Category: cx

The Customer Feedback Conspiracy

Did you know- Customer Feedback is one of the worst things you can do? Listen to this emotive keynote from BP Groups Chief Customer Officer, James Dodkins. It is funny and tragic at the same time.

And if this lights your fire go see the other pieces over at http://www.bpgroup.org/bpgwebinars.html

You can connect with James:
e: james.dodkins@bpgroup.org
t: @jdodkins
l: https://www.linkedin.com/in/jamesdodkins

Is CX working for you? If not these resources might help

Neat resources to help with the CX transition stuff…

The CX Lifecycle Template (free) – have you got it yet?

The CX Lifecycle Template WEBINAR (free) – if you have the template you have got to do this!
https://cemnext.com/auto-webinar-registration

CPP Masters DENVER – a couple of places left in two weeks
https://11thdenvermasters.eventbrite.com

CPP Champions DENVER – a weekend special!
https://denver7thchampions.eventbrite.com 

CEM Leaders 3 hour (free) sessions in London – real, in the room, with Steve and James!
http://www.customerexperienceworld.co.uk/cem-leaders.html 

New website to celebrate 24 years of being – new look, new accreditations
http://www.bpgroup.org

Of course, if you have anything to add please let us know!
Ciao,
Steve

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

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

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 – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master or ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html

Customer Gold – Converting any Customer Experience into a Gold mine

Just finished up our webinar Customer Gold – How to convert the Customer Experience into a Gold Mine

Among other things, we revealed how to convert any CX into a source of rapid actionable objectives

Comments coming in from live attendees have been great!

Keep your eyes peeled for the replay tomorrow or the next day!

Some really cool “time-limited” stuff available here if you want Assess to identify massive improvement opportunities, Develop a consensus on where to focus improvement efforts, and Gain the support of the top team and your colleagues for rapid CX improvements.

Check it out ==> https://cemnext.com/auto-webinar-registration




Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

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

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 – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master or ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html

Business Process Management, dead and buried, or just resting?

I am excited to share this interview with BPM Tips recently where I talk about the evolution of BPM and its play with Customer Experience Management.


Interview with Steve Towers – Customer Experience Management and BPM fb.me/4cWCBudd8

As always, I would love to hear back from you with any comments and observations, just click the link  fb.me/4cWCBudd8 and feel free to share your comments.

Warm Regards, 

Eight ways to embrace the Enlightened Customer

“We are trying so hard but achieving so little” this phrase echoes around many organisations who are trying desperately to form and execute a customer centric vision and culture. Why is it proving so hard?

Guest blog: James Dodkins

The first thing we need to understand is that in the 21st century our customers are very different animals. Both you and I as customers have transformed beyond recognition, our changing attitudes and habits make us very difficult to keep up with. Some people have described this phenomenon as the ‘Enlightened Customer’ and it takes an enlightened organisation to deliver outstanding service to this new breed.

The spread of the internet has been the catalyst for this change in customers, we are all connected to each other, we are connected all of the time without exception, we are connected through many different devices and mediums, we are living in an always-on world.

Because customers have been exposed to more of the world… Read the full story (and get access to a FREE hands-on Customer Experience session)….
You can also get a sneak preview here: https://bit.ly/CEMLeaders


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 – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Customer Experience Management (CEM) definition

Honestly, someone has got a grip on this. How can a definition be so difficult to come by? They are either soft, fluffy and meaningless or, try as they might, nothing to actually do with delivering successful customer outcomes. So there you have it, and here is the definitive definition:

Customer Experience Management (CEM or CXM) is a strategic approach used most commonly as a competitive differentiator. It involves aligning every aspect of an organisation towards the delivery of customer needs and successful outcomes no matter how far removed the customer is perceived to be.
This includes:
•          Customer journey – what the customer does, expects and feels.
•          Customer Interactions.
•          Supporting internal process.
•          Associated team and hierarchy structures.
•          Performance metrics.
•          Digital capabilities.
•          Vision, mission & strategy.

Typically companies who engage in Customer Experience Management activities out perform those who do not.

Towers-Dodkins

“We have got to get more scientific about the Customer Experience”

Explore further with us…
www.stevebtowers.com

Six CX Facts that will shake you

The Bottom Line

  • 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect)
  • 60% of consumers have higher expectations for customer service now than they did just one year ago. (Parature)
  • 74% of consumers have spent more due to good customer service (Ebiquity)
  • 67% of consumers cite bad experiences as reason for churn. (Esteban Kolsky)
  • $41 billion is lost by U.S. companies alone each year due to poor customer service. (NewVoiceMedia)
  • Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer. (Temkin Group)

Are you with CX yet? 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 – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
 
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Fantastic Customer Experience will tear you up :)

Thanks to Michelle Greyling of South Africa for drawing my attention to this fantastic 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 – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

3 Must know themes that are emerging around the CX

The Future of Customer Experience

  • In 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2010. (Gartner)
  • By 2017, 50% of consumer product investments will be redirected to customer experience innovations. (Gartner)
  • By 2020, customer experience will overtake price and product as the key brand differentiator. (Walker Information)

Are you with CX yet? 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 – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html