Unlocking Customer Excellence: Master the ACX Program with Insider FAQs!

šŸ‘‰šŸ‘‰ The BP Group provideĀ­s a professional qualification titled the ACX Program. It is for peĀ­ople interesteĀ­d in customer experieĀ­nce and process managemeĀ­nt.

Here are theĀ­ key points about the ACX Program: The AccreĀ­dited Customer ExperieĀ­nce (ACX) program’s design helps participants beĀ­come qualified professionals in customeĀ­r experienceĀ­ and process management.

AtteĀ­nding workshops (in-person or online), completing courseĀ­work, and passing an endorsement from a Coach and MeĀ­ntor are involved. Advanced qualifications, likeĀ­ ACX MasterĀ® (ACXMĀ®), exist for those seĀ­eking to lead transformation initiatives.

ExpeĀ­rt guidance from Steve ToweĀ­rs, an expert in the fieĀ­ld, supports the program. He provides coaching, keĀ­ynote speecheĀ­s, books, and social media content to aid the leĀ­arning process.šŸ‘šŸ‘

Visit us atĀ https://www.bpgroup.orgĀ 
Download the ACX overview: ACX Brochure
Review the next program with Steve Towers: ACX Master

#cxĀ #customerexperienceĀ #processĀ #bpmĀ #bprĀ #acxsĀ #acxpĀ #acxmĀ #cxpaĀ #ccxpĀ #bpg

The Advanced CX program Frequently Asked Questions

1. What is the Accredited Customer Experience (ACXĀ®) Program?

The AccreĀ­dited Customer ExperieĀ­nce Program is an expert qualification for peĀ­ople needing practical customeĀ­r-centric understanding. It shows how to harness CX poweĀ­r, organize using customer-centric principleĀ­s, and guide/mentor organizations.

This program equips individuals with improving customeĀ­r experienceĀ­s and operational efficiency within organizations.

TheĀ­ knowledge and skills are taught in a hands-on, pragmatic style.

2. What are the eligibility requirements for the ACX Program?

AnyoneĀ­ can take the ACX Program – thereĀ­ are no eligibility requireĀ­ments. If you want to learn about customer-ceĀ­ntricity, you can participate.

It’s a hands-on, workshop-based course. WeĀ­ll-suited for customer expeĀ­rience managers, direĀ­ctors, consultants, professionals, agents, specialists, and leĀ­aders.

3. What are the benefits of the ACX Program?

Participants understand customer ceĀ­ntricity practically. They learn to harness CX poweĀ­r, organize around customer-centric principleĀ­s, and become organizational guides/meĀ­ntors.

This course follows a hands-on approach, ceĀ­ntered around workshops – perfeĀ­ct for CX leaders, expeĀ­rts, and specialists. It helps build customer ceĀ­ntricity skills practically.

The ACX Program guides you through harnessing CX’s poweĀ­r and adopting customer-centric principles. You can meĀ­ntor others too.

BPG and global partners deliveĀ­r this program. Participants can become licenseĀ­d ACX Mentors who can upskill their companies and partneĀ­rs.

4. How long does it take to complete the ACX Program?

The program is available as an open eĀ­nrollment or in-house option. You can completeĀ­ it flexibly, at your own pace. HoweveĀ­r, it typically takes 1 to 3 months to finish.

The course is hands-on, designed around a workshop, and well-suited for customer experience managers, directors, consultants, professionals, agents, specialists, and leaders.

Participants demonstrate their understanding by completing practical exercises based on their own work. It is a learning-by-doing process!

5. What is the CEMMethodĀ®?

The CEMMethodĀ® is a customer-centric management framework developed by BPG. The framework is based on the best practices of leading exponents of customer-centricity and is the basis for the ACX Program.

Initially developed in 2002-5 (with companies like Virgin) and now in version 15. It is the foundation of the Accredited Customer ExperienceĀ® Program and is based on the codified Next practices of the worldā€™s leading exponents of Customer Centricity.

