business Process Management (BPM) initiative, select processes for development and train people to lead the actual implementation. All this requires professional, leadership and communication skills. Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which is aimed to help you to grow those skills on a weekly basis. There’s no book available that can tell you what exactly has to be done in your specific situation. Therefore getting new and inspiring ideas on how to take your personal skills and the organisation forward are valuable. For example, in the early twentieth century, Henry Ford wanted to expand the market for his cars. His approach was to make his workers more productive through better-designed processes. He could then pay them better, which he did— instituting an unheard-of $5 a day minimum wage at his factories in 1914, thereby doubling the wages of many of his workers. This then led to a larger market for his cars, as many workers were now able to afford cars for the first time. The point here is that Mr. Ford developed a sustainable solution based on novel ideas (which people at his time thought were crazy) that lasted for years. Increasing your skills on continuing basis to generate inspiring ideas will bring you better results in the long run. To get inspiring ideas on customer-centric process leadership, download this new book and inspire yourself into new actions. The book includes important topics such as: How do you meaningfully align your revenue, costs and service strategy? What are the problems in leadership? How can you think your way to success? What are the important questions in process management projects? Does more interaction mean improved customer experience?Prominent business blogger and author Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which helps contemporary leaders to improve their process flows and personal leadership skills.This book is available as a downloadable version at http://52weeks.ohtonen.fi
Angry Birds players rack up high scores from exhibiting the most destructive of behaviors. In the world of management, however, it is important to think about the young birds, before they become angry, and how to help them find their place. How can you help them prosper? How can you apply mentoring to help them test and master …
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