The Crazy Secret of the Worlds Top Five…

Hey Hey!

I just wanted to reach out, so you don’t miss out on this limited time offer on my new book Outside-In The Secret of the 21st c. leading companies.

You might be thinking, what is Outside-In?

To sum it up, ‘Outside-In The Secret’ reveals the fundamental difference between the top-performing companies and the failing also-rans. It is a massive shift in perspective that revolutionizes work forever.

The insights shared are based on my work and research with companies like BMW, Emirates, Zara, Zappos, and Amazon over the last two decades.

But hey, don’t just hear it from me…

So, I have codified the learning and the ‘Secret’ approaches, tips, tricks, and hacks to make them accessible to all. Initially published in 2010 and it is now wholly updated as Edition 10!

My colleague and BP Group co-founder says this…

Why You Should Read Outside-In The Secret

You may be wondering why you should invest your precious time reading this book. With all the pressures of the current business climate, why will this investment be worthwhile?

I’d like you for a moment to think of ‘high jumping.’ This is a sport that has been pursued actively from the Ancient Greeks in the original Olympics to modern times. And for nearly 3,000 years, people jumped using similar techniques. Then an innovator, Dick Fosbery, thought of a new approach that was incredibly simple and yet at the same time delivered ‘breakthrough performance’ levels enabling him to win the gold medal in the 1968 Olympic high jump bar. He leaped over the bar backward, overturning thousands of years of ‘best practice.’

So I would like you to give yourself permission to consider that you, too, can achieve ‘breakthrough performance’ in your own business endeavors. In this book, ‘Outside-In,’ Steve Towers will introduce you to some remarkable concepts that at first seem simple and obvious, and yet when applied, will allow you to win the gold medal in your own field of business.

John Corr, Director, Alix Partners, London, England.

And Guess What? Do you want something special?

It is FREE for a short period of time…

This is what you need to do RIGHT NOW to get your copy:

http://bit.ly/OI2021now

First go to this website and let him know where to ship it to (you’ll have to pay a tiny shipping fee):

http://bit.ly/OI2021now

Secondyou should probably post on FB, tweet, and let EVERYONE else you know about it ASAP (because this cool book promo will be over soon…).

http://bit.ly/OI2021now

This book will be sold retail in 2021 at $30, but you can get it FREE now.

Just go here to see what you need to do next:

http://bit.ly/OI2021now

But you MUST get your copy of this book now. The last time I made an offer like this, I ran out of books within a week ….

So go get your copy now:

http://bit.ly/OI2021now

To Your Success!

P.S. — this book is the real deal. James Dodkins said that it’s: “the map that will allow you to turn your specialized knowledge, talents, and abilities coupled with this new perspective into a way of working that transforms you and your company! This is one of the shortcuts of the New Stellar Performers.” — and TODAY, you can get it for free, right here:

http://bit.ly/OI2021now

My previous book, Dare! Became an Amazon Number 1 Best Seller in February 2020. This book Outside-In The Secret will also be… get your FREE copy here:
http://bit.ly/OI2021now



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.

Moments of Truth structure

The roles in and around Moments of Truth Management – Guest article, Doug Bell

To turn an organization into a Successful Customer Outcome-producing machine, adopt a simple governance structure that is easy to deploy and operate:

Doug Bell, CEO The Experience Manager, Colorado

The Experience Manager leads the experience team for a specific customer experience. They are the central figure for:

  • Setting the vision for a successful customer outcome (SCO)
  • Measuring and reporting SCO production
  • Identifying the moments of truth

Moment of Truth Managers lead the design of specific moments of truth.
They are the central figures for:

  • Setting the vision for a Successful Moment of Truth outcome (SMOTO)
  • Measuring and reporting SMOTO production
  • Illustrating how to produce the SMOTO

Experience Producers either directly produce moments of truth for customers or support others who do. They are central figures for:

  • Producing SMOTO’s & SCO’s
  • Innovating to help improve outcome production

How to deploy & operate in existing structures

Select a customer and decide who will lead in The Experience Manager role

Create the Moment of Truth Management framework

  • Set a vision for a successful customer outcome.
  • Identify the moments of truth and a successful outcome for each.
  • Define metrics that measure SCO & SMOTO production.
  • Assign a Moment of Truth Manager for each moment of truth

Design each moment of truth

  • Illustrate the organization’s plan for producing each SMOTO.

Innovate

  • Share the MOT framework & designs with all Experience Producers
  • Give the Experience Producers a direct channel for sharing ideas to improve outcome production

Evolve

  • Report SCO & SMOTO production performance
  • Evolve the MOT framework & designs to improve SCO & SMOTO production

Additional Resources

James Dodkins (aka CX Rockstar) Video on Moments of Truth: https://www.linkedin.com/feed/update/urn:li:activity:6543961416389410816

TEM – How to Manage MOTs: www.theexperiencemanager.com 

Moments of Truth 2019: https://www.linkedin.com/pulse/moments-truth-v2019-steve-towers-ceo-cppc-acxc/

Successful Personal Outcomes Relaunches

This hugely popular initiative, Successful Personal Outcomes, now in its third year, is once again available. With half a dozen videos and supporting materials, I walk you through how to model the approaches that have created success for people like Steve Jobs, Richard Branson, Anthony Hopkins and Tony Robbins.

To preview the contents and get onboard click the link (and I will see you on the inside).

Without further hoodoo here is the short intro video… http://www.successfulpersonaloutcomes.com

It is an EIGHT video FIVE-week program with handouts and LIVE closing webinar. These are the techniques we use actively in all our work with global clients. Tried, tested and proven they really do make that difference in whatever work and lives we have.

See you on the inside! http://www.successfulpersonaloutcomes.com

And to your upcoming Success,
Steve

 

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.

Three Steps to Process and Customer Nirvana

Three things to focus on with immediate benefits:
1.     Define a Successful Customer Outcome for the processes you are involved with.
Watch – What is a Successful Customer Outcome (SCO) http://bit.ly/1flfSmm
Watch – Step by step guide to creating a SCO.
2.     Identify all the customer[1] touchpoints (aka Moments of Truth – MOT) in your process
Watch – What is a Moment of Truth (MOT) http://bit.ly/1fxHO8T
3.     Evaluate all the MOT’s and classify them as (a) aligned to the SCO, or (b) not aligned. For the latter identify actions to remove or improve the MOT.
These three easy and quick to do steps will lead to reductions in cost and complexity, improvements to service and delivery, and for revenue generating processes growth in income.


[1]Customer as defined within your SCO map.
Note customers can be
(a) Primary – the ones providing the revenue and paying our salaries. (b) Secondary – those folks interested in our process but not directly involved e.g. Regulators. (c) Internal – other departments/functions or across the value chain partners,