How to apply the key fundamentals of Customer Experience success

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.

At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood Steve Jobs ‘working backwards’ imperative.

There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now.

A young, fresh-faced Jeff Bezos in 1997

The rest is history. Watch the 2-minute video here.


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:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

THESE ARE THE TOP 3 QUESTIONS CUSTOMER EXPERIENCE LEADERS ASK…

CONSISTENTLY IN THE TOP FIVE, THE ANSWERS MAY GIVE YOU THE INSIDE-TRACK

I am going to do a one-minute Q and A today. Do you know what the toughest questions Customer Experience Leaders Ask?

OK, Here we go.

Find out more: https://bit.ly/GCCACXP

Firstly,

QUESTION 1: Why do so many organizations struggle to become truly customer-centric?

ANSWER: They are using an out-of-date mindset. The thinking is borrowed from the industrial age when optimizing production and throughput was the thing. That way of thinking is about production management, efficiency, effectiveness, and waste elimination. Does that sound familiar? The mindset is not exactly customer focussed.

Next

QUESTION 2: What is (probably) the biggest hurdle to becoming Outside-In and customer-focused?

ANSWER: It is getting passed this industrial age mindset and all the things that come with it. For instance, it is our reward structure. It’s the approach to employee empowerment. Another one is rigid out of date linear processes and systems. I think you get the picture.

Alright, one more concern.

QUESTION 3: If listening to the customer is so important, then what is ‘best practice’ and the emerging next practice?

ANSWER: Often times many companies try to drive forward by only looking in the rear-view mirror. That is by listening to subjective perceptual historic feedback rather than paying attention to every interaction 100% of the time.

The GOOD news is…

In the ACX Masters program, we show you step-by-step how to handle these challenges so you don’t have to Fall into the Bear Pit.

You can get the full scoop and preview here at the BP Group site.

Cheers for now!

There are always more questions than answers 😉 However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative
Join us soon!

Check it out here: The ACX Master – online, in the room, live and interactive

https://bit.ly/GCCACXP


Continue reading “THESE ARE THE TOP 3 QUESTIONS CUSTOMER EXPERIENCE LEADERS ASK…”

THIS 4-DAY course MAY CHANGE THE WAY YOU DO PROCESS FOREVER

WITH YOUR COACH STEVE TOWERS & BECOME A CPP MASTER

Four days to become a Certified Process Professional Master (CPPM) https://bit.ly/CPPM2022

#cppmaster #cpp #pmi #certifiedprocessprofessional #bpgroup

The Certified Process Professional Master (CPP Master) program.

Continue reading “THIS 4-DAY course MAY CHANGE THE WAY YOU DO PROCESS FOREVER”

MULTICHOICE SENIOR EXECUTIVE BECOMES THE WORLD’S FIRST FULLY ACCREDITED OKR COACH

[PRESSRELEASE] DENVER, COLORADO – August 31st, 2022

BP Group, the leader and creator of the CEMMethod® in 2006, announced that Multichoice Group Executive Head of Customer Experience and Operations, Roland D. Naidoo, successfully completed all the requirements to qualify as an Accredited OKR Coach fully.

For the full Press Release, go here OR click the button below.

Roland D. Naidoo, OKR Coach

In addition to this CXObession blog, there is now a ‘shorty’ video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve’s Newest TikTok Videos

Also reach out for further #CX and #XM resources here: ​https://linktr.ee/stevetowers


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:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

How to embrace and apply the key fundamentals of Customer Experience and XM success

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.

In addition to this CXObession blog, there is now a ‘shorty’ video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve’s Newest TikTok Videos

Also reach out for further #CX and #XM resources here: ​https://linktr.ee/stevetowers

At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative.

A young fresh-faced Jeff Bezos


There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now. The rest is history. Watch the 2-minute video here.

Jeff Bezos

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:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

How to understand and apply the key fundamentals of Customer Experience success

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.

At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative.

A young fresh-faced Jeff Bezos


There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now. The rest is history. Watch the 2-minute video here.


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:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

BP Group Signs New Partnership with Skai, Africa

BPG
London, England, Johannesburg & Cape Town, South Africa & Denver, Colorado

FOR IMMEDIATE RELEASE

London, England Oct 16, 2021 /PRNewswire/ — BP GROUP confirms new African Partnership with Skai

As the Customer Experience begins to dominate the attention of global leaders BP Group, leaders in business transformation and outside-in thinking and practice announced today their official partnership with Skai based in South Africa.


