FREE CEM Leaders half day sessions for senior execs/C levels in London, Dubai, Brussels and Geneva https://t.co/1ddu0YscmF #cx #gencx @JDodkins @stowers
CEM Leaders Masterclass | London | Dubai | Brussels | Geneva
Category: CEM
Is CX working for you? If not these resources might help
Neat resources to help with the CX transition stuff…
The CX Lifecycle Template (free) – have you got it yet?
The CX Lifecycle Template WEBINAR (free) – if you have the template you have got to do this!
https://cemnext.com/auto-webinar-registration
CPP Masters DENVER – a couple of places left in two weeks
https://11thdenvermasters.eventbrite.com
CPP Champions DENVER – a weekend special!
https://denver7thchampions.eventbrite.com
CEM Leaders 3 hour (free) sessions in London – real, in the room, with Steve and James!
http://www.customerexperienceworld.co.uk/cem-leaders.html
New website to celebrate 24 years of being – new look, new accreditations
http://www.bpgroup.org
Of course, if you have anything to add please let us know!
Ciao,
Steve
|
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program (and ACXP)An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries.
The program, now in its eleventh 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. Become a qualified CPP-Master or ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html
|
Customer Gold – Converting any Customer Experience into a Gold mine
Just finished up our webinar Customer Gold – How to convert the Customer Experience into a Gold Mine
Among other things, we revealed how to convert any CX into a source of rapid actionable objectives
Comments coming in from live attendees have been great!
Keep your eyes peeled for the replay tomorrow or the next day!
Some really cool “time-limited” stuff available here if you want Assess to identify massive improvement opportunities, Develop a consensus on where to focus improvement efforts, and Gain the support of the top team and your colleagues for rapid CX improvements.
Check it out ==> https://cemnext.com/auto-webinar-registration
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success Certified Process Professional Masters Champions (CPP-Master) Program (and ACXP)An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries.
The program, now in its eleventh 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. Become a qualified CPP-Master or ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html
|
We shouldn’t be asking customers what they want because they will tell us.
|
||||||
|
Eight ways to embrace the Enlightened Customer
“We are trying so hard but achieving so little” this phrase echoes around many organisations who are trying desperately to form and execute a customer centric vision and culture. Why is it proving so hard?
Guest blog: James Dodkins
The first thing we need to understand is that in the 21st century our customers are very different animals. Both you and I as customers have transformed beyond recognition, our changing attitudes and habits make us very difficult to keep up with. Some people have described this phenomenon as the ‘Enlightened Customer’ and it takes an enlightened organisation to deliver outstanding service to this new breed.
The spread of the internet has been the catalyst for this change in customers, we are all connected to each other, we are connected all of the time without exception, we are connected through many different devices and mediums, we are living in an always-on world.
Because customers have been exposed to more of the world… Read the full story (and get access to a FREE hands-on Customer Experience session)….
You can also get a sneak preview here: https://bit.ly/CEMLeaders
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.
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.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
Customer Experience Management (CEM) definition
Honestly, someone has got a grip on this. How can a definition be so difficult to come by? They are either soft, fluffy and meaningless or, try as they might, nothing to actually do with delivering successful customer outcomes. So there you have it, and here is the definitive definition:
Customer Experience Management (CEM or CXM) is a strategic approach used most commonly as a competitive differentiator. It involves aligning every aspect of an organisation towards the delivery of customer needs and successful outcomes no matter how far removed the customer is perceived to be.
This includes:
• Customer journey – what the customer does, expects and feels.
• Customer Interactions.
• Supporting internal process.
• Associated team and hierarchy structures.
• Performance metrics.
• Digital capabilities.
• Vision, mission & strategy.
Typically companies who engage in Customer Experience Management activities out perform those who do not.
Towers-Dodkins
“We have got to get more scientific about the Customer Experience”
Explore further with us…
www.stevebtowers.com
www.stevebtowers.com
The Ten commandments of Customer Experience
It is good to have a guide in life. Many of us share political creeds, religious beliefs and codes of honour to guide our decision making. Wouldn’t it be crazy good to have the same for the doctrine of Customer Experience? When I co-authored the best selling book “CEM Success without Exception” back in 2006 Customer Experience Management was in its infancy.
See also 6 step ‘Duck Theory’ videos: http://bit.ly/DuckTheoryJames
Now twelve years later we have the accumulated wisdom of the giants of CEM, proof that focus on Successful Customer Outcomes, Outside-In and working backwards are fundamental to winning organizations.
