Three minutes of insight to conjure with…
What are you doing in the GCC this April? The Dubai ACXM and this Award winning class should be high on your options list.
Watch the full ROCKSTAR CX episode here: https://www.facebook.com/JDODKINS/vid…
Get in touch with our rockstar guest Shep Hyken!
ACXM Training Orlando 26th March:
for CX improvement consultancy and training, customer-centric culture transformation, the ultimate rockstar team building experience and rockstar keynote speakers.
Get in touch with James:
Email: firstname.lastname@example.org Twitter: https://twitter.com/jdodkins LinkedIn: https://www.linkedin.com/in/jamesdodk…
CX Discussion Facebook Group: http://bit.ly/fbcxgroup
Interviewed by Rockstar.cx on the theme of Outside-In.
Here a few 2-3 minute chunks- do feel free to download and share, oh and sign-up for Rockstar.cx cos I know there are some excellent interviews coming up, the most recent with ex Zappos evangelist, Jon Wolske.
Where to start
How to turn a
If you are more patient than me you can review the full Outside-In interview over at https://www.youtube.com/watch?v=kjQsYFVXAKk
PS. Updated the www.stevetowers.com portal – go have a look…
Upgrading your skills and delivery for 2018 will determine your success.
Advance beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program is a direct descendant of the CPP program with now over 90,000 qualified individuals across 116 countries.
So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us in a city near you through 2018:
|Johannesburg ACXM||13-15 March 2018
26-29 March 2018
|Dubai Masters ACXM||8-11 April 2018|
|Dubai UAE ACX Champion||15-17 April 2018|
|Sydney ACXM||28-31 May 2018|
|New York ACXM||10-13 Sep 2018|
|Denver ACXM||17-20 Sep 2018
9-12 Oct 2-18
|Washington DC ACX Champs||15-17 Oct 2018|
|London ACXM||10-13 Dec 2018|
Here’s someone who enjoyed the session:
The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.
Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change
> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 11) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars
The Accredited Customer Experience Professional/Master difference
This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!
- Uncover CX/Process Improvement opportunities in just hours
- Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
- Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
- Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
- Innovate to compete, set the market trend and even dominate your industry
- Advance Net Promoter Score and Customer Satisfaction to the next level
- Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately
Hopefully, we will see you soon!
Two-minute bite-sized chunk provides the answer.
Live broadcast with James Dodkins Rockstar.cx
This was an interview across the continents
(I am currently in Colorado, James is in England)
Do get along to the link – James will be hosting CX Rockstars from all over the globe 🙂
Business Leader in South Africa provides his views on Customer Centricity
Roland Naidoo (ACX Master) is a highly respected senior executive in the global entertainments business. As part of a podcast hosted by Futurology…
You can reach Roland here to progress the discussion:
Award won by yours truly!
I was deeply honoured by the PEX community at the annual conference in Florida last month and received the Global Community 2018 Award. Needless to say (but I will) this is as much down to you guys and your great transformational work, so I graciously excepted the Award on your behalf. Thank you so much :
See the snapshot here: https://buff.ly/2EEE9Im
Next time we will be reviewing highlights of the upcoming 2018 conferences…
Outside-In is a regular theme during most of my keynotes, not least this last week here in Florida. A question asked from the floor related to the 30-second elevator test “can you explain to the CEO what this stuff is, why it is different, and how it reframes the work we do?”. I guess I was about to fudge and say this needs more than 30 seconds, and then remembered my two-slide explanation!
So, for those guys looking for a simple explanation, these two slides will do the job. I have put a bit of narrative in there also.
120+ in Florida at the keynote, 16 January 2018
The old, industrial-age traditional way of doing business.
We make products (and services). We look for the market to sell them in. We segment customers by circumstance and pitch our products to those segments. We add variations to the products to better fit certain niche segments. We build back-end systems and digital capabilities in this increasingly complex world. We are rigid, functionally oriented and abhor change.
The new Outside-In customer-centric way.
We identify the customers we would like to do business with. We understand their needs (even when they may not know them themselves) and specific Successful Customer Outcomes (SCO’s).
We categorise customers by need. We then create the capability to deliver to these categories the SCO’s (both products, people and digital). Progressively we manage new and existing customer expectations to deliver success without exception. We are agile, innovative and attuned to 21st century needs.
Let me know if this works for you.
For the curious, the original slides came from a deck presented as a keynote in Sydney, Australia 3 years ago.
