Those Successful Customer Outcomes
For many of us talking and acting the SCO way has become
second nature. That means if you are eating and breathing the alignment of
your processes towards SCO’s then progressively the original focus begins
to shift and in fact we refine and sharpen our ability both to meet and
subsequently exceed customer expectations. That’s precisely what is
happening in the magic kingdom as we speak.
It isn’t ‘hocus pocus’. It is very direct and is helping Disney achieve
that triple crown of reducing costs, improving revenues and enhancing
service simultaneously. Well I suppose that may seem like weird magic to
some. To others it has become a way of life… so how are Disney weaving
their spells and moments of magic that draw us and our kids back time after
time? At this point let’s introduce Successful Guest Outcomes.…..
Footnote – Get upto speed with SCO thinking and practice by
reviewing the articles in the SCO section of the Bennu site
Read the rest of this entry »
American Airlines – is it too
late for Customer Experience?
I think it’s fascinating to see American Airlines perspective
on us Customers as they “capture it” in their recent press release
regarding the creation of a new “Leadership” position, the Managing
Director - Customer Experience.
As a frequent traveler on American Airlines, I can tell you
first hand that American Airlines isn’t missing a few beats on the delivery
of a Successful Customer Outcome, the company’s inability to deliver SCOs
is endemic to the management and operations of this business.
Read the rest of this entry »
Growth in BPM software Market
expected to hit $5.5 Billion
A new IDC study reveals that the market for business process
management suite (BPMS) software is one of the fastest-growing software
markets, and is establishing itself as the front end to next-generation
deployment platforms used to build custom applications.
According to IDC's research, the BPMS market grew nearly 80% in 2006 to
$890 million. IDC predicts that rapid growth will continue throughout the
five-year forecast period to reach $5.5 billion in 2011, a 44% five-year compound
annual growth rate (CAGR).
Read the rest of this entry »
3rd Annual BP Innovation Conference
Vlerick Management School, Belgium
Terry Schurter - Speaker
Steve Towers - Keynote
Oct 11-12, 2007
7th Business Process Management Summit
Las Vegas, USA
Oct 15-18, 2007
Telecoms Business Process Management
Barcelona, Spain
Terry Schurter - Speaker
Steve Towers - Speaker
Oct 15-18, 2007
C-level Event - 50 CXO’s
Lake Geneva, France
Terry Schurter - Workshop
Steve Towers - Workshop
Oct 16-18, 2007
Business Process Excellence Exchange
London, England
Terry Schurter - Speaker
Steve Towers - Speaker
October 23-24, 2007
Performance Management Expo
Las Vegas, USA
Terry Schurter - Speaker
Steve Towers - Speaker
October 29-31, 2007
Upcoming
Training
 You know in theory, theory is great, but in practice
theory sucks. Well as an advocate of feet on the ground practical delivery
and execution I am pleased to align myself with Bennu’s new program
centered around the Certified Process Professional (CPP) qualification. In
fact I am so keen that I have taken on the roles of SVP – EMEA Operations
to help roll the initial Three day class to the world. Featuring the very latest practical insights and utilising the proven CEM Methodology
participants complete the class with a ready to use toolkit that creates
personal and business transformation. Read the ADVANCE PRAISE here and
you can book directly here.
Open Classes are visiting Seattle, London, Chicago, Dallas, Washington DC, Boise
and Philadelphia in the next few weeks. Book online here.
 I have the dubious pleasure of having written several
books (well practice makes perfect!) with the latest being the inspiration
from such companies as Virgin Group, Best Buy, Citibank, FedEx and Zara to
name a few. In fact the theme of my coaching and mentoring these days is
derived from those experiences in these global success stories. You can buy
the book at Amazon from here (or click the image).
For past news items,
visit: www.towersassociates.com/newsletters_archive.html
Copyright 2007, Towers Associates
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