A Customer Experiences your Company as the Sum of its Business Processes

Scott Francis
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“A customer experiences your company as the sum of its business processes. How comfortable does that make you feel?” – Lance Gibbs

I use this quote from Lance so often that it is almost cliche around the BP3 office.  But that doesn’t make it any less true.

A discussion on BPM.com asks “How Important is Process Excellence to Customer Service?

Between process and culture, you cover almost everything that matters for customer service.  Ian Gotts sums it up well:

The common theme behind every story is that the failing or success in customer service is rooted in a clearly thought out process, consistently implemented by staff.

Of course, a big part of that “consistently implemented by staff” boils down to the measurements and culture you provide to reinforce good behavior and reward it.  And moreover, instill it, in your team.

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