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 🙂
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.
Is Customer Experience Management (CEM) a real thing for your company, or just more fluff and nonsense talked of but not delivered? Last week I chaired a remarkable one day event in Sydney Australia. The theme “Customer Centricity Innovation Lab” seemed interesting but there was no real indication of the difference we were about to experience.
Hon. Victor Dominello MP Minister for Innovation & Better Regulation
From the get go the first speaker, The Hon. Victor Michael Dominello MP – Minister for Innovation and Better Regulation for NSW (yes you did read that correct). Innovation and Better Regulation?! What seems like a paradox and conflict is in fact an essential for better government and rather than Innovation falling foul of all the red tape working the two hand in hand makes sure the regulations become aligned to encouraging customer/citizen success. Victor related a recent story of work in the Northern Territories that delivered precisely the benefits needed. What a terrific way to start the Innovation Lab and so refreshing to hear from a politician actually being more busy doing and delivering than promising and debating. We should all be so lucky to have MP’s of this calibre and application! In a packed day of round-tables and talks seventeen session mentors shared their experiences across all industry sectors. One theme rules them all – the customer and our organisations ability to align to Successful Customer Outcomes.
Dirk Dalichau, Chief Operating Officer, Ovolo Group
The business keynote was an incredible insight into the changing world of hospitality from Dirk Dalichau, Chief Operating Officer, Ovolo Group (Hong Kong). If you have stayed at a hotel for leisure or business you would love this presentation. Dirk focused on those Moments of Truth everyone experiences in a hotel and how Ovolo, by taking the Outside-In perspective innovated their offering to something quite exceptional. By way of example Dirk walked us through the customer experience and the impact of people recruitment – how about a party as the main piece of your recruitment interview?
I have just booked my next stay in Sydney – guess where? 1888 Hotel, Darling Harbour to sample Ovolo Groups Australia offering. Watch this space for my report.
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.
Knowledge Lab is hosting their first BIG one day conference (nay Lab) this week in Sydney at the Shangri-La on Tuesday. www.knowledgelab.com.au
With an eclectic mix of senior speakers and attendees this promises to be a significant event. In a varied agenda with talks, case studies, keynote and roundtables the objective is clear – to facilitate and advance a discussion on all things Customer Experience, not just downunder but globally. Speakers from 16 countries covering themes such as
FLIPPING THE OPERATING MODEL TO DELIVER SUPERIOR CUSTOMER EXPERIENCE,
DIGITAL CENTRE OF ENABLEMENT FOR SERVICE INNOVATION,
CUSTOMER CENTRIC LEADERSHIP,
THINKING OUTSIDE-IN – WHAT WORLD-LEADING ORGANISATIONS ARE DOING DIFFERENTLY, WHO ‘REALLY’ OWNS CUSTOMER EXPERIENCE?
Couple those with a ten plus Streams on the Innovation Lab agenda….
Chairing the event is Dr. Morgan Jones, CPP Champion and Head of Group Productivity, Commonwealth Bank. Going back the events I have seen Dr. Morgan chair this promises to be an humdinger!
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.
At Virgin it is all about a great customer experience. OutsideIn provides the discipline to turn that thinking into successful business. Paul Sands, Director of Customer Experience, Virgin.
We are very near to the BIG day. Go get a sneak preview and review the goodies, articles, videos, forums, FREE training & exclusive thought leadership from these global Guru’s.
Seasoned, innovative enterprise business architect who believes the success of an architecture should be measured by the business value it delivers, rather than the models or diagrams it produces.
My goal is to enable organizations to transform to the digital age. This requires that organizations be successful at creating processes built for change..
Senior leadership expert, demonstrable experience inspiring teams to embrace strategies that aid growth, improve customer relationships and produce high performance benchmarks.
A proven leader in formulating and delivering solid solutions for the most pressing business challenges organizations face in creating and delivering value to customers and shareholders. Senior Executive consulting services delivering extraordinary outcomes in all client engagements.
I am an action biased leader with an ability to execute change at multiple levels of an organization. My experiences range from strategic to operational level in financial, manufacturing and services industries. I enjoy my profession and find problem solving exciting. Below are some of my professional certifications:
Twenty five years working in the Technology Services, Consulting, Supply Chain, and Utility industries in South Africa, Europe the USA and Asia comprising:
Lawrence D. (Larry) Duckworth is a former Chief Executive Officer, Chief Operating Officer, Chief Financial Officer, Board(s) member, Growth and Liquidity Adviser, Financing Adviser, Boards member, and Adjunct Professor.
Proven track record of leading and consulting on many complex projects with diverse teams across different departments and companies. Developed and currently lead an extensive Lean Six Sigma training and mentoring program used across the Sprint enterprise.
Pradeep Henry is driven to turn software projects into strategic initiatives. To make this change happen, he brings a strategy-driven Discovery-and-Design method. Previously, as innovator, de facto innovation & change leader, and practice director, Henry played a proven role in the competitive differentiation and storied fast growth of Dun & Bradstreet spinoff Cognizant Technology Solutions.
Founder of i-nexus, the leader in cloud-based software for strategy execution. Respected thought leader, adviser and co-architect of the Strategy Execution 2.0 “Business System” that is rapidly becoming the de facto blueprint for how large organizations successfully deploy and execute their strategic objectives.
Brilliant video on learning, stay there beyond 4 minutes. Great for kids – great for adults 🙂 Thank you for the reference Sir Ken Robinson (@SirKenRobinson). BTW review Ken’s talks on TED.
How to build remarkable cultures and deliver happiness. Go build your wonderwall… Peter Gamwell @pmg12 thank you:)
James Dodkins new eBook launched in December 2014, “Foundations for Customer Centricity.” explores the basis of what makes a great CustomerExperience.
The book delivers a pragmatic and executable plan that provides the means for organizations to deliver on the promise of Customer Centricity in terms of cost, revenue and service.
Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 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.
Become a qualified CPP-Master and demonstrate your professionalismhttp://www.bpgroup.org/book-class.html
Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 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.
Become a qualified CPP-Master and demonstrate your professionalismhttp://www.bpgroup.org/book-class.html
