Three Steps to Process and Customer Nirvana

1.     Define a Successful Customer Outcome for the processes you are involved with. Watch – What is a Successful Customer Outcome (SCO) http://bit.ly/1flfSmmWatch – Step by step guide to creating a SCO.

2.     Identify all the customer[1] touchpoints (aka Moments of Truth – MOT) in your processWatch – What is a Moment of Truth (MOT) http://bit.ly/1fxHO8T

3.     Evaluate all the MOT’s and classify them as (a) aligned to the SCO, or (b) not aligned. For the latter identify actions to remove or improve the MOT.

These three easy and quick to do steps will lead to reductions in cost and complexity, improvements to service and delivery, and for revenue generating processes growth in income.

The post Three Steps to Process and Customer Nirvana first appeared on CX Obsession - for Process & Experience Professionals.

The post Three Steps to Process and Customer Nirvana appeared first on CX Obsession - for Process & Experience Professionals.