It is with these thoughts in mind and the worthy experience of many that I set pen to paper to craft these tenets as guidelines for all of us seeking to maximise our deployment of Complete Experience Management.
1. Customers are first, center and last for everything.
Understanding that all the work an organization undertakes ultimately stems from a customer interaction is key. Work to engineer every experience to the optimum.
2. Listen to the questions customers ask you.
Resist voice of customer surveys (they are biased and unrepresentative) and focus on understanding and articulating needs – the Needs of the Customer.
3. Stop selling and let people buy.
Customers are now prosumers and most know what they want and how to get it. You will not win them if you force sell; in fact, you will make enemies of them.
4. Map the Complete Experience.
This is both the stuff the customer sees (the customer journey and the brand promise) and the work that takes place across the rest of the organization to support all interactions. Combine those the Employee Experience and the Customer Experience you are nearing the Complete Experience; these are not separate things but should be viewed through the same lens.
The CEMMethod.com can help you in seeing the Complete Experience.
See also 6 step ‘Duck Theory’ videos: http://bit.ly/DuckTheoryJames
5. Create your brand and be the brand you create.
Customers develop trust when you say what’ll you do, and then do what you say. Conversely, do not project yourself as something you are not.
6. Be consistent and truthful across all your channels.
Customers will interact in ways and times that suit them, so ensure you keep a coherent message across all experiences.
7. Act on People liking people.
Do not hide behind automation, whether that is voice systems, web interactions or even text messaging. The most intimate relationships are formed with people, not computers.
Keep in front of the song.
8. Creating memorable experiences requires anticipation and coordination.
Fix problems before they happen, and when problems do arise (they will) pull out the stops to put things right.
9. Design every customer experience for the category of customer.
You should never ever treat all customers in the same way. Personalization and direct communication are proven winners in an era of standardization.
10. Employees are your first customers.
If they ain’t happy your paying customers won’t be either. Treat your people well and let them know they are the most critical part of the brand and the total customer experience.
Join us for Complete Experience Management with coaching, training, consultancy and Certification at www.bpgroup.org
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
ACX and CPP Masters Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 270 times, in 67 cities with delegates from 116 countries.
The program, now in its twelfth 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.
Become a qualified ACX or CPP-Master and demonstrate your professionalism http://www.bpgroup.org/training.html
Do you remember when a minute was 60 seconds?
A2ZLogix produced this wonderful analysis of One Internet Minute current trends, namely from 2014-2015
 |
| A minute just isn’t the same these days |
In every respect growth is apparently exponential. The implications are (without hyperbole) fundamental to businesses aiming to deliver successful outcomes. Come to that who isn’t trying to deliver successful customer outcomes?
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.
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.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
South Africa pumps up the CEM Volume
 |
| Newly qualified CPP Champions in Johannesburg, April 2016 |
I can safely say that things are looking up in South Africa for the customer experience management community.
My tenth annual visit concluded today after a week which included a CPP Champion session (see the team photo), a stimulating Certified Process Professional sundowner (with a remarkable turnout of 40+) and then finally leaders of African enterprises met for breakfast to review latest happenings in CEM, BPM, and all things customer.
 |
| CPP Champions preparing their cases |
The breakfast session included a small deck on ‘control the customer interaction and you control everything’.
You can get that here.
You can get that here.
 |
| CEO IQ Business Adam Craker Chairs the Exec session |
If you are in Africa and would like to join the ranks of Certified Process Professionals then IQ Business are the BP Group partners on the ground. With a cadre of experienced coaches, you can become qualified as a CPP Master or indeed have your internal CEM programme reviewed and mentored.
More than 60 companies have done so since 2013.
More than 60 companies have done so since 2013.
South Africa CPP Masters: http://www.iqbusiness.co.za/events
Global CPP Masters:
bpgroup.org/book-class.html
bpgroup.org/book-class.html
My next African adventure is later in the year so if you are qualified as a CPP Master I look forward to you joining me for the next level highly acclaimed three-day CPP Champions.
All the Best,
Steve
Steve
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.
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.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
25 Critical Customer Service statistics for Customer Experience
The world of Customer Experience is full of hyperbole. What about the measurements, the data that provides the evidence we all feel that the most important thing a business can manage is its customers? Here is a collection of data from many sources.
Useful when you are making the case 🙂
Useful when you are making the case 🙂
You can download this analysis from http://bit.ly/25CustomerStats
Do you have any stats from validated sources to share?
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.
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.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html