CEMMethod (updated) download new material

I hope you are well. Where has this year gone?

** CEMMethod v. 10 **
As with all these things Customer Experience Management continues to develop as organizations mature and understand better the need to align everything they do to the successful customer outcome. And in the spirit of new boots and pants we have updated the CEMMethod and associated glossary to version ten. Eleven years after its public launch now with 40+ individual techniques and approaches designed to hand hold you through the tricky territory of reframing process Outside-In.

** Updated Training program **
Naturally the training has evolved alongside the latest thinking and practice in the worlds leading organizations, so if you need a refresher talk to us about the very special pricing. If you have colleagues who should adopt the CEMMethod and become qualified business process professionals then join us for three or five day sessions at a venue near you soon.

 So off we go with a bounce in our step to embrace the challenge of new ways ☺

** CPP Masters program **
Johannesburg, Sydney, Brisbane, Dubai, Denver, Orlando, London, Singapore http://bit.ly/BPGroupCPP

CEMMethod (v10) – download the guide and glossary –https://www.dropbox.com/sh/vqle3vskzekqql2/AADJ9iMtWS-sz1cRO6-d0tuBa?dl=0

Note the links expire January 30, 2015


Certified Process Professional Masters (CPP-Master) Program
(Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)

An internationally recognised 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 professionalism.www.bpgroup.org/certification-by-city.html

Customer Experience is BMW

“The dealership experience is as old as the car industry, roughly one hundred years old. While cars have changed, the retail experience is much the same as it was one hundred years ago,” says Dr. Ian Robertson Member of the Board of Management of BMW AG, Sales and Marketing BMW.

BMW leaders asked themselves “what business are we really in?” and determined to move beyond “just automotive”. In fact automotive describes more of what is done, rather than the result and outcome that is achieved, and in this digital enabled market it is more important than ever to align the business to the desired successful customer outcomes.

According to Robertson it led to “a complete redevelopment of BMW’s digital world, the physical experience at the dealership, and how our people interact with customers in the sales process.” Looking at next practice in organizations such as Apple and Disney, BMW created a new role in its dealerships—the product genius. The BMW product genius is a non-commissioned expert who invests as long as it takes to help shoppers with their choices. “The product genius is not encumbered by the sale process and is not motivated to sell a car,” Robertson responded. “His motivation is customer satisfaction.”
According to BMW, product geniuses are appearing at dealerships in France, the United Kingdom, China and the Netherlands before finally arriving in the United States.
“The objective here is to better support customers with in-depth product knowledge as well as enabling the customer to better utilize and configure products in accordance with their particular needs,” said BMW in a statement. “As the product genius needs to be mobile, he or she will be equipped with a state-of-the-art Information Management System on a tablet device, allowing, for example, product configuration and in-depth explanation of features supported by visuals and films.”
Robertson made an observation that applies to most business ventures in today’s digital economy: “What we have done in the past is definitely, definitely, definitely, not good enough for the future.”

CPP Masters – 2 days in one minute

One minute of the CPP Masters class from Denver…

Review next sessions to get in the picture at: http://www.bpgroup.org/certification-by-city.html 
Certified Process Professional Masters (CPP-Master) Program
(Warwick UK Sep 15-19, Edmonton Canada Sep 22-26, Las Vegas US Sep 29, Sydney Australia Oct 27-31, Brisbane Australia Nov 3-7, Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)

An internationally recognised 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 professionalism.

Certified Process Professionals at PEX in Sydney

IQPC* and PEX maintained their excellent record for hosting the Sydney event. The final day was the Master class hosted by Steve Towers. Here is the motley crew at the end of the session – Congratulations one and all!

The classes in a few weeks time include:
Sydney – https://sydneymasters2014.eventbrite.com
Brisbane – https://brisbanemasters2014.eventbrite.com

We hope to see you there.

* Hats-off to organisers Lisa Ao and Domenico Pinto.

