Block Buster Update this week…

Fantastic Testimonial | NEW Webinar | Events Heads Up | New Articles

** Setting up the CX Management Office – NEW Webinar now **
The How to with guidelines and template to create the successful Customer Experience Management Office https://www.cemnext.com/cxmo 

** Upcoming CPP Masters and ACX Masters ** (now in the 25th year!)
Johannesburg | Dubai | Washington | Geneva | Sydney | Brussels
See http://www.bpgroup.org/training.html 

** New ACXP program attracts terrific feedback **We were blown away by this one
(see more recent at: http://www.bpgroup.org/testimonials.html )

“The training was transformative for me personally and also made a huge push in my professional life to define CX Strategy more clearly. 

I would like to thank James Dodkins from BP Group for an amazing learning experience at Accredited Customer Experience Professional Training in Denver. I especially loved his teaching style and CX classroom projects. 

I learned so much. Thank you James! James is a true wealth of knowledge in all areas related to Customer Success, Customer Experience and Customer Centric Process Design.”
Sasha Stewart, Customer Experience Consultant, Logio Solutions LLC

** Recommended Conferences 2017 **

(and yes we are there too!)

Customer Experience Week Australia 2017 – Sydney 23-26 May 2017
http://www.customerexperienceevent.com.au

OPEXweek AUSTRALIA 2017 – Sydney – 25-28 July 2017
http://www.iqpc.com.au

OPEXweek Summer 2017 – San Diego – 21-23 August 2017
https://www.businessperformanceexcellencesummit.com

OPEXweek Global Summit 2018 – Orlando – 22-26 Jan 2018
https://www.opexweek.com

** THREE Articles **

* The 5 Critical Failures of 80% of Customer Experience initiatives
https://www.linkedin.com/pulse/5-critical-failures-80-customer-experience-steve 

** The five crucial things successful CX companies do every day
https://www.linkedin.com/pulse/five-crucial-things-successful-cx-companies-do-every-steve

*** Don’t give the Customers choices? 
https://www.linkedin.com/pulse/dont-give-customers-choices-how-easily-provide-best-steve 

I told you that was a biggy eh? See you the inside soon. Cheers, Steve
http://www.stevebtowers.com | http://www.bpgroup.org

The Customer Feedback CONSPIRACY

Of course, you are asking for customer feedback. Yes?
 
Opps, sorry, that is one of the dumbest things you can do.  Don’t take my word for it – watch this amusing video with James Dodkins keynoting at the recent Lean Six Sigma conference in Iceland.


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

The Ten commandments of Customer Experience

It is good to have a guide in life. Many of us share political creeds, religious beliefs and codes of honour to guide our decision making. Wouldn’t it be crazy good to have the same for the doctrine of Customer Experience? When I co-authored the best selling book “CEM Success without Exception” back in 2006 Customer Experience Management was in its infancy. 

Now twelve years later we have the accumulated wisdom of the giants of CEM, proof that focus on Successful Customer Outcomes, Outside-In and working backwards are fundamental to winning organizations.

It is with these thoughts in mind and the worthy experience of many that I set pen to paper to craft these tenets as guidelines for all of us seeking to maximise our deployment of Complete Experience Management.

1. Customers are first, center and last for everything.

Understanding that all the work an organization undertakes ultimately stems from a customer interaction is key. Work to engineer every experience to the optimum.

2. Listen to the questions customers ask you.

Resist voice of customer surveys (they are biased and unrepresentative) and focus on understanding and articulating needs – the Needs of the Customer.

3. Stop selling and let people buy.

Customers are now prosumers and most know what they want and how to get it. You will not win them if you force sell; in fact, you will make enemies of them.

4. Map the Complete Experience.

This is both the stuff the customer sees (the customer journey and the brand promise) and the work that takes place across the rest of the organization to support all interactions. Combine those the Employee Experience and the Customer Experience you are nearing the Complete Experience; these are not separate things but should be viewed through the same lens.

