We are all leaders in Customer Experience!! That must be true Shep Hyken told us so :)

Three minutes of insight to conjure with…

Dubai calling for the 4 day ACX Masters program – Upskill now…

What are you doing in the GCC this April? The Dubai ACXM and this Award winning class should be high on your options list.

ROCKSTAR CX LIVE – James Dodkins and Shep Hyken talk about the why’s and how’s of amazing customer experience leadership.

Watch the full ROCKSTAR CX episode here: https://www.facebook.com/JDODKINS/vid…

Get in touch with our rockstar guest Shep Hyken!

Website: www.hyken.com
Twitter: https://twitter.com/Hyken

Facebook: https://www.facebook.com/ShepHykenSpe…
LinkedIn: https://www.linkedin.com/in/shephyken/

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: james@jamesdodkins.com Twitter: https://twitter.com/jdodkins LinkedIn: https://www.linkedin.com/in/jamesdodk…
Facebook: http://bit.ly/jamesdodkinsfb
CX Discussion Facebook Group: http://bit.ly/fbcxgroup
Website: www.jamesdodkins.com

#cx #custexp #rockstarcx #leadership #live #fblive #jamesdodkins #shephyken

FOUR fundamental questions regarding CX and Outside-In?

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.

 

What and
Who is
Outside-In?
What do
Outside-In
companies do
differently?
Where to start
with Outside-In
How to turn a
Failing
project
Outside-In

If you are more patient than me you can review the full Outside-In interview over at https://www.youtube.com/watch?v=kjQsYFVXAKk

Cheers,

PS. Updated the www.stevetowers.com portal – go have a look…

The Accredited Customer Experience Master (ACXM ™)

Coming soon to a city near you 🙂
>> UPDATE: Just added DENVER ACXM in September <<
Johannesburg | Orlando Dubai  | Dubai  | Sydney  | New York  Denver | Washington DC |  Washington DC Champs London

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

Orlando 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

Washington DC 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

For 2018…

> 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

See more information here, or book directly to a city of your choice:
Johannesburg | Orlando Dubai  | Dubai  | Sydney  | New York  Denver | Washington DC |  Washington DC Champs London

 

Hopefully, we will see you soon!

What is & Who is Outside-In? (interview by James Dodkins)

Two-minute bite-sized chunk provides the answer.

 

Podcast with Roland Naidoo | Live stream – rockstar.cx | Business Awards…

Live broadcast with James Dodkins  Rockstar.cx


This was an interview across the continents
(I am currently in Colorado, James is in England)
https://www.facebook.com/JDODKINS/videos/1425739797553815/

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, Senior Executive, Multichoice
Roland Naidoo, Senior Executive, Multichoice

 

Roland Naidoo (ACX Master) is a highly respected senior executive in the global entertainments business. As part of a podcast hosted by Futurology…

https://itunes.apple.com/za/podcast/futurology/id1078860959?mt=2&i=1000397468049

You can reach Roland here to progress the discussion:
https://www.linkedin.com/in/roland-naidoo-b403a029/

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…

What do you mean when you say ‘Outside-In’?

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

Steve Towers Florida keynote
Florida keynote to top team of major global industrial corporation

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.

Old Industrial Age thinking model

 

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.
21st century Outside-In business model

Let me know if this works for you.

Ciao, Steve

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

Get the inside track with Customer Experience thinking and practice

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.

By way of additional information, a search with Epictions focused on Articles produces these top three pieces in the last three months on the theme of ‘Customer Experience – Omnichannel’.

1.  The Future of Car Sales Is Omnichannel (Bain & Co)

http://www.bain.com/publications/articles/the-future-of-car-sales-is-omnichannel.aspx

2.    Your Omnichannel Reading Challenge (Genesys)

http://blog.genesys.com/your-omnichannel-summer-reading-challenge

3.  Omnichannel Study: Now’s Your Chance to Get Ahead of the Competition for the Holidays (Marketingprofs)

https://www.marketingprofs.com/articles/2017/33005/omnichannel-study-nows-your-chance-to-get-ahead-of-the-competition-for-the-holidays

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™.

If you would like to find out more about how to access this learning please visit us at www.bpgroup.org or drop by at www.stevetowers.com

Data and information shared with thanks to Google and Epictions.

The Shocking Truth about Customer Experience


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:

  1. Top Team are listening and decide they need to get with this customer centricity/Outside-In/working backwards thinking.
  2. Senior Management makes noises that the customer is THE thing the business must focus on.
  3. The Executive engage the marketing and sales guys to get with it and start pushing the message.
  4. 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’.
  5. Fundamentally functional heads carry on working with the out of date reward system that promotes sub-optimal industrial age thinking and practice.
  6. The Executive see the usual inertia, results not coming through, apathy and indifference and decide their business isn’t really an Amazon.
  7. Top Team then reverts to just getting better at what we are doing, then when someone in ‘our industry’ proves it we will follow.
  8. 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.
  9. The businesses failure is noted by customers who move to those who do understand and deliver Customer Experience success.
  10. 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:

  1. Understand how big the gap is between what you are doing and what Successful Customer Outcomes you need to be delivering.
  2. 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.
  3. 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

 ☑ Upskilling and mentoringEvery level from the boardroom to the lunch room – BP Group

☑ In person and virtual trainingThe ACXM™ program

 ☑ Executive briefings and keynotesHow to get your hands on me and other CXperts (see what I did there?)