The power of Thankyou – 8 million times over

Do you trust your bank or would rather use a mattress for your hard earned dosh? Here’s one financial company going the extra mile to say thank you to some of their well deserved customers. How to turn a Moment of Truth into the Moment of Magic! #TDThanksYou

It looks like this is a trend in Canada – remember the Westjet Christmas giveaway? That is topping 36 million hits now. The TD Trust video has chalked up 8 million views in a little over a week.
Wow. Go enjoy people being thanked – it is a cutie.

Down-Under is tops at Outside-In

Sydney is a beautiful place slightly tempered this week by the near record breaking cold nights. Well it is winter after all and the days warmth more than compensated for the chill mornings. 
We also experienced another excellent  programme in North Ryde, qualifying another 15 Certified Process Professionals (CPP’s). An intense three days embracing case studies, videos, toolkits and presentations culminated in the certificate presentation. 

Congratulations to one and all.

Welcome to the CPP fold (l to r): Jonathan Chan, Eddie Kivijian, Steve Connelly, Daniel Musumeci, Diane Ingold, Winnie Mujunen, Bernadette Abanador, Anne Gregory, Leonardo Caceres, Shannon Cunneen, Anne Phibbs, Deb Samuels, Mark Tyas, Kate Field,  Jim Tzikas (not in picture).

The next Australia Open sessions are in few weeks time in Sydney (the 13th Masters) and Brisbane (the 10th Masters) – see http://www.bpgroup.org/certification-by-city.html for more information.

Outside-In wins the Triple-Crown+

When the Upside is greater than the pain of adopting something new, a new approach can breakthrough. If however the upside is not sufficient, then the status quo will remain.
So if you don’t want change personally or in your organization keep doing what you have always done. That way you will get what you have always got.

On the other hand if change is necessary you need to demonstrate a significant upside, whether that is in terms of cost reduction, revenue improvement, service enhancement and better compliance – that is the triple crown plus.

Ideally the approach you adopt will give you the capability to deliver all triple crown benefits simultaneously and in a truly sustainable, repeatable pattern.

That is precisely what the Outside-In philosophy is all about.

*** Need to know more?

> Customer Experience Management Method http://www.cemmethod.com
> Articles and Case Studies http://www.successfulcustomeroutcomes.net
> Accreditation and Certification http://www.bpgroup.org/certification-by-city.html
> Get the book (that even CEO’s can understand) http://www.outsideinthesecret.com/
> Connect on http://twitter.com/stowers  and http://twitter.com/jdodkins
> Join the community https://www.linkedin.com/groups/BP-Group-1062077

Navy Seals, Stress and Success

We are all potential victims of stress. The big project, the presentation to senior management, the delivery of a plan. In many ways we become our own victims and arrive at the anointed moment in no fit state at all.  In my NLP* practice, and especially in the context of the wonderful guys at NLP Comprehensive in Colorado I am reposting this very apt piece which talks precisely to how the US Navy Seals cope with stress (and make it their friend) to achieve amazing things literally under fire.

If you would like to extend your skills into NLP and the latest brain sciences then I strongly recommend the guys in the Rockies at NLP Comprehensive –  http://www.nlpco.com

Navy Seal Toughness

Tom Hoobyar

This is about using NLP to control stress reactions, and I’m going to use new research from our toughest military training as an example of what’s possible.

Our U.S. Navy SEALs have the reputation of being the best commandos ever created. A Navy SEAL is someone who has survived the most challenging military training in the world.

SEAL stands for Sea, Air, and Land fighting, and these guys do it all, from swimming underwater to jumping out of airplanes.

Those who pass the training demonstrate an almost superhuman ability to keep functioning in very stressful situations. In other words, they can keep functioning effectively when a normal person would be totally controlled by their primitive fight, flight or freeze reactions.

Like where things are blowing up and people are shooting at you.

What has this to do with NLP? Let me give you some background and then I’ll tell you how NLP can be super-useful here.

