How much do you need to know to know you know you know enough?

Knowing what you don’t know is a great starting point

>> We start out not knowing what we don’t know

>> We then get a bit better and we know what we don’t know

>> It gets better, we then know what we know

>> And ultimately, we then don’t know what we know

Think about when you were learning to drive…

As kids traveling with Mum and Dad, they drive the car and we get there (eventually)

We then get to teenage and start to drive that same car – OMG – the gas pedal, the watching, friggin hell the other road users, the SPEED, the signals!

And then we settle into it, it starts to become second nature, until

We do the Route 66 road trip, enjoy the bars, the people, however we don’t remember much but arrived safe and well because there was no blood on the hood!

So what? The CEMMethod feels the same!!

And yes it is a helluva ride, but you will get there. It’s proven.

Join us soon in Denver, Washington DC, London, Dubai, Johannesburg or Melbourne.

Seriously, you gotta know this stuff to know you don’t (spooky eh?)

Podcast with Roland Naidoo | Live stream – rockstar.cx | Business Awards…

Live broadcast with James Dodkins  Rockstar.cx


This was an interview across the continents
(I am currently in Colorado, James is in England)
https://www.facebook.com/JDODKINS/videos/1425739797553815/

Do get along to the link – James will be hosting CX Rockstars from all over the globe 🙂

Business Leader in South Africa provides his views on Customer Centricity

Roland Naidoo, Senior Executive, Multichoice
Roland Naidoo, Senior Executive, Multichoice

 

Roland Naidoo (ACX Master) is a highly respected senior executive in the global entertainments business. As part of a podcast hosted by Futurology…

https://itunes.apple.com/za/podcast/futurology/id1078860959?mt=2&i=1000397468049

You can reach Roland here to progress the discussion:
https://www.linkedin.com/in/roland-naidoo-b403a029/

Award won by yours truly!

I was deeply honoured by the PEX community at the annual conference in Florida last month and received the Global Community 2018 Award. Needless to say (but I will) this is as much down to you guys and your great transformational work, so I graciously excepted the Award on your behalf. Thank you so much :

See the snapshot here: https://buff.ly/2EEE9Im

Next time we will be reviewing highlights of the upcoming 2018 conferences…

What do you mean when you say ‘Outside-In’?

Outside-In is a regular theme during most of my keynotes, not least this last week here in Florida. A question asked from the floor related to the 30-second elevator test “can you explain to the CEO what this stuff is, why it is different, and how it reframes the work we do?”. I guess I was about to fudge and say this needs more than 30 seconds, and then remembered my two-slide explanation!
So, for those guys looking for a simple explanation, these two slides will do the job. I have put a bit of narrative in there also.

120+ in Florida at the keynote, 16 January 2018

Steve Towers Florida keynote
Florida keynote to top team of major global industrial corporation

The old, industrial-age traditional way of doing business.
We make products (and services). We look for the market to sell them in. We segment customers by circumstance and pitch our products to those segments. We add variations to the products to better fit certain niche segments. We build back-end systems and digital capabilities in this increasingly complex world. We are rigid, functionally oriented and abhor change.

Old Industrial Age thinking model

 

The new Outside-In customer-centric way.
We identify the customers we would like to do business with. We understand their needs (even when they may not know them themselves) and specific Successful Customer Outcomes (SCO’s).
We categorise customers by need. We then create the capability to deliver to these categories the SCO’s (both products, people and digital). Progressively we manage new and existing customer expectations to deliver success without exception. We are agile, innovative and attuned to 21st century needs.
21st century Outside-In business model

Let me know if this works for you.

Ciao, Steve

For the curious, the original slides came from a deck presented as a keynote in Sydney, Australia 3 years ago.
You can access that here:  http://bit.ly/SydneyPEX

Why it is time for the Outside-In Education System Revolution

Is the education system letting your kids down? Are the young folks joining us in the workplace equipped for the Digital Customer Age? Do you suspect ‘education’ is broken?

Watch this amazing video that puts education on trial… thanks to Tanguy Petre, CPP Champion @tpetre0168 for spotting this terrific and scary piece 🙂


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

Accredited CX Professional, Masters & Champions (ACXP, ACXM, ACXC) Program

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

Get Foundations for Customer Centricity with compliments

One from the archives in 2007 before Holacracy became a fashion 😉
Strange to think we didn’t have iphones or even smart phones then.
(That’s my excuse for the vid quality).



If you want a bang up todate version of the latest thinking and practice then we have a special offer – in fact Foundations for Customer Centricity (James Dodkins) is FREE. It is a fun read with terrific testimonials from guys like Seth Godin – get it here: http://bit.ly/cxFoundations




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

Improving your Lot (No not real estate)

Achieving personal success is naturally, one would think, a precursor to delivering amazing results in the business environment. Or so it would seem, however many business approaches and techniques are taught in a vacuum isolated away from the you and me, the individual. So that was what the phenomenally growing www.successfulpersonaloutcomes.com series is all about.