The CEMMethod.com can help you in seeing the Complete Experience. 


See also 6 step ‘Duck Theory’ videos: http://bit.ly/DuckTheoryJames

5. Create your brand and be the brand you create.

Customers develop trust when you say what’ll you do, and then do what you say. Conversely, do not project yourself as something you are not.

6. Be consistent and truthful across all your channels.

Customers will interact in ways and times that suit them, so ensure you keep a coherent message across all experiences.

7. Act on People liking people.

Do not hide behind automation, whether that is voice systems, web interactions or even text messaging. The most intimate relationships are formed with people, not computers.
Keep in front of the song.

8. Creating memorable experiences requires anticipation and coordination.

Fix problems before they happen, and when problems do arise (they will) pull out the stops to put things right.

9. Design every customer experience for the category of customer.

You should never ever treat all customers in the same way. Personalization and direct communication are proven winners in an era of standardization.

10. Employees are your first customers.

If they ain’t happy your paying customers won’t be either. Treat your people well and let them know they are the most critical part of the brand and the total customer experience.
 
Join us for Complete Experience Management with coaching, training, consultancy and Certification at www.bpgroup.org 
 
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

ACX and CPP Masters Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 270 times, in 67 cities with delegates from 116 countries.

The program, now in its twelfth 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 ACX or CPP-Master and demonstrate your professionalism http://www.bpgroup.org/training.html

How to Meet the challenge of the Digital Customer – Video & FREE Book

Here is a two-minute snap video and a copy of Outside In The Secret, the seminal book that will change the way you think about work forever.

Process and Customer – stevetowers

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

Are you doing wrong things faster?

A common sentiment is ‘Any effort is better than none’. Is that true?
Not so. Getting better at doing things right, rather than doing the right things is at best a distraction from delivering successful customer outcomes, and at worse will threaten the well being of the company. For example Nokia, Sony, Kodak and Blockbuster. 

All these companies ‘invested’ significantly in doing things right, however did not understand the shifting market, lost sight of the successful customer outcome, and in quick turn crashed and burnt.

You may be doing things right, but are you doing the right things?



Join us soon at a session in a city near you…

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

How do you make Customer Experience Management Real?

Customer Experience Management (CEM) has become an established strategic objective for progressive organizations. How can we integrate this Outside-In thinking and practice into our own businesses?

It is customer centricity… but not as we know it.

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 – 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

Careful good stuff follows… Hoshin kanri is Direction Planning = Compass Business Club

When you get down to it why would you pay a $1?
Yep One lousy USD. What is in it for you?


What if I said I had for you the global thought leaders with unique content every month…

http://bit.ly/30daysfor1dollar

Where could you find a complete FREE Lean Six Sigma course underwritten by the BP Group, The Academy of Customer Experience and the British Institute of Quality Management…

How could you meet, talk with and learn from the worlds leading LinkedIn business owner with a club of over 370,000 people…

Why should you be bothered?
http://bit.ly/30daysfor1dollar

Who can deliver all this and terabytes more of DIRECT, USEFUL, IMMEDIATE stuff for ONE USD?

I get it you can’t be hassled to click the link. 

Here’s some of the guys who you will be missing. Now don’t let me tell you this is one NOT TO MISS.
After all you probably have it all anyhow? 


If you too like me appreciate excellent VALUE for goodness sake click the link.
http://bit.ly/30daysfor1dollar
If you don’t like what you see I will pay you 100 times your $1 investment. PROMISE.
Gordon Bennett, it doesn’t get better eh?

Who’s on the INSIDE One dollar away…
http://bit.ly/30daysfor1dollar

http://bit.ly/30daysfor1dollar

Compass Business Club soft launch…. for those in the know

We are very near to the BIG day. Go get a sneak preview and review the goodies, articles, videos, forums, FREE training & exclusive thought leadership from these global Guru’s.