But first I have to tell you about a problem the Navy had. You see, the selection process for SEAL candidates was tough. But even when they had a batch of super qualified prospects, they were losing over 75% of them during the first weeks of training.

This is a very expensive situation. Navy psychologists looked at the failures and found something interesting.

The prospects who failed didn’t lack physical ability. Even though the training ordeals were extreme the candidates were able to do the job.

Nope, it wasn’t muscles – it was mental. And that’s interesting because the average SEAL I.Q. is way above the military norm and many of them have graduate degrees.

The ones who “washed out” didn’t control their instinctive reactions to stress. They simply froze or folded when the challenges got too demanding.

Mental toughness. That’s what the Navy decided to research, so they could keep more of these well-qualified candidates. Learning how to use their “software” to control their bodies’ “hardware”.

Clearly, intelligent people get scared too. Maybe it’s even a mark of thoughtful people, but fortunately smart people can learn more self-management also.

The SEAL Command Psychologist, Commander Eric Potterat, listed four key mental techniques that are now being taught to SEAL candidates. He found that these mental techniques can be taught to any willing person and they would increase an individual’s performance under stress levels where most of us would just shut down.

The “mental toughness” program was so effective that it increased the Navy SEAL pass rate by over one third.

These skills are now being taught to college students facing exams, fighter pilots, and key executives in some companies.

Here are the “Big Four” mental skills taught to Navy SEALs:

1) Goal-setting. I don’t mean “what are you going to do with your life”. I mean, “How are you going to get through the next half hour”? Turns out that this kind of close-focused goal-setting is a key to peak performance anywhere. It doesn’t matter whether a person is on a stage, in an athletic competition, or in the middle of a fire-fight. It is simple, and proven. One major way to combat stress is to NARROW YOUR FOCUS to the immediate future.

NLP skills can really enrich this technique. Just focus on what the next phase of your work will need from you – maybe just the next few minutes – and zoom in on that.

2) Mental rehearsal, or Visualization. How often do you imagine success doing something you may be anxious about? Take a moment now, and give this a try. See what it will be like when you do that thing successfully and easily. Notice how your body feels and what you hear and smell. Do this over and over again and you are providing your brain with extra experience of success.

Does this sound like an elemental NLP process? You bet. Besides increasing the SEAL graduation rate, one report I read said this simple technique raised nervous college test-takers’ GRE scores by over 150 points.

3) Take Charge of Your Self Talk. We are constantly talking to ourselves, at a rate that is many times the speed of normal speech. So when you notice something negative say “Stop!” or “Cancel!” and then create your own “cheering section” to be your encouraging chorus. Have them (or your own voice, whatever works) say “You can do it” – “This is easy!” “Forget that glitch – focus on the next one!”

Again, this is something we’ve done dozens of times in our NLP training. Now you get to use it in life.

4) Arousal Control. This skill is used to calm the physical symptoms of a panic response. You know, the sinking feeling in the pit of your stomach, sudden cold sweats or hot spells.

You control this response with deliberate breathing.

You know your primitive brain will trigger reactions that might be useful for escaping a hungry bear, but not so useful when you’re trying to talk with your boss, negotiate through traffic, or working through a family debate.

So, INHALE DEEPLY (for a count of six), hold it for a count of two, then exhale for a count of six, emptying your lungs. Do this three times.

Practice this anytime during the day. It will become your instant stress control and will lower your blood pressure and flood your brain with oxygen, increasing your ability to think and react thoughtfully.

Give this “Big Four” skills a try – and you may find that you’re becoming more resilient and a little bit more of a “fearless warrior” in your personal life.

Tom Hoobyar

Footnote: Tom passed to a higher life in September 2013 – read of his enormous contribution to the universe.
* What is NLP?
“Neuro-Linguistic Programming (NLP) is a powerful system of thinking that can accelerate the achievement of your personal and professional goals …Some of my favorite trainers are…Steve Andreas and the folks at NLP Comprehensive in Colorado.” — Jack Canfield, The Success Principles, p 448