6. What is the CX Transformation Ecosystem?

An organization’s CX Transformation Ecosystem deĀ­scribes its unique offerings, customeĀ­r experienceĀ­s, processes, and expeĀ­ctations. It strategically and operationally aligns with successful customeĀ­r outcomes. The ecosysteĀ­m defines neeĀ­ded offerings, channels, opeĀ­rating models, and capabilities.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX MasterĀ® (ACXMĀ®) or Certified Process Professional MasterĀ® (CPPMĀ®).


Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown ā€“ the simultaneous ability to increase revenues, decrease costs, and enhance service ā€“ through the CEMMethodĀ® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steveā€™s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Maximizing Customer Success: Strategies for Sustained Growth and Satisfaction

šŸ‘‰šŸ‘‰ 32 Years and stronger than ever! With 140K+ professionals across 137 countries qualified in customer experience, business transformation, and process management, we upskill individuals and organisations to achieve the next level of performance. Here is a celebration of some of those people. Thank you All! šŸ‘šŸ‘

Visit us atĀ https://www.bpgroup.orgĀ 
#cxĀ #customerexperienceĀ #processĀ #bpmĀ #bprĀ #acxsĀ #acxpĀ #acxmĀ #cxpaĀ #ccxpĀ #bpg

Scroll of Honor

Recent ACX & CPP Professionals and Partners

Frequently Asked Questions

1. Customer Success Metrics: What metrics does the BP Group use to measure customer success and business transformation?

The BP Group tracks how organisations are serving customers using various metrics. These focus on customer outcomes, efficiency, and growth. We use industry-leading measures such as the CX6, the Disruption Factor and Outside-In Dashboards, and the Customer Effort Score. We encourage financial measures like revenue growth, cost savings, and customer lifetime value. The specific metrics used depend on the organization’s goals and the size and scope of transformation.

2. CEMMethodĀ® Application: How can organizations implement the CEMMethodĀ® to achieve the triple crown of increasing revenues, decreasing costs, and enhancing service?

Organizations can start by understanding theĀ­ main ideas behind the
CEMMeĀ­thodĀ®, such as thinking from the customer’s perspeĀ­ctive and focusing on achieving successful outcomeĀ­s for customers.

There areĀ­ training and certification programs available to gain expeĀ­rtise in this method. After geĀ­tting trained, organizations can apply the CEMMethodĀ® to theĀ­ir processes. This involves mapping out theĀ­ customer journey, pinpointing critical moments, and reĀ­designing processes to improveĀ­ the customer expeĀ­rience while also increĀ­asing operational efficiency.

3. Professional Qualification: What are the steps to become qualified in customer experience and process management through the BP Groupā€™s programs?

The BP Group offers programs to help individuals become professionally qualified in customer experience and process management. The Accredited Customer Experience (ACX) and the Certified Process Professional (CPP) programs involve attending workshops (in the room or online), completing coursework, and passing an ‘understanding endorsement’ from your Coach and Mentor.

Those seeking to deepen their expertise and lead transformation initiatives within their organizations can pursue advanced qualifications, such as the ACX MasterĀ® (ACXMĀ®) or Certified Process Professional MasterĀ® (CPPMĀ®).

Steve Towers, an expert in customer experience, enjoys spreading his enthusiasm for this field through coaching, keynote speeches, books, and social media content.

He helps companies win the triple crown ā€“ the simultaneous ability to increase revenues, decrease costs, and enhance service ā€“ through the CEMMethodĀ® now in version 15.

With over three decades of experience working with large enterprises worldwide, Steve has distilled the successful strategies of top-performing organizations into a proprietary methodology that can be easily imparted to CX teams and executives.

His forte lies in envisioning the future of customer-centricity, customer experience, process management and realizing long-term benefits from business transformation.
Steveā€™s approach combines customer-focused thinking, cutting-edge technologies, and a human touch.
Also an entrepreneur and an early-stage investor in software companies like Parallel.

Steve Towers: https://www.linkedin.com/in/stevetowers/

Discover 23 Must-Attend Top-Notch Customer Experience Conferences in 2023!

Overview of customer experience featuring 23 must attend conference in 2023

As a business leader, you know the importance of customer experience (CX) and its impact on your success. But do you know about the must-attend customer experience conferences for 2023?

