Complexity is an insidious thing. Humans seem unable to keep things simple and will add rules, reporting lines, and complications seemingly for the fun of it. And process people take it to a whole new level.
Why is that so? There is a simple answer, but many people don’t like it, or don’t want to admit it; if you pay people for doing dumb stuff they get really smart at it.
Politicians are especially good at creating fiefdoms and empires, and the ones really clever at that rise above the rest, making the problem progressively worse by in-turn recruiting like minded people.
Now as much as humans have traditionally done this, there is a new kid on the block. And this new kid is defining a whole new way of being, one that is built and operated with the customer at the center of everything.
Don’t get me wrong, it isn’t that people haven’t talked about the customer before, just this time it is very different. The new game is all about customer experience management (CEM).
Here are a few of the meaningful stats that back this up.
According to Gartner, 89% of all businesses will compete on customer experience this year.
Another 89% believe customer experience will be their main differentiator by 2022.
The Temkin Group found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.
84% of companies who claim to be customer-centric are now focusing on the mobile customer experience.97% of global consumers cite customer service as important in their brand choice and loyalty.
CX also influences on-the-spot purchasing, too – as 49% of buyers have made impulse purchases after receiving a more personalized experience.
BPG Research 2021
And for those organizations effectively embracing the customer experience CEM is much more than journey mapping and the surface experience. For the leading companies, CEM is the opportunity to connect everything they do, from the customer interaction, right through to individual task, activity, and systems that support them.
Interestingly this eradicates unnecessary complexity and creates a virtuous circle. You figure out what a successful customer outcome looks like, you align everything you do to achieve it, the customer ‘gets it’ and comes back for more, and you evolve the customer experience to be even better next time.
It is a bit like a fitness regime as you get fitter, you get faster, you become better, and what was once difficult becomes easy.
👑 Those who Get It Win the Triple Crown
Not surprisingly great CEM drives down the cost of delivery, improves service and grows revenue. This triple crown of deliverables becomes the tangible measure of success for Customer Experience Management.
And as if this wasn’t motivation itself to do more CEM the work environment is simplified; we can increasingly reward each other for delivering results and outcomes (doing the right thing), rather than just measuring and rewarding what we do (doing things right).
That is what I mean when we say ‘let’s get more scientific about the customer experience’
Do you want to know more?
Do you want to embrace advanced Customer Centric thinking and become Outside-In?
New course offers Critical Training Organizations Need to Upskill Their Workforce and Gain an Edge in the New Normal
LONDON, England. January 8, 2021 — To accelerate business-critical training in the post-pandemic world and emerging customer-centricity, BPG Professional Education is adding a new timely courses to its 2021 line-up.
“The pandemic provides an ideal moment to embed customer obsession into businesses new operating models, and this will increase organisations’ ability to align everything and everyone to successful business and customer outcomes,” said Steve Towers, Executive Director of BPG Professional Education.
The Certified Outside-In Master® (COIM®) – starts on January 18th for 7 weeks at 3 hours per week –
‘Harness the power of cutting-edge approaches to create compelling new products and achieve game-changing innovation.’
Week #6: Connecting the Dots and Drawing the Lines
Week #7: The New Normal of the Customer Obsessed organization
Over the 7 weeks the COIM program will feature 18 live interactive sessions backed up by tutorials, assignments and 1 on 1 coaching. With new case studies, videos and dedicated WhatsApp and LinkedIn forums.
The COIM program first ran in Spring 2020 and comes complete with Amazon best selling book (from 2020) ‘Dare! Behind The Scenes Of The Best Business Transformation Project In The World,’ and the book ‘Outside-In The Secret’ (published in 2010, now in its 10th edition – fully updated for 2021)
Coach & Guide:
Steve Towers, CEO & Founder BP Group. These expanded offerings complement BPG’s Professional Education with its Accredited Customer Experience and Certified Process Professional courses available to organizations around the globe. For more information or to register, visit: https://cemnext.com/oi2020
ABOUT BPG PROFESSIONAL EDUCATION
For 30 years, BPG Professional Education has provided business professionals worldwide a gateway to renowned BPG research, knowledge and expertise, through advanced professional programs designed specifically for them. Since 1992 more than 120,000 from 124 countries have qualified in programs ranging from Business Process Management, BPR, Customer Experience Management and Outside-In.
In addition to industry-focused, two-day to-seven-week Open Programs, BPG Professional Education offers individuals and teams the opportunity to take online, blended learning courses. Additionally, customized programs (leading to professional qualifications) can be delivered in specific industry sectors such as banking, retail, B2B, D2C, Utilities, Pharmaceutical, etc.
Testimonials from the 2020 sessions include:
Another fantastic learning, personal, and professional development experience with you! Lyall Shapiro, Australia
Thank you, Steve. Very intense but amazing, and already putting it into practice! Edwin De Lange, South Africa
Thank you soooooooo much, Steve.. this achievement means a lot to me & colossal credit goes to you… looking forward to my next training. Amal Shaira, United Arab Emirates
Thank you, Steve Towers, for an awesome Time of masterful learning. I can’t wait to attend your next class! Victoria Weaver, United States
Have you got a North Star metric? It’s one of the essential things for any company looking to innovate and drive growth. If you haven’t created one yet, it is time to seriously figure it out. And today, I will be explaining what a North Star metric is, why it’s essential, and how to come up with one.
The North Star metric is the most critical. It is that Metric that would consistently deliver Successful Customer Outcomes (SCO’s) and drive sustainable growth if you focus on above all else.