You can access that here: http://bit.ly/SydneyPEX
The once favorite topic for improving business performance was Lean Six Sigma, however, the last two years have seen the ascendancy of Customer Experience (CX) as a focus for top teams. ‘Google trends’ is a good barometer of emerging interests and this graph demonstrates increasing interest in CX (blue) compared with LSS (red).
Curiously the largest interest in industrial age improvement techniques like Lean and Six Sigma is in non-English speaking countries, whereas Customer Experience is strongly represented in North America, UK, Australia and South Africa.
For those using the search term ‘Customer Experience,’ the associated topic list provides additional insight into searchers interests. The % trend reflects the growth year on year with ‘Omnichannel’ and ‘Digital data’ seeing explosive growth.
1. The Future of Car Sales Is Omnichannel (Bain & Co)
2. Your Omnichannel Reading Challenge (Genesys)
3. Omnichannel Study: Now’s Your Chance to Get Ahead of the Competition for the Holidays (Marketingprofs)
The ‘Reading Challenge’ provides an opportunity to dig deeper with some surprising reads available related to employee engagement and the very latest customer trends.
In the BP Group, we have codified the very best practices of CX leaders in and around Customer Experience into the CEMMethod™.
Data and information shared with thanks to Google and Epictions.
The single biggest piece of advice I give to senior executives setting out on the Customer Experience journey is to STOP. Yes seriously, the vast majority of CX efforts are completely misaligned.
CX Efforts Misaligned
Don’t get me wrong the intentions are good. Unfortunately, it goes something like this:
- Top Team are listening and decide they need to get with this customer centricity/Outside-In/working backwards thinking.
- Senior Management makes noises that the customer is THE thing the business must focus on.
- The Executive engage the marketing and sales guys to get with it and start pushing the message.
- Functional leaders hear the noise and bluster. They start using the language, whilst thinking this is just more fluff and nonsense. They make the right noises for now but keep their heads down, because they know this will go the same way as so many other ‘strategic initiatives’.
- Fundamentally functional heads carry on working with the out of date reward system that promotes sub-optimal industrial age thinking and practice.
- The Executive see the usual inertia, results not coming through, apathy and indifference and decide their business isn’t really an Amazon.
- Top Team then reverts to just getting better at what we are doing, then when someone in ‘our industry’ proves it we will follow.
- Functional leaders breathe a sigh of relief and invest even more in industrial age systems and training. The illusion of doing something, in this case, is actually worse than doing nothing.
- The businesses failure is noted by customers who move to those who do understand and deliver Customer Experience success.
- The company becomes another footnote in the history books. Talked about at business schools and picked apart because of the failure to get the new Outside-In customer-centric mindset.
Making Customer Experience Successful everywhere all the time
This isn’t rocket science (unless you are NASA of course). Understanding that the structures and ways of working from the industrial age were NEVER designed to be customer-centric. They were established to make things faster by optimizing production lines.
And oh, don’t think because you are not in manufacturing you are OK. It is likely your complete ways of working will be making everything look like production management systems, with talk of leaning out, waste reduction, standardization, efficiency, productivity. Sound familiar?
Understanding this Customer Experience misalignment is fundamental.
I encourage doing three things before re-joining the CX road-march:
- Understand how big the gap is between what you are doing and what Successful Customer Outcomes you need to be delivering.
- Audit the current key performance indicators.
Are they mostly about outputs?
Usually, the balance will be 80% output metrics (like calls answered, Average Handle Times, Abandoned Rates, Projects completed on time to budget etc.).
Meanwhile, the really important measures that tell you a Successful Customer Outcome is being achieved will only be a small proportion.
What you measure is what you get and no amount of Customer Experience drum banging will work unless those measures of Outcomes become the most important.
- Create an awareness of what real CX success is all about.
This isn’t just the stories. It is about the actual things on the ground that need to change. The WHY and the HOW go hand in hand. Often times upskilling a group of key players at all levels to make them Ambassadors for the Customer achieves way more than massive corporate investment in branding and image.
In conclusion, Customer Experience cannot be treated just like another corporate initiative. To achieve success requires a significant shift in mindsets, and when that is achieved the realignment of the Enterprise to Outside-In can really begin.
Want more guidance and tips like this?
☑ More Articles like this one – visit my CX Obsession resources
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☑ Executive briefings and keynotes – How to get your hands on me and other CXperts (see what I did there?)