Tag Archives: customer experience programs

The Open Systems Model: A Blueprint to Transform Your Organization’s Customer Experience Program

Photo by paul bica


“The difficulty lies not so much in developing new ideas as in escaping the old ones.’  – John Maynard Keynes, Economist and Author

Here are highlights from a case study on HP Financial Services’ 12-year customer experience program transformation:

HP Financial Services’ core purpose is to differentiate the HP experience by serving as a bridge between technology and finance solutions enabling customer’s achievement of their business goals. The key to their success is their engaged 1,500-employee workforce supporting customers in over 50 countries.

During the Total Customer Experience Leaders Summit in April, John Sullivan, Global TCE Leader, HP Financial Services, described his organization’s 12-year journey to transform their customer experience program to drive benefits from a customer point and to minimize customer effort:

  • Phase 1: Organization Design Around the Customer
    • Focus on customer relationships
    • HP Culture, HPFS Operating Philosophy, Open Systems Model
  • Phase 2: Understanding Our Customers
    • Systemic understanding of customer experiences. Focus on improving delivery experiences and perceptions.
    • Segment our customers
    • TCE Research Programs, Closed-Loop Process
  • Phase 3: Focus on Colleague Engagement
    • Focus on enhancing colleague behaviors and skills
    • TCE Education, Communication, Rewards & Recognition Programs
  • Phase 4: Process Experience Management
    • Focus on improving process experience through process engineering. Strong process, operations and technology collaboration.
    • Six Sigma, Process Roadmaps, Process Improvement Plans
  • Phase 5: Customer-Driven Experience Management
    • Look through the lens of the customer experience focusing on ease, not delight
    • Focus on developing/implementing strategies to deliver a low effort experience
    • The Pledge, Service Acumen, Escalation Protocols

As a result, overall loyalty scores improved seven points in the last four years. In addition, they achieved a 17 point improvement in the “Secure and Favorable” segment, which contain accounts that enable Share of Wallet growth.

According to John, their blueprint is an Open Systems Model, a measurement process that gives continuous feedback. Based on the premise, “Organizations are perfectly designed to get the results they get,” the Open Systems Model is a powerful leadership tool that:

  • Teaches systemic thinking
  • Enables more effective analysis and action
  • Provides common frameworks and language to facilitate and enhance communication
  • Aids and enhances alignment, which is crucial to organizational effectiveness.

Learn more about the Open Systems Model and how to turn this information into meaningful, measurable action to drive customer loyalty.

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Create Authentic Brand Identities Through Storytelling

Photo by paul bica

I believe in the power of storytelling and you should too. Why?

There are many examples of how great storytelling evokes emotion, which causes your customers to take action. Here are just a few that I’ve written about recently:

Ready to learn more? Here are some key resources to help you get started:

If creating authentic brand identities through storytelling sounds intriguing to you, be sure to join Daryl Travis, CEO for Brandtrust, at the Total Customer Experience Leaders Summit this week in Miami, Florida as he presents “Using Emotional Energy to Make Your Customer Experience Programs Easier, Faster and Smarter.”

There’s still time to register! Go to www.iirusa.com/totalcustomer for details.Stay connected with TCEL:

  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer


Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

    A New Twist on Storytelling: The Cleveland Clinic Empathy Series Continues

    To follow-up on my post “The Critical Element Missing from Your Customer Experience Programs,” here is the next video in the Cleveland Clinic empathy series. ‘You’ll be moved by these life-changing stories, and astonished when you learn what these patients have in common.’

    Cleveland Clinic’s Empathy Series Continues ‘ Patients: Afraid and Vulnerable

    If the video doesn’t appear, you can view it at http://youtu.be/1e1JxPCDme4

    This year’s Total Customer Experience Leaders Summit (TCEL) focuses on ‘Return on Relationships: Factoring Empathy into the Stakeholder Equation.’ Here are just two of the many TCEL sessions where you’ll “discover the emotional drivers that are critical in creating an effective customer story and how to factor empathy into the bigger equation to get a return on customer relationships:”
    • ‘Bringing Empathy into Your Organization,’ Crystal Collier, CEO, Tarp Woldwide and Dan Hill, President, Sensory Logic
    • ‘Empathetic Marketing for Total Customer Experience,’ Mark Ingwer, Ph.D., Founder, Insight Consulting Group

    Want to learn more about customer experience from Crystal, Dan and Mark in person? Join them at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to www.iirusa.com/totalcustomer.

    Stay connected with TCEL:

    • twitter.com/TotalCustomer #TCEL14
    • linkedin.com/Total Customer Experience Leaders
    • facebook.com/TotalCustomer
     

    Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.