Must-Attend Customer Experience Conferences in 2023

Now that you know the importance of customer experience, letā€™s take a look at the must-attend customer experience conferences in 2023:

January 2023

February 2023

March 2023

May 2023

June 2023

July 2023

August 2023

September 2023

October 2023

These conferences are great opportunities to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.

Conclusion

Customer experience is an essential part of any businessā€™s success. It involves understanding customer needs and developing strategies to meet those needs. It also involves creating customer-centric strategies, setting customer goals, and measuring customer satisfaction.

Attending customer experience conferences is a great way to learn the latest strategies in customer experience, network with other industry professionals, and gain invaluable insight into the customer experience industry.

Review these 23 top-rated CX Conferences for 2023 to start your journey to become a customer experience expert!

Connect with me: https://linktr.ee/stevetowers

The five crucial things successful CX companies do every day

> Most successful CX companies do these things to lift their game
> Steve Towers shares the winning strategies
> Model your own strategy based on leading CX next practices
This article is a build on terrific feedback from my recent piece ā€˜5 Critical Failures of 80% of Customer Experience initiativesā€™.
(You can see that here: https://bit.ly/CX5Results)

George Bernard Shaws observation is pertinent

ā€œSuccess does not consist in never making mistakes but in never making the same one a second time.ā€

So with that in mind, letā€™s move beyond the mistakes and uncover the winning strategies and how best we can implement those insightful approaches.
Based on our recent work and research my report from the CX front line should help you rethink your approach in our collective endeavor to get more scientific about the customer experience.
In the earlier article, we identified five major errors and causes ofĀ failure. Letā€™s review how winning CX companies reframe those into successful strategies.
1. Top teams understand CX success and get out of the way of their people to let them get on with it.
To achieve strategic CX success, it is necessary to understand the limitations imposed by industrial-age thinking (getting better at doing the wrong stuff faster, functional specialisms, outdated reward systems) and help the organization migrate to Outside-In thinking and practices. At Zappos, for instance, it is more important to meet the customer (see Zappos hits the road.. http://bit.ly/Zappos2017), gather insights, and provide input to reshape the organization. The top team is actually out there ā€œWe want to shake the customers hands, give them really big high fives and meet their friends ā€” delivering happiness and memorable experiences along the way,ā€ said Kristin Richmer, Senior Brand Marketing Manager, Zappos.
The task then is not overlaying the new insights onto an industrial age siloed world. It is actually to reshape the organization, its people, the reward systems, processes and systems to better deliver successful customer outcomes. Tony Hsieh reinforces this feed-forward approach ā€œwe actually want to talk with customers more as 70% of our business are repeat buys. Hiding our contact details and making it difficult to talk is not our wayā€ http://bit.ly/TonyHseih
2. Customer needs are understood and developed to create the organizational alignment towards successful customer outcomes.
Leading CX Companies have developed an a-b-c strategy when boiled down includes
(a) stop asking customers what they want
(b) get your head around current customer expectations, and
(c) articulate customer needs even when the customer doesnā€™t know what they are.
This effort is not a ā€˜one and done’, it is about continual learning and then the development of services and products that anticipate customer needs rather than following the outdated mantra of those organizations seeking more and more (often meaningless) feedback.
And Disney provides a demonstration of this a-b-c approach.
Consider this:

Disney World Orlando, is about 43 square miles, about twice the size of Manhattan. 30 million guests per year enjoy 4 theme parks: the Magic Kingdom, the Hollywood Studios, Epcot and the Animal Kingdom.

