Here is an acronym that will be genuinely useful in all your relationships. Brought to us by Customer Experience Guru Joseph Michelli, it asks us to do, rather than to wish. Have a look at Joseph’s profile (and do connect, he is 100% authentic) https://www.linkedin.com/in/josephmichelli So to the practical FACE and an example:
Now the challenge (and it isn’t eating pizza). How can you make this so in every interaction, personal, and business? You will be a better person because of it.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown β simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Customer Experience Management is the trending topic on the top table around the world. And yet so much of the past baggage is being dusted off as customer centricity.
Go beyond that and let’s get more scientific about the customer experience.
Those organizations who get it measure CX success through winning the triple crown, simultaneously reducing costs, growing revenues and improving service. How are you measuring Customer Experience?
Join your fellow professionals in getting more scientific about the Customer Experience.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown β simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
A2ZLogix produced this wonderful analysis of One Internet Minute current trends, namely from 2014-2015
A minute just isn’t the same these days
In every respect growth is apparently exponential. The implications are (without hyperbole) fundamental to businesses aiming to deliver successful outcomes. Come to that who isn’t trying to deliver successful customer outcomes?
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown β simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Join James Dodkins for this quick, effective and fun icebreaker. Easy to do and always creates an enthusiastic buzz as a prelude to any meeting, seminar or training session.
For more join us…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown β simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
The world of Customer Experience is full of hyperbole. What about the measurements, the data that provides the evidence we all feel that the most important thing a business can manage is its customers? Here is a collection of data from many sources. Useful when you are making the case π
You can download this analysis from http://bit.ly/25CustomerStats Do you have any stats from validated sources to share?
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown β simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Is Customer Experience Management (CEM) a real thing for your company, or just more fluff and nonsense talked of but not delivered? Last week I chaired a remarkable one day event in Sydney Australia. The theme “Customer Centricity Innovation Lab” seemed interesting but there was no real indication of the difference we were about to experience.
Hon. Victor Dominello MP Minister for Innovation & Better Regulation
From the get go the first speaker, The Hon. Victor Michael Dominello MP – Minister for Innovation and Better Regulation for NSW (yes you did read that correct). Innovation and Better Regulation?! What seems like a paradox and conflict is in fact an essential for better government and rather than Innovation falling foul of all the red tape working the two hand in hand makes sure the regulations become aligned to encouraging customer/citizen success. Victor related a recent story of work in the Northern Territories that delivered precisely the benefits needed. What a terrific way to start the Innovation Lab and so refreshing to hear from a politician actually being more busy doing and delivering than promising and debating. We should all be so lucky to have MP’s of this calibre and application! In a packed day of round-tables and talks seventeen session mentors shared their experiences across all industry sectors. One theme rules them all – the customer and our organisations ability to align to Successful Customer Outcomes.
Dirk Dalichau, Chief Operating Officer, Ovolo Group
The business keynote was an incredible insight into the changing world of hospitality from Dirk Dalichau, Chief Operating Officer, Ovolo Group (Hong Kong). If you have stayed at a hotel for leisure or business you would love this presentation. Dirk focused on those Moments of Truth everyone experiences in a hotel and how Ovolo, by taking the Outside-In perspective innovated their offering to something quite exceptional. By way of example Dirk walked us through the customer experience and the impact of people recruitment – how about a party as the main piece of your recruitment interview?
I have just booked my next stay in Sydney – guess where? 1888 Hotel, Darling Harbour to sample Ovolo Groups Australia offering. Watch this space for my report.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown β simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Knowledge Lab is hosting their first BIG one day conference (nay Lab) this week in Sydney at the Shangri-La on Tuesday. www.knowledgelab.com.au
With an eclectic mix of senior speakers and attendees this promises to be a significant event. In a varied agenda with talks, case studies, keynote and roundtables the objective is clear – to facilitate and advance a discussion on all things Customer Experience, not just downunder but globally. Speakers from 16 countries covering themes such as
FLIPPING THE OPERATING MODEL TO DELIVER SUPERIOR CUSTOMER EXPERIENCE,
DIGITAL CENTRE OF ENABLEMENT FOR SERVICE INNOVATION,
CUSTOMER CENTRIC LEADERSHIP,
THINKING OUTSIDE-IN β WHAT WORLD-LEADING ORGANISATIONS ARE DOING DIFFERENTLY, WHO βREALLYβ OWNS CUSTOMER EXPERIENCE?
Couple those with a ten plus Streams on the Innovation Lab agenda….
