A common sentiment is ‘Any effort is better than none’. Is that true?
Not so. Getting better at doing things right, rather than doing the right things is at best a distraction from delivering successful customer outcomes, and at worse will threaten the well being of the company. For example Nokia, Sony, Kodak and Blockbuster.
All these companies ‘invested’ significantly in doing things right, however did not understand the shifting market, lost sight of the successful customer outcome, and in quick turn crashed and burnt.
You may be doing things right, but are you doing the right things?
Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Delegates from UAE, Qatar, UK and Nigeria gathered at the Crown Plaza in Dubai and following an intensive session reviewing case studies of more than 20 Outside-In organisations achieved certification.
Well done guys! Review the happy campers. There are now more than 700 Certified Process Professionals in the GCC region, a list of recent Middle East companies includes several emergent global leaders (see below).
Team Falcon (Mike in the middle is the captain!)
Team Galaxy – their stars shone bright.
The Hunters have their prizes – CPP Master certificates
Triple Crown Plus share the honors
Do you want to get in the picture? Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Customer Experience Management is defined as the total effort that goes into creating successful customer outcomes. This includes customer interactions and the conscious experience the customer ‘sees’ PLUS all the stuff that goes on behind the scenes, the IT, the people, the internal processes and the rules that connect the dots through to customer success.
For example a visit to a Cirque de Soleil in Las Vegas is a wonderful experience. The artists, the lights, the music and the emotion. However that is only half the story. The complete experience is delivered through the hard work behind the scenes, the production process, the electronics, the costumes, the training, the marketing, accounting and so on. Both what the customer sees and what creates the experience is the complete customer experience.
Do you want to get in the picture? Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Amazon are iconic. They set the bar very high with radical new ways of delivering successful customer outcomes, whether it is Prime, Prime Instant (deliveries in 2 hours) or the Dash buttons. Quite exceptional but at what cost?
I buy stuff every week, and once a month order ‘magic paper’, usually 10 rolls at a time. For the last three months I have also received a mountain of cardboard, plastic fuller and some very tired drivers. Why? Something has gone very wrong at the Scotland Amazon depot who see fit to send every order separately packaged.
Let me walk you through the waste tip that has become our hall…
Item ordered – one legamaster roll x 10
Delivery as it arrived
And then all the resulting open boxes
With finally the pile of trash for the disposal
Legamaster rolls packed nicely in original packaging (ten rolls)
Now unpacking and bursting all that fancy bubble wrap took 40 minutes of mess. Please please Mr. Bezos I do not know what is happening at the Scottish distribution centre but please get it fixed quick – otherwise you will have the world and his brother of environmentalists screaming wasteful capitalists! And you and your loyal customers do not need that.
Do you want to get in the picture? Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Adam Craker, IQ business CEO Opens the Growth event
New report identifies constructive steps for business in South Africa. At IQ businesses annual conference more than 200 partners and customer organisations shared a discussion focusing on the challenges and opportunities for South Africa over the next few years.
Underpinned by excellent research now published at www.growth.co.za delegates welcomed sessions from Allon Raiz – Business Incubator Tzar, Alan Hosking – management thinking guru, Ivor Chipkin – Academic thought leader, Steve Towers – Customer Experience Champion, Adam Craker – CEO IQ business (and host), Bruce Whitfield – TV journalist and personality, Alon Lits – GM Uber South Africa.
Alon Lits, GM of UBER, South Africa
Alon Lits held the delegates attention with the groundbreaking and thrilling story of Uber’s South African adventure over the last two years. Transforming the lives of over 2,000 new drivers and more especially providing a remarkable service to citizens across Johannesburg and Cape Town. As with every innovator and disruptor the road hasn’t always been a smooth one however one by one the road blocks have been shifted and some exciting complementary innovations lie just around the corner.
Inada Club is a great networking location in the heat of Joburg
Adam Craker shared his recent discussions with government and business leaders from across the continent, underlining a conference sentiment that it was time ‘to get on with it’ despite red tape and governments mixed support.
