Thoughts for your CX Day

Being uncomfortable should be comforting as it demonstrates you are in a change state. Learn to foster discomfort and make it your friend, It is indeed wise counsel.

Steve Towers

What do you most admire in the ones you love? Remind yourself that is one of the many reasons you love them, whether it is a partner, child or stranger. Think about that and enjoy the feeling.

Steve Towers

You are only as good as the way you feel. That’s why you need to focus on things that make you feel good. What is the one thing that today could make you fell grateful? Then you will feel good.

Steve Towers

Why do so many organizations struggle to become truly customer-centric?


I’m going to do a bit of “Q&A” today.

First question…
QUESTION: Why do so many organizations struggle to become truly customer centric?

Production line thinking passed its sell-by date?


ANSWER: They are using an out of date mindset. The thinking is borrowed from the industrial age when optimising production and throughput was the thing. That way of thinking is about production management, efficiency, effectiveness and elimination of waste. Does that feel familiar? 
Next question…

QUESTION: What is (probably) the biggest hurdle to overcome on the way to becoming Outside-In?

Hurdles to Outside-In thinking

ANSWER: It is getting passed this industrial age mindset and all the things that come with it… our reward structures… our approach to employee engagement… the processes and systems…
Alright, one more…

QUESTION: If listening to the customer is so important what is ‘best practice’?

Do you really understand customer needs?

ANSWER: Often times many companies are trying to drive forward by only looking in the rear view mirror. That is listening to subjective perceptual feedback, rather than at every interaction 100% of the time.

The GOOD news is…
In the ACX Masters program, we show you step-by-step how to handle these challenges so you don’t have to Fall into the Bear Pit.
You can get the full scoop and preview here: https://bit.ly/GCCACXP

Cheers for now!
Steve

PS. We have got to get more scientific about the customer experience!
I have just done a 3-minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Step #1 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #2 – Get The Training:

Certified Outside-In Master® | https://bit.ly/COIM2021

Certified Process Professional Master® | https://bit.ly/CPPM21

Accredited Customer Experience Master® | https://bit.ly/ACXM2021

Step #3 – Get the Software:
Parallel | https://workinginparallel.com

Step #4 – Connect With The Community:LinkedIn | https://bit.ly/Steve2021
Blog | https://bit.ly/CXO2021
BPG Website | https://bit.ly/BPG2021
Steve Towers Web | https://bit.ly/SBT2021
Twitter | https://bit.ly/SteveTowersTwitter
YouTube | https://bit.ly/ST_Youtube

Become an Accredited CX Professional with this Gift 🎁

Why should Individuals & Organizations adopt the ACXP Program?

Better business results begin with Accredited CX Professionals guiding and leading their organizations.

By establishing a cadre of accredited people organizations are demonstrating their drive towards customer-centricity which delivers immediate results and pleases employees, customers, and stakeholders. 

It truly is a win for everyone. 💞

Get the Gift here: https://bit.ly/GCCACXP

https://bit.ly/GCCACXP

The Accredited Customer Experience Professional (ACXP) is a program underpinned by practical exercises based on the work underway in the enterprise. Individuals and teams are coached and assessed by ‘been there and done it’ CX professionals regarded as top of their profession.

Less on the theory, more on the practice the ACXP program uses ‘now’ case studies (frequently not in the public domain) so attendees can see ‘next practices’ and quickly incorporate them into their individual, team, and organization work.

Underpinned by proven approaches and techniques, such as the CEMMethod™ (launched in 2006 and now in Version 14), the ACXP program is designed for individual advancement, organizational maturity, and ultimately business transformation to become truly customer-centric.

The ACXP is the first step on the ladder leading to a progressive and more advanced understanding and delivery of Customer Experience next practices.

The portfolio of levels includes ACX Master®, ACX Champion® and ACX Mentor®.

https://bit.ly/GCCACXP

Recent Testimonials include:

Thank you Steve for the high quality & insightful training you delivered. Your innovative approach , critical thinking & up to date case studies facilitated this achievement 👍Muath Al-Azzam, Principal Services & Operations Specialist at Dubai Municipality

Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.Natasha Doren, South Africa

I have to say, every day since I left Denver, I have been able to apply some bit of learning that I got during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you’ve done to advance the field of customer experience! Brett Gill, United States

Another fantastic learning, personal andprofessional development experience with you!Lyall Shapiro, Customer Experience Specialist,Sydney, Australia

Thank you Steve, very intense 4 days butamazing and already putting it into practice!Edwin De Lange, Manager:
Customer Experience Design,Mercantile Bank South Africa

Thank you so much Steve..this achievement means a lot to me& huge credit goes to you.. looking forward for my nextAmal Shaira, Senior Manager, FAB, United Arab Emirates


Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

How to understand and apply the key fundamentals of Customer Experience success

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.

At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative.

A young fresh-faced Jeff Bezos


There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now. The rest is history. Watch the 2-minute video here.


Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation