Coming to London in March and will blow your #cx and #ux socks off!!
Author: steve.towers@bpgroup.org
Customer Obsession
We can learn a lot from Jeff Bezos. 60 seconds may be enough when you understand how he creates success.
I am still perplexed that so many folks seek to justify the failure of once-great companies like Nokia, Motorola, Blockbuster and Circuit City as being complex.
It wasn’t complicated and still isn’t to understand the reasons why they crashed and burned. It is in fact pretty simple. If you lose the connection between yourselves and customer success you will fail fast. All the best leadership, innovation and culture crumbles if you are not delivering #successfulcustomeroutcomes. However, don’t take my word for it – let’s hear it from the maestro himself
4 Reasons to attend Steve Towers Masterclass in London
I am returning to #England for my annual Steve Towers
#masterclass in #london #cuxtomerexperience #cx #process #acxs #acx #ccxp Don’t be shy, come and learn the latest, greatest techniques as practised by companies like #amazon #zara #zappos and #emirates
https://londonstevetowersmasterclass.eventbrite.com
We are bringing to the table the newest innovations and hands-on methods to immediately deliver success on your return to work. Yes, these sessions are fun, and what with London just before Christmas, what is there not to like?
And hey if you have already done one of our coaching events ping me and I can arrange a loyalty discount 😉 There’s a mountain of new stuff as we launch #theexperiencemanager and #cemmethod version 12.
The Customer Experience definition
What is the definition of Customer Experience?
The definitions of customer experience are many however in 99% of cases incorrect. Why so? Well simply because they are from a company viewpoint, that is ‘Inside-Out’.
A truly customer-centric definition needs to see customer experience through the customer’s actual experience. Accordingly, the CX definition the BP Group and partners endorse through our training, mentoring and consultancy is:
A customer experience is the sum of the thoughts, feelings and interactions a customer has about and with different products and services during the achievement of a goal or outcome
James Dodkins aka ‘CX Rockstar’
This talks neatly to the point that the experience starts with a need and finishes when that need has been fulfilled. It goes way beyond when the process for the company starts and ends.
So next time someone challenges you to define ‘what is customer experience?’ give them that.
You may even get people confusing customer experience with customer service but that discussion is for another day 😉
The CX Online Playbook
Crafting the right professional profile is key to achieving success. Steve Towers offers sage wisdom on the hows and whats with his free book on how he has achieved his notoriety.
It comes down to YOU. Who you are and how you project yourself.
In the realm of Customer Experience and Business transformation, I have published many books and keynoted conferences around the world on the subjects of Customer Experience and Advanced Process Management.
Over the last couple of decades, I have fined tuned my messaging to suit the unique needs of different people and organizations so they can consistently deliver Successful Customer Outcomes individually and for their organizations.
Relating to this success people often ask how should they go about it, what is the secret ingredient? So guess what a wrote another book to capture the key ideas and make them available to those willing to spend a little time crafting their profiles to suit their customers, whether they are colleagues, team members, their bosses or indeed the people who pay our wages – the external customer 😉
It comes down to YOU. Who you are and how you project yourself.
So earlier this year I published a FREE online CX Playbook for those folks who have just qualified as CX Professionals and need to build up their online profiles. It was a great success with over 3,200 downloads in the last six months, so guess what, I have now updated it for 2020 and you can go grab your FREE copy here: https://cemnext.com/cxplaybookplease
Do get in touch and tell me how you get on.
With warm regards,
Steve
CX and Technology – where to now?
The latest CX and Technology stats from Blake Morgan
I must admit yet another weakness. That is being a sucker for statistics in and around Customer Experience and Process Management so when someone, in this instance Blake Morgan, collates a fantastic list who are we not to republish and share?
This works way better than any tips or techniques…
Hi – Steve here 🙂
I’m a real sucker for great new tips, techniques, tools, shortcuts, “hacks” and other quick ways of getting better results from our processes and customer experiences.
But the truth is that the big wins don’t come from tips or tricks.
They come from getting the fundamentals right. Again and again.
Fundamentals like really understanding your customers (internal and external) so your products and services are what they need (not just what you think they want).
Fundamentals like having understanding the successful customer outcomes before you ever meet or work with them, so your processes and experiences build credibility and trust quickly.
Fundamentals like follow-up and nurturing your relationships so they are top of the priorities when your customers need to change things.
Fundamentals like being able to “meet” face to face, on the phone, or via a webinar or web page (and by “meet”, I mean help a customer get the best from their experiences and processes, understand their problems, the potential solutions, and decide how to change things to meet ever-changing needs).
Master the fundamentals and the little tips and tricks will improve your results even further.
Get the fundamentals wrong and all the tips, tricks or clever techniques in the world won’t hurt.
– Steve
PS If you’d like to get my very best training, insights and personal support to help you align your processes and experiences for all your customers (internal and external), why not join me for my new ONLINE training program? Click here for more details.
SEVEN STEPS TO ENSURE YOUR PROCESSES AND CX ARE TIP-TOP FOR 2020
INTRODUCING… the much requested (and anticipated) now available ONLINE Outside-In training.
To compliment our globally successful classroom program (now 118 countries with 100,000+ certified professionals) I am running SIX online live sessions over SIX weeks.
If you are already qualified it is 80% NEW STUFF. If you are not then COME ON DOWN. Early Bird registration now Open.
Download the one-pager here
Early Bird registration now Open.
ACX Specialist Launches
Our favourite CX Rockstar James Dodkins tells you about the launch of the new program…
And you can register here:
DUBAI – ICELAND – BRATISLAVA
Customer Centricity Awards North America
I am proud to officially announce my participation as one of the judges at the “North American Customer Centricity Awards” organised by Arcet Global.
Hosted in Dallas, Texas, this event showcases the best in customer experience and leadership across North America. Sharing ‘next’ practice, case studies and learning from each other’s success across a wide range of sectors.
I will be joining several senior judges and very much excited and looking forward to assessing the submissions from some of the worlds leading customer-centric companies.
https://customercentricityawards.com/awards/
#judge #awards #innovation #customerexperience #ARCETGlobal #customercentricity #dallas #texas