Category: Outside-In

How to Avoid the Metrics Trap AND FREE book

Guest this week is CX Guru, James Dodkins:

Download James Dodkins latest book ‘Foundations for Customer Centricity’ and learn how the very best companies avoid the Metrics Trap http://bit.ly/cxFoundations

I saw a quote the other day about how increasing testing won’t improve education and It made me think of the parallels between that and business.

Too many times we think in order to get better we need tighter measures over our everyday tasks and activities. However in actuality, the most successful organisations on the planet think more like a football (soccer) team and are more interested in the measures that directly impact success, the most important being the score.

So next time you find yourself wanting to increase your measures maybe you could take a football (soccer) team view and measure less but more important things.

Download James Dodkins latest book ‘Foundations for Customer Centricity’ and learn how the very best companies avoid the Metrics Trap http://bit.ly/cxFoundations


You can also reach James
photo James Dodkins
Chief Customer Officer, BP Group

Website: www.bpgroup.org
Address: 124 New Bond Street, London, W1S 1DX
    

Delivering Fast, Accurate, Caring and Easy (FACE) Customer Experience

Here is an acronym that will be genuinely useful in all your relationships. 

Brought to us by Customer Experience Guru Joseph Michelli, it asks us to do, rather than to wish. 

Have a look at Joseph’s profile (and do connect, he is 100% authentic) 
https://www.linkedin.com/in/josephmichelli 

So to the practical FACE and an example:
























Now the challenge (and it isn’t eating pizza). 
How can you make this so in every interaction, personal, and business? You will be a better person because of it.


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

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.

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


Icebreaker awesomeness

Join James Dodkins for this quick, effective and fun icebreaker. Easy to do and always creates an enthusiastic buzz as a prelude to any meeting, seminar or training session.

For more join us…


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

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.
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.
South Africa CPP Masters: http://www.iqbusiness.co.za/events
Global CPP Masters:
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 

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

Get Foundations for Customer Centricity with compliments

One from the archives in 2007 before Holacracy became a fashion 😉
Strange to think we didn’t have iphones or even smart phones then.
(That’s my excuse for the vid quality).

Customer Experience Management takes centre stage

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.

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


Dubai CPP Masters achieve successful outcomes

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.

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

Customer Experience Management – it is all about the customer stupid!

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.

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

Amazon – I love you but you gotta stop this quick!

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.

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