For Facebook is ‘daily active users,’ Airbnb is ‘nights booked,’ and for the BP Group, ours is ‘monthly organization upskilling.’
Why is having one important?
Because delivering SCO’s and driving change is a lot of work, and it’s easy to dilute effort and resources on things that don’t move the needle. Additionally, getting distracted with the latest and shiniest new ideas is a common problem. Having a North Star metric keeps everyone in your company focused on the most critical Measure for your company’s success. Chosen wisely, it will connect the dots from the front line to the top team
Creating Your North Star metric
You may already have created it in your Successful Customer Outcome Canvas® (SCOC®). Even if you haven’t yet the steps are straightforward by examining your current key performance indicators and assessing what could be a lead Metric. Examine the metrics in the context of what creates the best outcome, for the business and the customer. It is especially effective when you aggregate the SCOC’s against all your customer categories and bringing out the most significant ones and deciding decide which is the most essential Metric.
Defining that North Star metric can have a considerable impact not only on your immediate customers but on how your company operates overall.
Your North Star metric will be different from other organizations, as is how it’s rolled out and communicated.
Connect the dots, Draw the Lines
Anyone involved in delivering Successful Customer Outcomes and driving growth for your company, from the ‘C’ suite to the marketing team to the operations team and all of your external agencies, should be clear on your North Star metric and their role in driving it forward. If you don’t have one and your success maybe isn’t where it needs to be, perhaps you should consider defining one for your organization.
Set up a time with key stakeholders,
Identify your customer categories,
Agree on the SMART needs,
Choose the most important one, then
Brainstorm what it should be across the entire organization.
It starts with understanding who are your best customers are and why. You will need to cut through all distractions and noise to identify the one metric that will have the most significant and most sustainable impact on your business performance.
It’s a significant process, and sometimes it can be challenging to see the forest for the trees.
It will take a concerted effort, but it is one of the most worthwhile things an organization can do to connect the strategy to execution. Realistically isn’t that desirable for every organization seeking to make winning systematic?
The Guiding Light
The North Star metric becomes the guiding light. It is tangible, objective, and touches everyone and everything. It is a simple concept and as a result everyone can understand it.
You can explore the North Star Alignment approach within the Certified Outside-In Masters® program. Review the short video introduction here: https://cemnext.com/oi2020
I just wanted to reach out, so you don’t miss out on this limited time offer on my new book Outside-In The Secret of the 21st c. leading companies.
You might be thinking, what is Outside-In?
To sum it up, ‘Outside-In The Secret’ reveals the fundamental difference between the top-performing companies and the failing also-rans. It is a massive shift in perspective that revolutionizes work forever.
The insights shared are based on my work and research with companies like BMW, Emirates, Zara, Zappos, and Amazon over the last two decades.
But hey, don’t just hear it from me…
So, I have codified the learning and the ‘Secret’ approaches, tips, tricks, and hacks to make them accessible to all. Initially published in 2010 and it is now wholly updated as Edition 10!
My colleague and BP Group co-founder says this…
Why You Should Read Outside-In The Secret
You may be wondering why you should invest your precious time reading this book. With all the pressures of the current business climate, why will this investment be worthwhile?
I’d like you for a moment to think of ‘high jumping.’ This is a sport that has been pursued actively from the Ancient Greeks in the original Olympics to modern times. And for nearly 3,000 years, people jumped using similar techniques. Then an innovator, Dick Fosbery, thought of a new approach that was incredibly simple and yet at the same time delivered ‘breakthrough performance’ levels enabling him to win the gold medal in the 1968 Olympic high jump bar. He leaped over the bar backward, overturning thousands of years of ‘best practice.’
So I would like you to give yourself permission to consider that you, too, can achieve ‘breakthrough performance’ in your own business endeavors. In this book, ‘Outside-In,’ Steve Towers will introduce you to some remarkable concepts that at first seem simple and obvious, and yet when applied, will allow you to win the gold medal in your own field of business.
John Corr, Director, Alix Partners, London, England.
And Guess What? Do you want something special?
It is FREE for a short period of time…
This is what you need to do RIGHT NOW to get your copy:
P.S. — this book is the real deal. James Dodkins said that it’s: “the map that will allow you to turn your specialized knowledge, talents, and abilities coupled with this new perspective into a way of working that transforms you and your company! This is one of the shortcuts of the New Stellar Performers.” — and TODAY, you can get it for free, right here:
Here are some of
the testimonials that talk about the approaches:
have impacted the lives of many of us in the Business Process Management
community, in a big way in our career journey. Our success can be attributed to
your insights on Outside-In Thinking and Customer Experience, among others. Mashaba Mulaudzi, Manager Process Innovation, South Africa
an amazing journey to Accredited ACX Coach,
this experience has completely transformed how we measure, collaborate,
communicate and innovate with the customer in mind. Keen to guide the next
willing souls on this journey. Durrel Ramrathan, ACX Master Coach
year after CPP training in London just wanted to shoot a note of my continued
gratitude. Hope to remain involved in the CX events and work with you
again..that training was beyond invaluable.
Juliana Coates – Member Services, University of Albany, New York
I’m writing to endorse BPGroups Certified Process Professional Masters program.
It completely changed the way I think about a process.
Steve Towers and the BP Group taught us amazing secret techniques of process improvement. The program provided me with the ability to apply all the learnings immediately after the training. Very effective training with a wealth of knowledge to share. This is a must training for everyone who’s interested in making a process better! Maria T FerreiraAVP – Client Experience Process Improvement at Citi