Category: cx

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

Business Process Management, dead and buried, or just resting?

I am excited to share this interview with BPM Tips recently where I talk about the evolution of BPM and its play with Customer Experience Management.


Interview with Steve Towers – Customer Experience Management and BPM fb.me/4cWCBudd8

As always, I would love to hear back from you with any comments and observations, just click the link  fb.me/4cWCBudd8 and feel free to share your comments.

Warm Regards, 

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.

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

Six CX Facts that will shake you

The Bottom Line

  • 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect)
  • 60% of consumers have higher expectations for customer service now than they did just one year ago. (Parature)
  • 74% of consumers have spent more due to good customer service (Ebiquity)
  • 67% of consumers cite bad experiences as reason for churn. (Esteban Kolsky)
  • $41 billion is lost by U.S. companies alone each year due to poor customer service. (NewVoiceMedia)
  • Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer. (Temkin Group)

Are you with CX yet? Join your fellow professionals in getting more scientific about the Customer Experience.

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.
 
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Fantastic Customer Experience will tear you up :)

Thanks to Michelle Greyling of South Africa for drawing my attention to this fantastic customer experience.

Join your fellow professionals in getting more scientific about the Customer Experience.


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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

3 Must know themes that are emerging around the CX

The Future of Customer Experience

  • In 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2010. (Gartner)
  • By 2017, 50% of consumer product investments will be redirected to customer experience innovations. (Gartner)
  • By 2020, customer experience will overtake price and product as the key brand differentiator. (Walker Information)

Are you with CX yet? Join your fellow professionals in getting more scientific about the Customer Experience.


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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

5 Word of Mouth Impacts on the Customer Experience

Word of Mouth

  • 95% of dissatisfied customers tell others about their bad experience (Dimensional Research)
  • 74% of consumers identify word-of-mouth as a key influencer in their purchasing decision. (Ogilvy, Google and TNS)
  • 88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. (Bright Local)
  • High satisfaction rates result in 2-12 times higher recommendation ratings. (Market Force)
  • One happy customer can equal as many as 9 referrals. (American Express)

Are you with CX yet? Join your fellow professionals in getting more scientific about the Customer Experience.


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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Six Social Media Impacts on Customer Experience

Social Media’s Impact on CX

  • Today’s internet consumers want their online questions to be addressed promptly; 42% expect a response within one hour. (Ohio University)
  • Failure to respond via social channels can lead to a 15% increase in the churn rate. (Gartner)
  • When companies engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do. (Bain & Company)
  • Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. (NM Incite via HBR)
  • Companies with a social care program experience a 7.5% YoY increase in customer retention – those without only see a change of 2.9%. (Aberdeen)
  • 60% of organizations still cite marketing (not customer experience) as the main function of social channels. (Genesys Research via the Professional Planning Forum)
Are you with CX yet? Join your fellow professionals in getting more scientific about the Customer Experience.


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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

It is a Classic 1-2-3 with Articles, Certification and Conferences

Latest Updates…

** New Articles **
4 Secret Keys to Overcoming FUD – http://bit.ly/FUDsecrets (Video and FREE BOOK)
5 Must follow Customer Experience Blogs – http://bit.ly/5CXBlogs


** Professional & Masters for June ** 
(20 GLOBAL SESSIONS BEFORE YEAR END)
http://bpgroup.org/book-class.html

Two & Four Day formats
> AUSTRALIA Sydney – 30 MAY – 2 JUNE
> INDIA Pune – 11-14 JUNE
> INDIA Bangalore – 20-23 JUNE
> ENGLAND London – 27-30 JUNE


** Upcoming Conferences**
> AUSTRALIA  Sydney – July 26-28  http://bit.ly/PEXAus
> USA San Francisco – Sep 26-28 http://bit.ly/PEXSanF
> NETHERLANDS Amsterdam – Sep 27-29  http://bit.ly/PEXEur
> UAE Dubai (yours truly chairing) – October – TBA

See you on the inside! Steve

In June catch me (if you can) in
Australia, UAE, Ireland, London (around GB Independence Day) and the USA.