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Is traditional process modelling passé?

Written by Rahul Kakkar.

"If you can't describe what you are doing as a process, you don't know what you're doing" said the father of modern quality control, Edward Denning. Based on this premise, Rahul Kakkar investigates “the true value of process modelling to organisations and to improving customer experiences”

Traditional process modelling has been used extensively over the past decades and has become a highly specialised and sophisticated field.  But as customer design techniques have evolved, many are now debating whether it still has a value for understanding customer experiences. 

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Big Data & Customer Experience

Written by Chris Severn.

Big Data and Customer Experience - changing customer expectations across all demographics

“BIG. DATA”. Simple words, but together they mean something quite revolutionary. Yes, big data is of course about the enormous proliferation of data volumes we now have but the term is really just a handy label to put across a whole bunch of related growth trends like cloud, internet, social media, the cheapness of data storage, the speed of transmission and mobile data, the growth in use of images and video, the power of data analytics, and more besides.

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Do your customers believe they get full value from the Private Banking / Financial Advisory services you provide?

Written by Kevin Hall.

Improving the Financial Advisory offer

A recent report produced by State Street and Knowledge@Wharton [1] found that  37% of clients surveyed did not believe they were getting full value from their Financial Advisors and another 36% were just satisfied.  They also found that Trust is the key to being a valued Advisor. In building trust the research identified the most important attribute to serving a client well was being Knowledgeable  ( 47% ), while being Responsive, Proactive, Transparent and Personal factors were also found to be equally important (around 14% each). With the new FoFA regulations these attributes arguably become even more important.

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Customer Effort Score - if you don’t exercise, does it matter if you buy a treadmill or a rowing machine?

Written by Chris Severn.

I have recently begun using an analogy with our clients that are considering switching to Customer Effort Score (‘CES’) from NPS or CSAT– “if you don’t really want to get fit or put in the time to exercise, it won’t make much difference if you buy a treadmill or a rowing machine.” 

Customer Effort Score is becoming increasingly popular amongst large Australian service delivery organisations. When the HBR paper “Stop trying to delight your customers” was released in July 2010, their research showed that it was not satisfaction that built loyalty but that it was the “effort” required by customers to get their problem solved. The result has been that Customer Effort has increasingly become an alternative to both Customer Satisfaction and the Net Promoter Score as the metric to manage customer loyalty. So is it right to change? Well, maybe. But before you make the change and adopt CES:

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