Tag Archives: customer service
Get inspiring ideas on customer-centric process leadership
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 … read more
FollowCustomer Service is a Process
We have all experienced bad customer service. I recently moved and went through the time consuming task attempting to change my address. Many of the companies that I do business with made it difficult. If I had an online account, … read more
Customer Centric BPM
I have written several blogs about customer touch points. I am dealing with one of those home warranty companies to get an appliance repaired. I have arranged the repair online – which I like – but I want to ask … read more
Selling BPM Projects from “the bottom up”
Speaking to the C-Suite about BPM What’s at the top of the C-level agenda and how does BPM added-value align to strategic vision? There have always been a number of ways to manage processes in organizations: the tried-and-true mix … read more
BPM and the Customer Experience
10 – 20 years ago, the marketing mantra was ‘happy customers’. Today, the mantra is ‘ecstatic customers’. Why the change? A happy customer will not be necessarily looking for other options, but the right offer could sway them. Ecstatic … read more
Gaming for Reality – Can BPM be Fun?
I’m reading Jane McGonigal’s book – Reality is Broken, if you are a Gamer or you’ve never understood why people “waste” their time on Games, I suggest a free read of the Kindle sample. Besides giving comfort to me as … read more
7 Tips for Improving Customer Experience through Changing Processes
Would you like to create better customer experience for your organization’s customers by changing your business processes? Here are seven ideas what you could do to take your customer experience to the next level: Make a connection with your customers: … read more
Aligning Revenues, Costs and Customer Service with BPM
In the business process management (BPM) world the ability to simultaneously grow revenues, reduce costs and improve service is called a Triple Crown. It is a direct consequence of implementing advanced process management. A 21st century company shifts attention from … read more
Does More Customer Interaction Lead to Better Experience?
Discussion about good and especially bad customer service experiences is favorite topic of many coffee table conversations. These customer interactions can be called also as moments of truth (read more about them from Jan Carlzon‘s book titled “Moments of Truth”). … read more