You can navigate to these parks by car, bus, monorail, boats and a ferry depending on your hotel ā€“ and that in itself includes over 20 themed for your delight. Coupled with Disneys new wearable ā€œMagic Bandsā€ (seeĀ http://bit.ly/MagicBand) you receive a smooth personalized experience where ever you are.
This collection of entertainment is a dynamic living system focused on successful customer outcomes. With digital real-time feedback, Disney offers an integrated experience built around a co-ordinated set of business and customer outcomes, from the time you think of a trip, to the time you are back home with the kids.
3. Being customer-centric isnā€™t about projects ā€“ it is a state of mind.
A great mistake of many is approaching customer experience as an initiative, something with a clearly defined start and end point. Appreciating CX is a state of mind for the whole company is a major differentiator and allows successful organizations to continually tweak and evolve, rather than live in a permanent state of project stop-start crisis. The guiding principle is, at the heart of CX, change is desirable, welcomed and systematic. It impacts everyone and everything all the time.
4. Successful CX transcends measures and implements a rigorous feedback/feed forward framework.
A recent analysis in the banking industry suggested that more than 85% of the total key performance indicators measured outputs ā€“ things that get produced from activities.
Successful CX companies however have a very different profile and focus, their attention is on measuring outcomes ā€“ the result of what is produced. To these companies this is not a semantic distinction, it underpins the total CX strategy. As a result, the measurement systems are simplified, and the focus on results rather than activity moves the dial towards customer centricity so much more quickly. Programs such as Disneys True North set a direction with supporting metrics, and rather than measure everything that moves they focus on the results and outcomes that need to be delivered to achieve successful customer outcomes. In this context, more than 75% of measures are ā€˜Outcomesā€™ with less than 25% outputs.
Test this for yourself in the call center. What are your top ten measurements, are they output-oriented or outcome-based? The former would be things like average handle time, abandon rates, downtime and so on. The latter would be the delivery of customer need, queries completely resolved (not the piece mean partial interim ā€˜first call resolutionā€™ type things measured with a functional bias).
In summary, CX leaders have fewer measures and the majority are now Outcome-based.
5. CX is both the strategy and the operational objective to overcome needless complexity.
A recent Forrester survey says 81% of CX professionals are mapping experiences from the customer’s perspective, but only 21% are mapping the ecosystem (processes, people, technology). In this context there are two opportunities that successful CX companies exploit:
i. CX can only be successful if you build a complete CX ecosystem mapĀ (we call that a CXecomap) which includes cause and effect and connects the people who deliver the customer experience with those people and systems who provide the means for it.
ii. CX Current state crisis.Ā Successful CX companies can clearly articulate the what and how the organization should be doing to deliver great experiences. They do not become mired in the exercise of mapping all the current external and internal processes and systems (which can take years to complete and provides little in the way of direction for what should exist.)
These companies understand the reality that the current structure and systems were never created with excellent CX in mind but were in fact designed around an industrial age, production system based model. Accordingly, next practice is to utilize design principles that envision what should be, and then progressively mature and migrate the organization to that vision.
To conclude CX success doesnā€™t come from wishful thinking.Ā It is a deliberate and sustained effort to understand and articulate the ever changing customer. To build a new trust with them that goes beyond the platitudes of the past. In the near term it is about becoming more scientific about the customer experience. In the longer term it is a guarantee of business success.
We have codified these CX next practice approaches into the CEMMethod (now version10). You can access that as a resource with others below.
The earlier article can be viewed here: ā€˜5 Critical Failures of 80% of Customer Experience initiativesā€™.Ā http://bit.ly/CX2017
Other useful resources on this theme:www.bpgroup.orgĀ (workshops, accreditation, and certification)www.stevebtowers.com
www.successfulcustomeroutcomes.netĀ (blog for all things customer experience)
www.cemmethod.comĀ (CEMMethod v10)
www.outsideinthesecret.comĀ (Free copy of ‘Outside-In. The Secret’)
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Accredited CX Professional, Masters & ChampionsĀ (ACXP, ACXM, ACXC) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries.
The program, now in its eleventh year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown ā€“ simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Ā 
Become a qualified CPP-Master or ACXP and demonstrate your professionalismĀ http://www.bpgroup.org/training.html

The Customer Feedback CONSPIRACY

Of course, you are asking for customer feedback. Yes?

Ā 

Opps, sorry, that is one of the dumbest things you can do. Ā Don’t take my word for it – watch this amusing video with James Dodkins keynoting at the recent Lean Six Sigma conference in Iceland. ‘The Customer Feedback Conspiracy”

[youtube https://www.youtube.com/watch?v=5iSJ-B8VZ4M?feature=player_embedded]
Ā 
Ā 
Ā 
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters ChampionsĀ (CPP-Master) Program (and ACXP)

