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We shouldn’t be asking customers what they want because they will tell us.
Category: SCO
It is a Classic 1-2-3 with Articles, Certification and Conferences
Latest Updates…
** New Articles **
4 Secret Keys to Overcoming FUD – http://bit.ly/FUDsecrets (Video and FREE BOOK)
5 Must follow Customer Experience Blogs – http://bit.ly/5CXBlogs
** Professional & Masters for June **
(20 GLOBAL SESSIONS BEFORE YEAR END)
http://bpgroup.org/book-class.html
Two & Four Day formats
> AUSTRALIA Sydney – 30 MAY – 2 JUNE
> INDIA Pune – 11-14 JUNE
> INDIA Bangalore – 20-23 JUNE
> ENGLAND London – 27-30 JUNE
** Upcoming Conferences**
> AUSTRALIA Sydney – July 26-28 http://bit.ly/PEXAus
> USA San Francisco – Sep 26-28 http://bit.ly/PEXSanF
> NETHERLANDS Amsterdam – Sep 27-29 http://bit.ly/PEXEur
> UAE Dubai (yours truly chairing) – October – TBA
See you on the inside! Steve
In June catch me (if you can) in
Australia, UAE, Ireland, London (around GB Independence Day) and the USA.
Delivering Fast, Accurate, Caring and Easy (FACE) Customer Experience
Here is an acronym that will be genuinely useful in all your relationships.
Brought to us by Customer Experience Guru Joseph Michelli, it asks us to do, rather than to wish.
Have a look at Joseph’s profile (and do connect, he is 100% authentic)
https://www.linkedin.com/in/josephmichelli
So to the practical FACE and an example:
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Brought to us by Customer Experience Guru Joseph Michelli, it asks us to do, rather than to wish.
Have a look at Joseph’s profile (and do connect, he is 100% authentic)
https://www.linkedin.com/in/josephmichelli
So to the practical FACE and an example:
Now the challenge (and it isn’t eating pizza).
How can you make this so in every interaction, personal, and business? You will be a better person because of it.
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.
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
Do you remember when a minute was 60 seconds?
A2ZLogix produced this wonderful analysis of One Internet Minute current trends, namely from 2014-2015
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| A minute just isn’t the same these days |
In every respect growth is apparently exponential. The implications are (without hyperbole) fundamental to businesses aiming to deliver successful outcomes. Come to that who isn’t trying to deliver successful customer outcomes?
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.
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
Icebreaker awesomeness
Join James Dodkins for this quick, effective and fun icebreaker. Easy to do and always creates an enthusiastic buzz as a prelude to any meeting, seminar or training session.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
For more join us…
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.
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
Customer Experience Management takes centre stage
Is Customer Experience Management (CEM) a real thing for your company, or just more fluff and nonsense talked of but not delivered?
Last week I chaired a remarkable one day event in Sydney Australia. The theme “Customer Centricity Innovation Lab” seemed interesting but there was no real indication of the difference we were about to experience.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Last week I chaired a remarkable one day event in Sydney Australia. The theme “Customer Centricity Innovation Lab” seemed interesting but there was no real indication of the difference we were about to experience.
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| Hon. Victor Dominello MP Minister for Innovation & Better Regulation |
From the get go the first speaker, The Hon. Victor Michael Dominello MP – Minister for Innovation and Better Regulation for NSW (yes you did read that correct). Innovation and Better Regulation?!
What seems like a paradox and conflict is in fact an essential for better government and rather than Innovation falling foul of all the red tape working the two hand in hand makes sure the regulations become aligned to encouraging customer/citizen success. Victor related a recent story of work in the Northern Territories that delivered precisely the benefits needed. 
What a terrific way to start the Innovation Lab and so refreshing to hear from a politician actually being more busy doing and delivering than promising and debating. We should all be so lucky to have MP’s of this calibre and application!
In a packed day of round-tables and talks seventeen session mentors shared their experiences across all industry sectors. One theme rules them all – the customer and our organisations ability to align to Successful Customer Outcomes.
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| Dirk Dalichau, Chief Operating Officer, Ovolo Group |
The business keynote was an incredible insight into the changing world of hospitality from Dirk Dalichau, Chief Operating Officer, Ovolo Group (Hong Kong).
If you have stayed at a hotel for leisure or business you would love this presentation. Dirk focused on those Moments of Truth everyone experiences in a hotel and how Ovolo, by taking the Outside-In perspective innovated their offering to something quite exceptional.
By way of example Dirk walked us through the customer experience and the impact of people recruitment – how about a party as the main piece of your recruitment interview?
I have just booked my next stay in Sydney – guess where? 1888 Hotel, Darling Harbour to sample Ovolo Groups Australia offering. Watch this space for my report.
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.
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
Is imitation the most sincere form of flattery?
Mahmoud Elsisi, CPP Master at Red Crescent, wins this months ‘spot of imitation’ with an article published by McKinsey.
And you know we are so proud when someone outlines the approach, so have a look at and tell us what you think..http://www.mckinsey.com/insights/business_technology/accelerating_the_digitization_of_business_processes
Successful Personal Outcomes program launches !!!
If you haven’t seen the hullaballoo about the new program where have you been?
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Without further hoodoo here is the short intro video… http://www.successfulpersonaloutcomes.com
It is a EIGHT video FIVE week program with handouts and LIVE closing webinar. These are the techniques we use actively in all our work with global clients. Tried, tested and proven they really do make that difference in whatever work and lives we have.
See you on the inside! http://www.successfulpersonaloutcomes.com
Steve
Join us also for a face to face 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.
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
Customer Experience Management – it is all about the customer stupid!
Customer Experience Management is defined as the total effort that goes into creating successful customer outcomes. This includes customer interactions and the conscious experience the customer ‘sees’ PLUS all the stuff that goes on behind the scenes, the IT, the people, the internal processes and the rules that connect the dots through to customer success.
For example a visit to a Cirque de Soleil in Las Vegas is a wonderful experience. The artists, the lights, the music and the emotion. However that is only half the story. The complete experience is delivered through the hard work behind the scenes, the production process, the electronics, the costumes, the training, the marketing, accounting and so on. Both what the customer sees and what creates the experience is the complete customer experience.
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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) ProgramAn 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
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Amazon – I love you but you gotta stop this quick!
Amazon are iconic. They set the bar very high with radical new ways of delivering successful customer outcomes, whether it is Prime, Prime Instant (deliveries in 2 hours) or the Dash buttons. Quite exceptional but at what cost?
I buy stuff every week, and once a month order ‘magic paper’, usually 10 rolls at a time. For the last three months I have also received a mountain of cardboard, plastic fuller and some very tired drivers. Why?
Something has gone very wrong at the Scotland Amazon depot who see fit to send every order separately packaged.
Let me walk you through the waste tip that has become our hall…
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| Item ordered – one legamaster roll x 10 |
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| Delivery as it arrived |
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| And then all the resulting open boxes |
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| With finally the pile of trash for the disposal |
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| Legamaster rolls packed nicely in original packaging (ten rolls) |
Now unpacking and bursting all that fancy bubble wrap took 40 minutes of mess. Please please Mr. Bezos I do not know what is happening at the Scottish distribution centre but please get it fixed quick – otherwise you will have the world and his brother of environmentalists screaming wasteful capitalists! And you and your loyal customers do not need that.
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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 Emirates success Certified Process Professional Masters Champions (CPP-Master) ProgramAn 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
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