Excited isn’t the word. http://www.compassbusinessclub.com

  • I’m basically a big kid, there’s a part of me that has never grown up. I love to have fun and make people laugh.
  • Steve Towers is a world-renowned thought-leader who has helped hundreds of companies revitalize their management approaches.
  • Seasoned, innovative enterprise business architect who believes the success of an architecture should be measured by the business value it delivers, rather than the models or diagrams it produces.
  • My goal is to enable organizations to transform to the digital age. This requires that organizations be successful at creating processes built for change..
  • Senior leadership expert, demonstrable experience inspiring teams to embrace strategies that aid growth, improve customer relationships and produce high performance benchmarks.
  • Steven Bonacorsi, President at the International Standard for Lean Six Sigma (ISLSS)
    Master Black Belt in Lean Six Sigma Methodology.
  • A proven leader in formulating and delivering solid solutions for the most pressing business challenges organizations face in creating and delivering value to customers and shareholders. Senior Executive consulting services delivering extraordinary outcomes in all client engagements.
  • I am an action biased leader with an ability to execute change at multiple levels of an organization. My experiences range from strategic to operational level in financial, manufacturing and services industries. I enjoy my profession and find problem solving exciting. Below are some of my professional certifications:
  • Twenty five years working in the Technology Services, Consulting, Supply Chain, and Utility industries in South Africa, Europe the USA and Asia comprising:
  • Lawrence D. (Larry) Duckworth is a former Chief Executive Officer, Chief Operating Officer, Chief Financial Officer, Board(s) member, Growth and Liquidity Adviser, Financing Adviser, Boards member, and Adjunct Professor.
  • Proven track record of leading and consulting on many complex projects with diverse teams across different departments and companies. Developed and currently lead an extensive Lean Six Sigma training and mentoring program used across the Sprint enterprise.
  • Pradeep Henry is driven to turn software projects into strategic initiatives. To make this change happen, he brings a strategy-driven Discovery-and-Design method. Previously, as innovator, de facto innovation & change leader, and practice director, Henry played a proven role in the competitive differentiation and storied fast growth of Dun & Bradstreet spinoff Cognizant Technology Solutions.
  • Founder of i-nexus, the leader in cloud-based software for strategy execution. Respected thought leader, adviser and co-architect of the Strategy Execution 2.0 “Business System” that is rapidly becoming the de facto blueprint for how large organizations successfully deploy and execute their strategic objectives.






It is here now.

The Facade of Lean – Manufacturing & Technology conference

John Dyer gives us his perspective on Lean Manufacturing in 2015 from the May conference Industry Week conference


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

Certified Process Professional Masters
(CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 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

How you can drive customer centricity through the power of process


Traditionally, process excellence has focused on improving productivity, efficiency and effectiveness. Methods and approaches have evolved over time to help organisations streamline, remove waste and standardise processes, driving economic success in many countries around the world.

But times have changed. And we must change with them. The rise of digital and changing customer expectations is changing the very nature of business improvement. Organisations must now look for new approaches and strategies which place the customer at the centre of processes, to remain relevant and competitive in a dynamic market.


Ahead of Process Excellence Week Australia 2015, Steve Towers, Lead Coach and Co-Founder of the BP Group (UK) interviewed by the PEX team reviews the biggest factors currently transforming the process excellence landscape and the steps Australian organisations can take to successfully link process to customer outcomes.
What types of new approaches and techniques are changing the way companies approach business improvement?
Steve: We need to ask ourselves the question – what is driving change? And at a fundamental level we are seeing the ascendance of what I like to call the digital native. These are folks who have little patience for assembly line factory thinking with its rigid rules and structures. In fact as customers the digital native demands immediacy and attention.

Swinging back to the original question organisations now need to embrace approaches that meet the high expectations and promiscuity of this digital native. Otherwise they will not survive the decade – witness the demise of companies such as Nokia, Kodak, Blockbuster, and Blackberry. The new approaches and techniques emphasize the customer, front and centre. And I don’t mean in an arbitrary ‘voice of the customer’ way. I mean as a central focus for everything – strategy, operations, technology and process.

