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: cx
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
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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
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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
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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.
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
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.
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 us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
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.
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.
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.
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