Car Breakdown - a movie about great customer experience

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• published: 02 Dec 2011
• views: 20351

I just love that video (thank you for whoever has done the original version of it)! The morale of it is that customer insight provides you with an opportunity to deliver outstanding customer experiences. Why don't you do that? Today we already have tremendous amount of information about our customers. We collect everyday data and bury it to our databases and master data management systems. Some companies have Business Intelligence (BI) systems and they use those to analyze the data. But why it does not bring us results like seen in that video? Because, we look into that data from internal perspective. We ask wrong questions... What we should ask is how can we use this data we have to make our customer's life easier, simpler and more successful. Some companies have taken BPMS systems into use. They have automated their processes and used 6sigma and Lean to optimize their actions? And why even that doesn't bring results like seen in the video? Because those methods also focus into internal activities of an organization. How could that bring great results for our customers, because we are staring at our own navel? Those systems should be optimized based on customer experience that will help customers to succeed and that will make them come back to us again and again. Some companies (like inubit) are talking nowadays about BPM+, which combines the benefits of BPMS to BI systems. It means collecting essential information into master data system, integrating IT systems and controlling the process with BPMS. That all sounds great and will for sure bring you benefits, if you already have designed your customer experience to be great like in that video. For that you need Customer Experience Management and active focus on the real needs of customers. After that you can start thinking about technological innovations to bring that experience to your customers. Here are some reflective questions for you to think about: - Have you actively planned your customer experience? - Are you taking the next step for creating great experience to your customers? - Are you using the information you have about your customers to their benefit? - Are you able to optimize your business process staring at customer's navel, not you own? I offer services for evaluating processes based on customer experience and you can easily contact me through LinkedIn: http://www.linkedin.com/in/janneohtonen Take a look at online leadership and process training at http://addvalueto.me If you like these blog stories and want to reveive them in future, you can follow me through Twitter (@ohtonen): http://twitter.com/ohtonen Remember to use the sharing buttons near this video also. You can get professional, motivational speaking to your organization through us, so connect with me in LinkedIn and let's talk about how we can move your organization forward. You can see some of the seminars and public speaking that we can offer for your organization from: http://bizlog.net/home/for-organizations/seminars/