Kamani Naidoo, who is the Co-Founder and Managing Director of Skai, has expressed her excitement to have signed this partnership deal with the BP Group and to serve customers/clients in the African continent and globally seeking to grow the Customer Experience discipline, Digitized Transformation levers and Strategic initiatives. Kamani, who is passionate about customer experience, uses the method of customer experience as a forefront by integrating this discipline into AI, Robotic, and Machine learning solutions. With her being a customer experience leader by practice (Africa, UAE, and UK) expresses a deep need to empower and enable individuals and businesses by coaching and mentoring, imparting her skills, knowledge, and experience into understanding and showcasing the value that Customer experience has to offer more so from a strategic point of view and how this discipline contributes valuably intrinsically and extrinsically by probing natural organic behaviors. 

Skai is well known across the African continent, the UAE, and UK, and operates within the private and government sectors with training, and consultancy offerings delivered by a team of globally recognized CX consultants acknowledged as specialists in customer experience and realignment to meet the challenges of the 21st century.

Shaun Naidoo, the Co-Founder, and Accounts Director of Skai expressed that they have decided to partner with the BP Group as global leaders in the Customer Experience and Business Process industry with long-term clients in 132 countries and another 44 partners across all continents. “The potential benefits of the partnership will be our incorporation of the Next Practice approaches,” said Shaun “into medium and large traditional institutions needing to upskill and meet the increasing challenges presented by the shifts brought about by both the pandemic, evolving customer and opportunities of the digital age”. 

The Potential benefits of the partnership will be our incorporation of the Next Practice approaches

Shaun Naidoo, co-founder, Skai

Steve Towers, BP Group CEO, welcomes their newest partners, Skai “Since 1992 we have led the way with the battle-tested proven methods and approaches to help corporations and government institutions realize the benefits of delivering Successful Customer Outcomes” He added “we very much look forward to now supporting Skai in bringing progressive approaches to the African region and beyond by mentoring and coaching businesses, introducing and elevating the unemployed through the methods of design, assisting the CX community within South Africa, Africa, and the UAE. We are pleased to strike this partnership agreement as Skai is active in helping the complete CX community, through a number of associations including the Academy of Customer Experience (ACE), CXSA and the PMI embrace progressive approaches to elevate CX into key strategic and operational roles.” 

James Dodkins, CEO of Rockstar CX and BP Group Senior Partner, added “CX has come so far in the last few years and it is especially refreshing to see such explosive community growth across Africa. With this new exciting partnership, we will assist in growing the professionalism of individuals and organizations alike.”

*************************

Contact:
Steve Towers – steve.towers@bpgroup.org
+44 (0) 7429 518277 | +1 970 368 5454
linkedin.com/in/stevetowers

************************************************

James Dodkins – james.dodkins@bpgroup.org
+44 (0) 7809703073
linkedin.com/in/jamesdodkins

************************************************

Kamani Naidoo – kamani@skai.co.za
+27 (0) 722382745
linkedin.com/in/kamani-naidoo-b0940423/

************************************************

Shaun Naidoo – shaun@skai.co.za
+27 (0) 729322445
linkedin.com/in/shaun-n-4925754a/

************************************************

Are You Sure You Want Faster Horses?

Henry Ford’s Faster Horses

“If I had asked them what they wanted they would have said faster horses” Henry Ford

Busting That Silo Working Mentality

This time we feature a nice short video from the CX Rockstar James Dodkins.

A quick google search on ‘Silo working’ reveals 37.1 Million finds and this is not a new topic. Hammer and Champy were not the first to raise the issue in 1993, but they were early advocates of sweeping away that silo thinking in ‘Reengineering the Corporation’ with their cry of ‘Don’t Automate, Obliterate!’

The Silo Mentality as defined by the Business Dictionary is a mindset present when certain departments or sectors do not wish to share information with others in the same company. This type of mentality will reduce efficiency in the overall operation, reduce morale, and may contribute to the demise of a productive company culture.

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:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

Outputs and Outcomes – what is your Poison?

An output is something you produce; an Outcome is a result of what you produce. “I have answered the customer query” is an output, “I have solved the customer problem” is an outcome. Here’s another… “We have made 10 cars today” is an output, “I have sold 10 cars today” is an outcome. As Steve Jobs said in 1997, “You have to start with the Customer Experience (and their successful outcome) and work backwards.”

Unfortunately, most organizations focus on outputs and correspondingly can get really good at doing dumb things. Think of the call center and the major typical KPI of Average Handle Time (AHT). That is an output measure. But what is the actual Outcome achieved from the customer contact? If your primary focus is the AHT, that’s what will drive the behaviors of the people as a priority over everything else; no matter how much you talk of customer-centricity, if you pay them for great AHT, that is what they will focus on.

A model that we use to help us connect the dots is the Customer Performance Landscape.

It is a fantastic tool for creating the linkages between everyone and everything to ensure we are all aligned to Successful Customers and grow shareholder value. You can experience this in our ACX Master program.

Learn more here: https://bit.ly/ACXM2021


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:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023