Category: Process Outside In

👉 Become a Qualified Process Professional (You owe it to Yourself) 👍

November 22-23 for the Certified Process Professional (1 or 2 day options)

Review the details: https://bit.ly/CPProfessional

CERTIFIED PROCESS PROFESSIONAL(CPP) 

VIRTUAL, LIVE AND INTERACTIVE  

ONE OR TWO DAYS @ 5 HOURS PER DAY  

NINE EXERCISES WITH TEMPLATES 

SEVEN CASE STUDY VIDEOS TO REVIEW

OFFLINE  HANDOUTS INCLUDING FTHE BOOK: 
‘OUTSIDE-IN. The Secret of the 21st centuries leading companies’  BONUS Executive Insights Deck ‘Making the Case for Change’

Groundbreaking content
  • Uncover Process and CX opportunities in just hours
  • ​Identify Actions that will improve process efficiency by 30-60% within 30 days of deployment
  • ​Delight your internal and external Customers (making them your strongest advocates) through delivering Successful Customer Outcomes
  • ​Innovate to compete, set the market trend and even dominate your industry
  • ​Release significant costs, improve revenues and enhance service immediately (win the Triple Crown)

WHY YOU SHOULD ATTEND

Process and Customer experience (CX) transformations are huge, complex, and expensive. To deliver robust and sustainable success requires a methodical approach that ensures thousands of people can work together to consistently produce the optimum experiences across the complete customer life-cycle, including partners, employees and digitization. 

REGISTER HERE: https://bit.ly/CPProfessional

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

https://lnkd.in/djWxB8m

👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

👉 Step #2 – Get The Book: Outside-In The Secret *FREE*  https://bit.ly/OI2021now

👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers

👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

The Crazy Secret of the Worlds Top Five…

Hey Hey!

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:

http://bit.ly/OI2021now

First — go to this website and let him know where to ship it to (you’ll have to pay a tiny shipping fee):

http://bit.ly/OI2021now

Second — you should probably post on FB, tweet, and let EVERYONE else you know about it ASAP (because this cool book promo will be over soon…).

http://bit.ly/OI2021now

This book will be sold retail in 2021 at $30, but you can get it FREE now.

Just go here to see what you need to do next:

http://bit.ly/OI2021now

But you MUST get your copy of this book now. The last time I made an offer like this, I ran out of books within a week ….

So go get your copy now:

http://bit.ly/OI2021now

To Your Success!

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:

http://bit.ly/OI2021now

My previous book, Dare! Became an Amazon Number 1 Best Seller in February 2020. This book Outside-In The Secret will also be… get your FREE copy here:
http://bit.ly/OI2021now



Learn the 8 questions that transform your Customer & Employee Experiences forever

FREE webinar from the BP Group
Access this FREE webinar featuring the OUTSIDE-IN STRATEGIC MATRIX (OISM) and the SUCCESSFUL CUSTOMER OUTCOME CANVAS (SCOC)

Access this powerful toolkit with downloadable templates to use immediately.

Keeping it Simple works best

What will they do for me?

Change your perspective to looking at your life and work to the Outside-In (the way guys like Jeff Bezos and Gary Vaynerchuk do). You will probably never think of the world in the same way again.

Signup here now – https://cemnext.com/customergame

Here are some of the testimonials that talk about the approaches:
You 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

What 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

A 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 Ferreira AVP – Client Experience Process Improvement at Citi

Signup here now – https://cemnext.com/customergame

This works way better than any tips or techniques…

Hi – Steve here 🙂

I’m a real sucker for great new tips, techniques, tools, shortcuts, “hacks” and other quick ways of getting better results from our processes and customer experiences.

But the truth is that the big wins don’t come from tips or tricks.

They come from getting the fundamentals right. Again and again.

Fundamentals like really understanding your customers (internal and external) so your products and services are what they need (not just what you think they want).

Fundamentals like having understanding the successful customer outcomes before you ever meet or work with them, so your processes and experiences build credibility and trust quickly.

Fundamentals like follow-up and nurturing your relationships so they are top of the priorities when your customers need to change things.

Fundamentals like being able to  “meet” face to face, on the phone, or via a webinar or web page (and by “meet”, I mean help a customer get the best from their experiences and processes, understand their problems, the potential solutions, and decide how to change things to meet ever-changing needs).

Master the fundamentals and the little tips and tricks will improve your results even further.

Get the fundamentals wrong and all the tips, tricks or clever techniques in the world won’t hurt.

– Steve

PS If you’d like to get my very best training, insights and personal support to help you align your processes and experiences for all your customers (internal and external), why not join me for my new ONLINE training program? Click here for more details.

SEVEN STEPS TO ENSURE YOUR PROCESSES AND CX ARE TIP-TOP FOR 2020

INTRODUCING… the much requested (and anticipated) now available ONLINE Outside-In training.

To compliment our globally successful classroom program (now 118 countries with 100,000+ certified professionals) I am running SIX online live sessions over SIX weeks.

If you are already qualified it is 80% NEW STUFF. If you are not then COME ON DOWN. Early Bird registration now Open.

Download the one-pager here
Early Bird registration now Open.

6 Ways to Transform Process and the Customer Experience (at the Same Time)

Steve Towers Keynotes

Where do I start?

I was keynoting a conference in Europe recently, and senior executives in the room were getting the rationale behind moving Outside-In. However, there seemed to be two perplexed groups in the place.

One was what a refer to as the ‘traditional process guys’, and the other ‘the customer is first people’, and interestingly they both asked the same question “Where do we start?”