The book I wrote in 2010 referred to the overall concept of Outside-In, shifting the way work gets done by understanding needs and aligning everything an organisation does to achieving successful customer outcomes. In the five years since we reviewed the pioneers such as Virgin, Amazon and Zara the customer centric philosophy has become mainstream and accessible to all. So business improvement itself has shifted from getting better at what we do to redefining what it is we do and ensuring the delivery works for the new order.

How might companies go about linking process improvement with their customer centric strategy? What are the benefits?
Steve: Connecting the dots between process and customer is a critical challenge. It is only in the last 10-15 years that people have realised that all work is a result of customer interactions and can, with the appropriate approach, be connected to every single task and activity.

The resulting Process Performance Landscape demonstrates where costs occur, how revenue is created and what levels of performance can be achieved. Once we have that picture we can make informed decisions that touch everything the organisation does. The benefit is completely tangible, something I refer to as winning the triple crown, simultaneously driving out costs, growing revenues and enhancing service.

What types of techniques can be used to achieve cost reductions, revenue improvement and customer satisfaction?
Steve:  It is sometimes thought that cost, revenue and customer satisfaction are mutually exclusive. Not so and in fact they should be approached together. Firstly if we understand the causes of work and its effects (our processes) we can set about either removing the causes by putting in place actions to eliminate them.
Secondly if we cannot manage the causes away we must improve them. A couple of useful techniques in this context, which complement process excellence approaches, are the Outside-In Strategic Matrix and Successful Customer Outcome Model.

Australia appears to be a little behind the rest of the world when it comes to business improvement – what steps do you think we need to take in order to catch up?
Steve:  A lot of the difference comes down to economic cycles. Australia really didn’t feel the severe impact of the last downturn and as such business was pretty much as usual. Other countries witnessed the implosion of long established industries and you either went under with them or reached out for ways, beyond industrial age thinking, to survive and subsequently thrive. Until recently, Australia hasn’t had the same worries so there has been a degree of misplaced complacency. Catching up is going to require great effort and simply put some won’t make it. That will affect not just the high street brands but the careers and future for many. So listen and observe the next practices emerging and make them Australia’s own. The Aussie ability to assimilate and improve at the same time will get you there.

What key trends or factors will drive change in the process excellence arena in the next 12-18 months?
Steve:  A biggy here is the professionalization of process excellence. And then isn’t about belts and titles. It is about equipping our people to live and work with the digital native in all of its forms. We have already discussed the emergence of customer centricity and Outside-In thinking and that is the key. Those folks who can harness that thinking and apply it to their organisations will undoubtedly succeed; at the expense of others still practicing outmoded approaches from the industrial era.

To be blunt the top team demand results like never before. Getting there isn’t about trying harder, it is about working smarter and that involves reframing process excellence to performance excellence. Reaching out beyond the linear production line straightjacket to Outside-In agile structures able to change and evolve rapidly. That is a capability thing and requires folks to get up-skilled as quickly as possible.
  
What is the value of attending Process Excellence Week Australia 2015?
Steve:  At a personal level it is about self improvement. It is about understanding and learning what others are doing so you can take that learning and turn it to your success. At an organisation level it is about the insights of the speakers, vendors and workshop leaders. As a forum to ask the sticky question amongst fellow professionals it is a great place for fast track learning. And on that score the networking opportunity is massive. It is great to know you are not alone in the improvement quest, there are others here to help, share and advise. From my point of view no other conference in the southern hemisphere comes close. Period.

Steve will be further exploring the common ingredients of sustained success and how using the power of process linked with a customer centric strategy can produce a winning and repeatable process excellence formula at Process Excellence Week Australia 2015.
For more information visit www.pexweek.com.au or call +61 2 9229 1000 or email enquire@iqpc.com.au