Ā 
An internationally recognized program with proven track record delivered by been there and done it coaches more than 270 times, in 119 cities with delegates from 132 countries.
The program, now in its sixteenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown ā€“ simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Ā 
Become a qualified CPP-Master or Accredited Customer Experience Professional (ACXP) and validate your professionalism
http://www.bpgroup.org/training.html
Ā 
Ā 

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

https://lnkd.in/djWxB8m

šŸ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

šŸ‘‰ Step #2Ā ā€“ Get The Book: Outside-In The Secret *FREE* Ā https://bit.ly/OI2021now

šŸ‘‰ Step #3 ā€“ Connect With The Community: https://linktr.ee/SteveTowers

šŸ‘‰ Step #4 ā€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |Ā https://cemnext.com/xmroi2023

šŸ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

CX POWER Hour webinar

In just 60 minutes we will evaluate the 4 elements of a Customer Experience Management Ecosystem and how they can provide your organization with a company-wide ecosystem of CX management that focuses all of your team’s efforts and resources on delivering amazing customer experiences.

We are doing a CX POWER Hour this coming Wednesday 1 PM EDT/ 10 AM PDT Expert hosts include James Dodkins aka CX Rockstar, Doug Bell, Mitch Belsley (The Experience Manager) and Steve Towers BP Group.

Register here: CX_POWERUP_2019

Why you should attend

In just 60 minutes we will evaluate the 4 elements of a Customer Experience Management Ecosystem. We will review how the 4 elements can provide your organization with a company-wide ecosystem of CX management. This then focuses all of your team’s efforts and resources on delivering amazing customer experiences.

What we will cover

1. Operationalizing Experience Designs

(How do you create and socialize simple experience designs that everyone in the organization will be able to understand?)

2. Measuring successful customer outcomes instead of business outputs

(Are you still relying on subjective NPS and VOC data to drive your CX analytics program?)

3. Focus every employee in the company every single day on CX innovation and improvement

(Are you harnessing the power of feedback and ideation from your employees?)

4. Evolve and improve your experiences in days not months.

(How long is it taking you to go from idea to implementation?)

Register Now: The CX Power Hour 2019

James Dodkins, one of the hosts, has keynoted in the USA, Argentina, Mexico, UK, Australia and Germany in the last six months.

You will Win the Triple Crown

When you align your business around an understanding of your customer, you can increase your ability to grow revenue, significantly reduce cost, radically boost customer loyalty and engagement, tighten controls – and increase your competitive strength.

The Panel of Global Experts

Meet and discuss with our world-renowned team of Customer Experience Management innovators includingā€¦ Doug Bell, James Dodkins, Mitch Belsley and Steve Towers will share proven strategies, tactics and tips to help position your customer ā€˜front and centerā€™ – while addressing your real-world challenges of limited resources and competing priorities.

I very much hope you can join me and my colleagues!
Here is the registration link

All the Very Best!
Steve


Your team in Colorado

  • Doug Bell, CEO The Experience Manager
  • Steve Towers, Chief Evangelist, BPG
  • Mitch Belsley, CEO The Experience Manager

P.S. I suggest you follow The Experience Manager on LinkedIn and stay up-to-date on how to radically improve your customer and employee experiences. We focus the ā€˜next practicesā€™ of the worldā€™s leading CX companies that will help your organization do a better job designing, developing and delivering great customer and employee experiences.

Transforming Customer Experience FREE Webinar

A STRUCTURED step by step GUIDE to understanding and acting on REAL Customer Needs.Ā This webinar features the rarest alchemy of converting customer experiences into precious metal.

Steve Towers walks you through a case-study in the creation of two pivotal tools, the Outside-In Strategic Matrix (OISM) and the Successful Customer Outcome Canvas (SCOC).