My honest and most direct answer is “You do not have a choice. You have got to start where you are and go from there!” OK, I get what you’re thinking, how could they take that away and begin to transform their organizations?

So, I walked them through TWO distinctly different ways to navigate to Outside-In working and practice, depending on your mindset, enterprise history and maturity. For the two categories of customer in the room, the NEEDS are the same, just the way they navigate to achieving them is different.

What are the Results?

From a results perspective, both approaches focus on winning the triple crown, that is Improving Service, Growing Revenues and Reducing Complexity (and hence lowering costs).

ApproachProcess EngineeringCustomer First
FocusProcess is the starting pointStarts with Customer Needs
ScopeReengineering the ProcessesAligning everything to Customer Needs
IntentionBuild out from Process to Department to Division to EnterpriseArticulate Successful Customer Outcomes and Remove the complexity of things that do not contribute to it
BenefitsLocal wins building to business-wide transformationImmediate delivery against Triple Crown benefits
Executive Buy-inSlow burn, however when they see the benefits and ‘get it’ the support is significantStarts at the strategic level so influences everything the organization does
RecommendationIf your remit is just ‘improving processes’ this approach will get you their steadily, however, the challenges facing traditional business are seismic so is there time? So, make immediate gains but push hard for more quickly.By demonstrating the value of ‘customer first’ in terms of the triple crown the enterprise can align quickly and effectively. Importantly avoid the ‘soft and fluffy’ sentiments expressed by many in the customer experience world.

How can I Implement?

Back in 2006 the BPG launched the CEMMethod™ and built out an approach, using the 50+ techniques based on global next practice from companies like Virgin, Zara, BMW, Zappos, Apple and Emirates. Since then more than 3,000 companies in 116 countries have become accredited and certified to transform their processes and organizations.

Now in version 11, the choice you make in deployment is based on your ambition and remit within the enterprise.
If you are a leader needing to embrace the digital customer ‘Customer First’ leaps out as the main option. Alternatively, if you are in a traditional process-based business (lean, six sigma, BPM etc.) the more conservative ‘process engineering’ approach may be preferred.

You can access the following resources that will help you make an informed choice:

CEMMethod™ – review its potency and pedigree:
www.cemmethod.com

Outside-In The Secret of 21st century companies (free access): http://bit.ly/StevesOIBook

The Accredited Customer Experience Program 2018-19: https://www.bpgroup.org/acxp1819.html

The Certified Process Professional Program: https://www.bpgroup.org/certifiedprocessprofessional.html

I look forward to guiding you to transformation when you are ready!

6. Breakpoints – 5 steps to heaven (continued)


Best Practice Tip:
As you name your breakpoints try using the syntax
– do something, to something to get something.
An example might be
“open the email to action the request”

Make sure you follow the instructions we’ve provided in identifying the Break Points in the target area. Getting this right will play a very big part in determining the degree of benefit achieved.

Also, make sure you write them in a descriptive enough way that you can come back a day, a week or a month later and know what each Break Point is…

Enter this information into your template.

Step 3 – Describe your Actions

You are now ready to describe Actions that can be taken to eliminate Break Points. You have the Break Points documented, now what would it take to eliminate some of them from your target area?

For each Action you identify you need to know what the Action is (describe it) and what Break Points it eliminates. Most often Actions will eliminate multiple Break Points.

The number of Actions you identify and describe will depend on many factors. Try and get as many good Actions as you can, doing so will help you create the most beneficial cost reduction plan.

Enter this information into your template.

Step 4 – Do the Cost and Benefit Assessment

What else do we need to know? We need to place our Actions into perspective, which we do by answering three questions:

How Much? How Long? How Beneficial?

“How Much” is the cost (time, expense) of taking the Action? It’s best to judge cost by using the three categories of High, Medium and Low*.

“How Long” should be expressed in days, weeks or possibly months – but never years. Because eliminating causes of work is actually much easier (and less complicated) than fixing effects, most Actions will take 90 days or less*

(*many Actions will take less than 30 days to complete).

“How Beneficial” is the number of Break Points that would be eliminated combined with our judgment of the overall benefit of the Action. It’s also best to judge benefit as High, Medium or Low.

* The use of the High, Medium and Low scale plays an important psychological role in this technique. We really don’t need more detail than this to know which Actions we should take. By choosing to do a more detailed cost/benefit analysis we will create more work and distract ourselves from the goal – which is eliminating costs!

Enter this information into your template.


Step 5 – Build your Cost Reduction Plan

Choosing which Actions are to be taken should be pretty obvious at this point. From the information already gathered we can see which Actions have the most “bang for the buck.” But for the order of the Actions it’s important to create a mix that makes it easy for us to be successful on a regular basis.

Try starting with a “quick win” to get people enthused about the plan. Mix other “quick wins” into the plan to create “breathers.”

Also consider prioritizing an Action that addresses glaring issues – those we all know are “not right.” Doing this communicates your understanding of the people in your organization and your empathy with their concerns.

Number your Actions in the order in which you want them to be taken. Use the same number for Actions that should be taken simultaneously.

Process Outside In – vidblog

The BP Group compiles a bi monthly update of all things process which gets listed on the blog and syndicated all over. The latest can be Process Performance Update. However one of my close colleagues suggested I should produce the update as a travelog, where ever I am, whatever I am doing – just say it! – so here it is. Depending on your point of view it is either an informative light hearted look at process, or eight minutes of relevant pertinent stuff for business professionals. You choose 😉