Delegates appreciated the leadership of IQ business and the fantastic venue (Inanda Club) which encouraged networking during the brunch. Allon Raiz was introduced via his recent video and through the use of language born of frustration with government apathy caught everyone’s attention. Interviewed by award winning financial journalist Bruce Whitfield he encouraged action rather than words, and doing rather than saying. As one of Africa’s leading entrepreneurs his call to action rings true for so many. Academic Ivor Chipkin offered a perverse and interesting perspective suggesting that rather than sweeping away regulation and red tape we should instead standardise towards a common approach. It is futile trying to fix the seeming duplication of so many government functions. He also stressed that government is there to do that – govern, and we shouldn’t expect that to be necessarily business friendly. Food for thought there. Changing our perspective is encouraged by Alan Hosking. If we became more Outcome focused then perhaps we can see our way to a more positive future. His talk centred around his research and findings published in his new book, and was a refreshing balance of optimism coupled with suggested approaches. Steve Towers then suggested a pragmatic ‘go back and do it’ call to arms. By creating better Customer Experiences and moving Outside-In growth focused companies consistently win the triple crown – reducing costs, growing revenues and improving service simultaneously. By way of examples BMW, Jaguar Rover, Emirates, Indigo and Apple (of course) were reviewed, finishing with an example of a banks onboarding process, that achieved 90% cost reduction, 70% year on year growth and top ranking for customer service (from 5th). The conference was a quick fire enjoyable meeting of minds with Adam Craker receiving a well deserved delegate pat on the back for the efforts of IQ business to get the theme of Growth front and centre in the quest for South Africa’s future success. You can request the report Activate growth.co.za from info@iqbusiness.net or the website www.iqbusiness.net
Do you want to get in the picture? Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Hello again guys, we have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken shape.
As usual for the Annual event we have a strong presence (talks, workshops and awards) so hopefully you will get there as well for a terrific networking occasion. See the invite below…
…Customer Experience Management… http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html …Customer Journey Maps… http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html …Holacracy – Fad or Freedom… http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html …Certified Process Professional Level 5 (CPP Masters)… http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html …Linking Process with Strategy… http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html …PEX Week is back… with one mission to accomplish: To empower visionaries across the globe to lead meaningful business transformations http://www.pexweek.com
Do you want to get in the picture? Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Transforming the processes in the Finance arena – video interview
“Partner with the business and drive Outcomes” So often the backoffice is regarded as the last place to fix the customers experience. Here we see an approach about fixing internal customers experience utilizing Outcomes based thinking coupled with key interactions. Result is a significantly streamlined Finance function, enabling the frontline to deliver better Successful Customer Outcomes. The Finance Transformation Summit in Australia http://www.financetransformation.com.au/ – November 10-11, 2015
Do you want to get in the picture? Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
The Annual conference that is PEXWeek 2016 is now open for registrations.
WHAT’S NEW IN 2016?
13 new themes, 12 new tracks and 18 new workshops
Site visit to Taylor Farms, including a workshop with their COO
CPP Training Levels1, 2, 3 and 4 (Beginner, Intermediate or Advanced)
PORTS as a PEX Sport:Each speakermustrefer to theirPlan,Outline,Realization,TrapsandStatusof the current programs
PEX Globe and PEX Surgery- A diagnostic consultancy session:Network with cutting edge practitioners or get consultants to review your project
Listen to what some of your colleagues are sharing from this years event – and why you should register soon for workshops, conference and PEX Certified Process Professional training Levels 1, 2, 3 & 4 – we will be covering off Customer Alignment, Process Optimization, Innovation and Performance Management. I will be there with the team 🙂
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
New partnership with Knowledgelab Australia expands scopes of classes and location for wannabee Australian Certified Process Professionals™ /Masters™ & Champions™.
Since 2006 The BP Group and 20+ partners have delivered more than 700 global Certified Process Professional events with more than 80,000 CPP’s around the world qualified through Open and In-house programmes.
In Australia 850+ have qualified through the open programme. If you are already qualified, fantastic – come and join us for a refresher (very special rates).
Melbourne CPP Masters review the Action Plan
If this is new and interesting join us in the coming months to learn the secrets of the worlds leading companies delivering personal and business transformation.
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
