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CUSTOMER EXPERIENCE    OPERATIONAL IMPROVEMENT   CHANGE MANAGEMENT

 
 

At BBB we are passionate about excellence, so while we may have just said "until next time" after finishing a project together with you, we continue to learn and keep ourselves at the head of industry firsts, so we can assist you expertly on your next project.

And because we're generous with our knowledge, we like to share the latest on what we are seeing and doing, so you can continue your journey into operational excellence -

 

THE LATEST HAPPENINGS FOR THE BBB TEAM... 

 

ARTICLES & RESOURCES - don't just take our word for it!

 Article by Daniel Panozzo

Article by Daniel Panozzo

PULLING BACK THE CURTAIN ON CHANGE MANAGEMENT

Change Management; when I mention this is what I do I am often met with people's interested or intrigued looks which are regularly followed up with the question “what is that exactly?”. I offer the simplified explanation that Change Management is the process of guiding people or an organisation through change. Or even more simply, managing the people side of change...  

 
 Article by Steve Mitchinson

Article by Steve Mitchinson

SOME THOUGHTS ON CUSTOMER JOURNEY MAPPING

There is so much discussion around the concept of customer journey mapping we just had to contribute our thoughts…

Unfortunately some proponents think "journey map" is just a buzzword for process maps and as a result are locked into "process mapping"; a routine that often does not extend beyond the department writing it, or the four walls of the enterprise. This is not journey mapping... 

 
 Article by Steve Mitchinson

Article by Steve Mitchinson

THE THREE E'S OF EMPLOYEE CENTRICITY

Organisational leadership can say all the right things regarding customer-centricity. Human resources can do a tremendous job of recruiting intelligent, emotionally aware and motivated agents to handle customer interactions; learning and development can train them to the fullest extent possible, however without delivering effective workplace practices, these efforts will provide little, if any reward. They will do little to elevate the business from...

 
 Article by Steve Mitchinson

Article by Steve Mitchinson

SEVEN HABITS OF CUSTOMER CENTRIC BUSINESSES

As customer expectations continue to evolve it is proving increasingly difficult for many enterprises to remain customer focused.

Several recent research papers have shown that customers are increasingly prepared to pay more for a product or purchase additional products where they have had a great customer experience. That research also suggests customers...