Chairing the event is Dr. Morgan Jones, CPP Champion and Head of Group Productivity, Commonwealth Bank. Going back the events I have seen Dr. Morgan chair this promises to be an humdinger!
Adam Craker, IQ business CEO Opens the Growth event
New report identifies constructive steps for business in South Africa. At IQ businesses annual conference more than 200 partners and customer organisations shared a discussion focusing on the challenges and opportunities for South Africa over the next few years.
Underpinned by excellent research now published at www.growth.co.za delegates welcomed sessions from Allon Raiz – Business Incubator Tzar, Alan Hosking – management thinking guru, Ivor Chipkin – Academic thought leader, Steve Towers – Customer Experience Champion, Adam Craker – CEO IQ business (and host), Bruce Whitfield – TV journalist and personality, Alon Lits – GM Uber South Africa.
Alon Lits, GM of UBER, South Africa
Alon Lits held the delegates attention with the groundbreaking and thrilling story of Uber’s South African adventure over the last two years. Transforming the lives of over 2,000 new drivers and more especially providing a remarkable service to citizens across Johannesburg and Cape Town. As with every innovator and disruptor the road hasn’t always been a smooth one however one by one the road blocks have been shifted and some exciting complementary innovations lie just around the corner.
Inada Club is a great networking location in the heat of Joburg
Adam Craker shared his recent discussions with government and business leaders from across the continent, underlining a conference sentiment that it was time ‘to get on with it’ despite red tape and governments mixed support.
Delegates appreciated the leadership of IQ business and the fantastic venue (Inanda Club) which encouraged networking during the brunch. Allon Raiz was introduced via his recent video and through the use of language born of frustration with government apathy caught everyone’s attention. Interviewed by award winning financial journalist Bruce Whitfield he encouraged action rather than words, and doing rather than saying. As one of Africa’s leading entrepreneurs his call to action rings true for so many. Academic Ivor Chipkin offered a perverse and interesting perspective suggesting that rather than sweeping away regulation and red tape we should instead standardise towards a common approach. It is futile trying to fix the seeming duplication of so many government functions. He also stressed that government is there to do that – govern, and we shouldn’t expect that to be necessarily business friendly. Food for thought there. Changing our perspective is encouraged by Alan Hosking. If we became more Outcome focused then perhaps we can see our way to a more positive future. His talk centred around his research and findings published in his new book, and was a refreshing balance of optimism coupled with suggested approaches. Steve Towers then suggested a pragmatic ‘go back and do it’ call to arms. By creating better Customer Experiences and moving Outside-In growth focused companies consistently win the triple crown – reducing costs, growing revenues and improving service simultaneously. By way of examples BMW, Jaguar Rover, Emirates, Indigo and Apple (of course) were reviewed, finishing with an example of a banks onboarding process, that achieved 90% cost reduction, 70% year on year growth and top ranking for customer service (from 5th). The conference was a quick fire enjoyable meeting of minds with Adam Craker receiving a well deserved delegate pat on the back for the efforts of IQ business to get the theme of Growth front and centre in the quest for South Africa’s future success. You can request the report Activate growth.co.za from info@iqbusiness.net or the website www.iqbusiness.net
Do you want to get in the picture? Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown β simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
Hello again guys, we have had a real busy couple of weeks with several well received articles below. Also the PEX 2016 event has now taken shape.
As usual for the Annual event we have a strong presence (talks, workshops and awards) so hopefully you will get there as well for a terrific networking occasion. See the invite below…
…Customer Experience Management… http://www.successfulcustomeroutcomes.net/2015/09/how-do-you-make-customer-experience.html …Customer Journey Maps… http://www.successfulcustomeroutcomes.net/2015/09/customer-journey-maps-in-cul-de-sac.html …Holacracy β Fad or Freedom… http://www.successfulcustomeroutcomes.net/2015/08/holacracy-fad-or-freedom_30.html …Certified Process Professional Level 5 (CPP Masters)… http://www.successfulcustomeroutcomes.net/2015/08/certified-process-professional-level-5.html …Linking Process with Strategy… http://www.successfulcustomeroutcomes.net/2015/08/how-can-you-link-process-with-strategy.html …PEX Week is back… with one mission to accomplish: To empower visionaries across the globe to lead meaningful business transformations http://www.pexweek.com
Do you want to get in the picture? Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries. The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown β simultaneously reduce costs, grow revenues and enhance service. Producing Immediate and sustainable business results across any industry and sector.
At Virgin it is all about a great customer experience. OutsideIn provides the discipline to turn that thinking into successful business. Paul Sands, Director of Customer Experience, Virgin.