Since it’s launch 3 months ago we have delivered more than 100,000 video downloads and reached into the hearts and minds of so many aspiring folks, who if you like me believe so much business improvement misses that vital ingredient – the you and me. The SPO series addresses head on how to achieve personal success. Get that right and everything else will follow.

So time to pay homage to my inspirators (is that actually a word?) that encouraged my successful career and enable me to share some of those hard won secrets so that you too can achieve extraordinary things and live your life to its full potential.

Pleasingly I am still younger than any and all of these guys…

Richard Bandler

Richard Bandler
The co-founder of NLP and an inspiration over the last five decades.
Author of numerous books and materials that variously help you transform the way you see and experience the world.

He helped me see beyond the limiting hallucinations around our business and personal lives.

John Grinder
John Grinder
The other co-founder of NLP. Worked with Richard Bandler to formulate and explore NLP. The more sober of the two he eventually went his separate way to explore the meanings and structure beyond NLP. 
His fine language structures will help you to reframe the way you describe the world so others can have better life experiences.
 
Steve Andreas & Steve Towers
Steve Andreas
My truest mentor. In fact he helped Bandler and Grinder structure much of their work and his enormous modesty and insights continue to help people see and feel better.
Shunning the limelight of Bandler and Grinder he has been and continues to be a global inspiration to many.
Steve’s softly spoken ways helped me explore those inner resources that we can all discover with a little help.
Charles Faulkner

Charles Faulkner
Brilliant and witty his teachings occasionally run ahead of his students, only to later reveal those ‘ah-ah’ moments that change the world forever.

A gifted speaker and coach he pushes you to ask for more. He helps you to seek the truth beyond your previous limitations and in doing so be a better you.

Wilf Proudfoot

Wilf Proudfoot
Now this guy was a genius. In so many walks of life he redefined our world. He created pirate radio. He launched the world’s first supermarkets. As a Member of Parliament and politician he steered Britain to decimalisation (you need to understand the British to see what an achievement that was!).

He is an unsung hero to many in so many different ways. For me he introduced a new universe of thinking and practice. It was Wilfs inspiration that brought me to Colorado. It was his teachings that opened the door to Customer Centric and Outside-In thinking. He is most likely the reason why I enjoy doing all this stuff.


Virginia Satir
Our paths never crossed however her work around family and child therapies has inspired so many to bring that learning into our everyday lives. Virginia inspired me to become a Medical Hypnotherapist to explore how we can help each other help each other. Her work and writings are still fresh and incisive as a recommended read on the journey to self knowledge on behalf of others.


Conclusion
I would encourage you to explore these folks (Google/Wikipedia etc.) and drawdown just some of their works. At the least it will add color to your life, and if you are receptive will potentially change your universe forever.

God bless you all,
Steve

www.successfulpersonaloutcomes.com – a personal self improvement series.
www.bpgroup.org – a not for profit business club helping businesses transform
www.cemmethod.com – a business methodology inspired by customers and Outside-In thinking
www.stevebtowers.com – that’s me that is 🙂


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

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.

6 Tips for Understanding Customer Needs (with 4 min video and Guide)

Get your hands on SCO’s. What are they? How can they help?

Need a handy Guide (13 pages)?
Download the SCO101 : http://bit.ly/SCO101



Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
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 professionalismhttp://www.bpgroup.org/book-class.html

Customer Experience – do you get it?

Did you miss THE webinar discussion Customer Experience?
Fear not my astute colleague, follow the link(s) below and fill your boots.

Webinar Foundations of Customer Centricity (45 mins)
**New Book** Foundations of Customer Centricity
Not as new Book Outside-In (2010)
http://bit.ly/Outsidein2015
CEMMethod Webinar & Download
http://bit.ly/cem2015
Connect with Steve Towers http://twitter.com/stowers
Connect with James Dodkins http://twitter.com/jdodkins

Visit the site http://www.bpgroup.org


Certified Process Professional Masters (CPP-Master) Program
Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html
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 professionalismhttp://www.bpgroup.org/book-class.html

Understanding Customer Needs

You have to understand the Customer Need and work backwards into the organisation to ensure everything you do aligns to that need.

And that is not about asking customers what they want – you have to understand the need even when the customer doesn’t know it themselves. Until Apple invented the iPhone 3 none of us knew we needed it.


We call this thinking and the resulting actions Outside-In.


Certified Process Professional Masters (CPP-Master) Program
(Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

An internationally recognised 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.www.bpgroup.org/certification-by-city.html