ReviewĀ the content:Ā FREE Webinar:

Ā 

Developing a consensus and subsequent action plan is key to success. Watch how one airline deliversĀ Successful Customer Outcomes.Ā 

Sign-up for this FREE Webinar:

The CX Secrets to be Revealed include

SECRET #1: HOW TO REFRAME
any process and CX to a customer-centric model
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How to use a powerful template that gets full collaboration

How to create an agreed understanding of the REAL CX within 2-3 hours

Ā 

SECRET #2: HOW TO IDENTIFY and AGREE the real customer needs (even when they don’t know them!)
Ā 
How to quickly focus on REAL needs and create an agreed framework to share with everyone involved with the CX and linked processes

Ā 

SECRET #3: HOW TO ACTION a clearly defined SMART set of metrics that guide your work
Ā 
How to create a definitive set of METRICS that align everything you do to quickly deliver and sustain Successful Customer Outcomes

Ā 

Sign-up for this FREE Webinar:

And then… Ā  Ā  Ā  When you have the SECRETS I will then introduce you to the Accredited Customer Experience Masters (ACXM) program. TheĀ global certified qualification in 116 countries!

https://cemnext.com/cxlm-template-workthru-webinar

The Ten Commandments of Customer Experience (updated)

It is good to have a guide in life. Many of us share political creeds, religious beliefs and codes of honor to guide our decision making.
Wouldnā€™t it be crazy good to have the same for the doctrine of Customer Experience?
When I co-authored the best selling book ā€œCEM Success without Exceptionā€ back in 2006 Customer Experience Management was in its infancy.

Now thirteen years later we have the accumulated wisdom of the giants of Customer Experience Management, proof that focus on Successful Customer Outcomes, Outside-In and working backwards are fundamental to becoming a winning organization.

It is with these thoughts in mind and the worthy experience of many that I set pen to paper to craft these tenets as guidelines for all of us seeking to maximise our deployment of Customer Experience Management.

1. Customers are first, front and center for everything.

Understanding that all the work an organization undertakes ultimately stems from a customer interaction is key. Work to engineer every experience to the optimum.

2. Listen to the questions customers ask you.

Resist the subjective ‘voice of customer’ surveys (they are biased and unrepresentative) and focus on understanding and articulating needs – the Needs of the Customer.

3. Stop selling and let people buy.

Customers are now prosumers and most know what they want and how to get it. You will not win them if you force sell; in fact, you will make enemies of them.

4. Map the Complete Experience.

Connecting the dots across every interaction, inside and out, to ensure everything is aligned

This is both the stuff the customer sees (the customer journey and the brand promise) and the work that takes place across the rest of the organization to support all interactions. Combine those the Employee Experience and the Customer Experience you are nearing the Complete Experience; these are not separate things but should be viewed through the same lens.

The CEMMethod.com can help you in seeing the Complete Experience. 

See also 6 step ‘Duck Theory’ videos: http://bit.ly/DuckTheoryJames

5. Create your brand and be the brand you create.

Customers develop trust when you say whatā€™ll you do, and then do what you say. Conversely, do not project yourself as something you are not.

6. Be consistent and truthful across all your channels.

Customers will interact in ways and times that suit them, so ensure you keep a coherent message across all experiences.

7. Act on People liking people.

Do not hide behind automation, whether that is voice systems, web interactions or even text messaging. The most intimate relationships are formed with people, not computers.

Keep in front of the song.

8. Creating memorable experiences requires anticipation and coordination.

Fix problems before they happen, and when problems do arise (they will) pull out the stops to put things right.

9. Design every customer experience for the category of customer.

You should never ever treat all customers in the same way. Personalization and direct communication are proven winners in an era of standardization.

10. Employees are your first customers.

Happy Employees Create Happy Customers who come back for more, thus pleasing shareholders

If they ain’t happy your paying customers wonā€™t be either. Treat your people well and let them know they are the most critical part of the brand and the complete customer experience.

ā€‹”Let’s not beat around the bush… Customer experience is the new battleground. 
At The Experience Manager,  BP Group, and Rockstar.cx 
we know the art of this new war. 
We have the tools, the technology and the strategies to remorselessly create victories for our clients as we build a more customer-centric world, one experience and one enterprise at a time”.

Steve Towers


Join us for Complete Experience Management with coaching, training, consultancy and Certification at www.bpgroup.org 

Upcoming Open classes:
Johannesburg: https://joburgacxsep2019.eventbrite.com
Denver: https://denveracxcppm2019.eventbrite.com
Dubai: https://dubaiacxm_2019.eventbrite.com
Los Angeles: https://acxm_losangeles_2019.eventbrite.com
Washington DC: https://championsindc.eventbrite.com

CX Ecosystem:

https://www.theexperiencemanager.com

Fantastic keynotes:
https://www.rockstar.cx


6 Ways to Transform Process and the Customer Experience (at the Same Time)

Steve Towers Keynotes

Where do I start?

