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:
The BPGroup Accredited Customer Experience Masters® (ACXM) Programtakes 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
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.
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)
The critical step in improving customer understanding is to stop asking questions. Instead listen to the customer’s opinions, perceptions and expectations.
Enter a Disney theme park and you will be greeted by courteous cast members (road sweeps, characters, security personnel) who politely listen, understand and act on the questions customers ask.
Using a structured approach cast members guide a dialogue to elicit customers needs, identify actions and develop a plan in less than 30 seconds. In fact, they can articulate customers needs even when customers themselves don’t know them.
So let’s get scientific about the customer experience and scrap those dumb surveys that are subjective, self-selecting and geared to understanding wants.