CX Metrics are being abused and misused… see how the road to hell may be paved with good intentions.
I am happy to invite you to the #VIIICongresoDEC, a reference event in CX in which I will be participating as a keynote speaker.
This year it is about Employee Experience and its relationship with Customer Experience. October 5th. Do not miss it!
It should stand to reason that great Customer Experiences are born with fantastic Employee Engagement. Why is this so often not the case? There are three attitudes that top teams can apply to help their people provide the ultimate experiences – both engineered and free-flowing.
Successful Customer Outcomes
A concept not well understood comes from Apple’s playbook of crafting Successful Customer Outcomes. One of Steve Jobs most famous quotes highlighted a different starting point to craft truly successful customer outcomes. For many leaders, the stark contrast between Industrial Age thinking and Customer Age/’Outside-In’ practice provided a platform to liberate their employees from scripts, tasks, and outputs. The best of these examples shows us all a better way.
How are you currently measuring success? Is it by the number of jobs done, tasks completed, and outputs achieved? If those things represent your major Key Performance Indicators, or the more fashionable Objectives and Key Results then you may need to think again.
Why so? Liberating employees from the shackles of these measures will produce better customer experiences, improved bottom lines, and enhanced shareholder value from the get-go. Creating Results-Oriented Communication (Jim Sinur) is a quantum leap from the industrial era praxis. We will review those next practices and layout a plan to deliver immediate and sustained results.
Here’s a piece on flawed measurement systems: https://www.cxobsession.com/2020/07/27/call-canters-fail/
So please join me on CX day 2021 in Spain and we will demonstrate a better way!
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn
Start here and follow these simple steps:
Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP
Step #2 – Get The Book: Outside-In The Secret *FREE* | https://bit.ly/OI2021now
Step #3 – Get the Software:
Parallel | http://bit.ly/Parallel2021
Step #4 – Connect With The Community:
Step #5 – Keep Pace with Change:
Recent Interview | http://bit.ly/STInnovation
BIG ANNOUNCEMENT! The ACXS™ training and certification program is now available online.
Get instant access to 25 video lessons and become certified as an Accredited Customer Experience Specialist – the first choice certification for CX disrupters.
You will learn how to connect with your customers at a deeper level, understand their expectations, where they came from and how to change them, uncover hidden needs, articulate ‘Successful Customer Outcome’ statements and build ideal experiences that deliver on these things.
Measure the CX6, calculate Return on Experience Investment, implement Proactive Experience Recovery, learn how to redefine CX in your company…and much, much more.
Things are a bit crazy right now, we’re all stuck at home, we’re all looking for ways to make the most of our time, we’re all trying to be as productive as possible – Why not become an Accredited Customer Experience Specialist Online, On-Demand, On Your Terms?
Use code ‘special50’ to get a massive 50% discount, taking lifetime access to the training down to from £860 to only £430!
And if that wasn’t good enough you can spread the payments out over 4 crazy low payments of just £107.50
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
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 including… Doug Bell, James Dodkins, Mitch Belsley and Steve Towers will share proven strategies, tactics and tips to help position your customer ‘front and center’ – 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!
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 ‘next practices’ of the world’s leading CX companies that will help your organization do a better job designing, developing and delivering great customer and employee experiences.
Neat utility that can help with trending Customer Experience topics 🙂 #cx
Guest blog: James Dodkins