I was keynoting a conference in Europe recently, and senior executives in the room were getting the rationale behind moving Outside-In. However, there seemed to be two perplexed groups in the place.

One was what a refer to as the ā€˜traditional process guysā€™, and the other ā€˜the customer is first peopleā€™, and interestingly they both asked the same question ā€œWhere do we start?ā€

My honest and most direct answer is ā€œYou do not have a choice. You have got to start where you are and go from there!ā€ OK, I get what youā€™re thinking, how could they take that away and begin to transform their organizations?

So, I walked them through TWO distinctly different ways to navigate to Outside-In working and practice, depending on your mindset, enterprise history and maturity. For the two categories of customer in the room, the NEEDS are the same, just the way they navigate to achieving them is different.

What are the Results?

From a results perspective, both approaches focus onĀ winning the triple crown, that is Improving Service, Growing Revenues and Reducing Complexity (and hence lowering costs).

ApproachProcess EngineeringCustomer First
FocusProcess is the starting pointStarts with Customer Needs
ScopeReengineering the ProcessesAligning everything to Customer Needs
IntentionBuild out from Process to Department to Division to EnterpriseArticulate Successful Customer Outcomes and Remove the complexity of things that do not contribute to it
BenefitsLocal wins building to business-wide transformationImmediate delivery against Triple Crown benefits
Executive Buy-inSlow burn, however when they see the benefits and ā€˜get itā€™ the support is significantStarts at the strategic level so influences everything the organization does
RecommendationIf your remit is just ā€˜improving processesā€™ this approach will get you their steadily, however, the challenges facing traditional business are seismic so is there time? So, make immediate gains but push hard for more quickly.By demonstrating the value of ā€˜customer firstā€™ in terms of the triple crown the enterprise can align quickly and effectively. Importantly avoid the ā€˜soft and fluffyā€™ sentiments expressed by many in the customer experience world.

How can I Implement?

Back in 2006 the BPG launched the CEMMethodā„¢ and built out an approach, using the 50+ techniques based on global next practice from companies like Virgin, Zara, BMW, Zappos, Apple and Emirates. Since then more than 3,000 companies in 116 countries have become accredited and certified to transform their processes and organizations.

Now in version 11, the choice you make in deployment is based on your ambition and remit within the enterprise.
If you are a leader needing to embrace the digital customer ā€˜Customer Firstā€™ leaps out as the main option. Alternatively, if you are in a traditional process-based business (lean, six sigma, BPM etc.) the more conservative ā€˜process engineeringā€™ approach may be preferred.

You can access the following resources that will help you make an informed choice:

CEMMethodā„¢ – review its potency and pedigree:
www.cemmethod.com

Outside-In The Secret of 21st century companies (free access): http://bit.ly/StevesOIBook

The Accredited Customer Experience Program 2018-19: https://www.bpgroup.org/acxp1819.html

The Certified Process Professional Program: https://www.bpgroup.org/certifiedprocessprofessional.html

I look forward to guiding you to transformation when you are ready!

How much do you need to know to know you know you know enough?

Knowing what you don’t know is a great starting point

>> We start out not knowing what we donā€™t know

>> We then get a bit better and we know what we donā€™t know

>> It gets better, we then know what we know

>> And ultimately, we then donā€™t know what we know

Think about when you were learning to driveā€¦

As kids traveling with Mum and Dad, they drive the car and we get there (eventually)

We then get to teenage and start to drive that same car ā€“ OMG ā€“ the gas pedal, the watching, friggin hell the other road users, the SPEED, the signals!

And then we settle into it, it starts to become second nature, until

We do the Route 66 road trip, enjoy the bars, the people, however we donā€™t remember much but arrived safe and well because there was no blood on the hood!

So what? The CEMMethod feels the same!!

And yes it is a helluva ride, but you will get there. Itā€™s proven.

Join us soon inĀ Denver, Washington DC, London, Dubai, Johannesburg or Melbourne.

Seriously, you gotta know this stuff to know you donā€™t (spooky eh?)