Category: Steve Towers

NEW Customer Experience Coaches

Increasingly enterprises are understanding the need to align everything they do with delivering Successful Customer Outcomes.
Disney refers to this as “True North” alignment.

As the science of delivering True North develops organizations are upskilling their leaders to mentor all employees, from the lunchroom to the boardroom.

In the vanguard of these new professionals are the trainers, coaches and mentors using proven tried and tested approaches from the world leading CX companies such as Zappos, Amazon, Emirates and Zara.

When you are tasked with delivering business change, whether that is through the Customer Experience or Process Transformation using the latest techniques (rather than outdated industrial age) will guide you to immediate success.
All BPG Coaches and mentors are qualified to implement the CEMMethod customised to the industry and challenges you face and with the objective of aligning everything to delivering Successful Customer Outcomes.

You can review some of the latest folks to become licensed to lead these CX and Process Transformations – link with them below and dig deeper.

http://www.bpgroup.org/licensed-coaches.html

Meet the Coaches & Mentors

Coaches licensed to consult, accredit and mentor.
There are 400+ additional coaches (under NDA) operating globally.
Steve Towers | Lizetter Akker | James Dodkins | Kerry Jackson | Morgan Jones | Chris Wix | Samir Asaf | Lyall Shapiro | Laxman Murugappan | Karen Feld | Fahad Altwijry | Kath Milne | Lucy Paddy | Chris Reeve | Meshan Morar | Cristian Matei | Molly Redenbaugh | Randy DeSpain | Susan Parker | Max Kochar | Wille Kraus | Alexandre Nevski | Veronique Roy |

http://www.bpgroup.org/licensed-coaches.html

Upcoming sessions in Johannesburg, Dubai, Washington DC, Denver, Sydney, London, Lake Como (Italy), Montreal, Brussels – see the latest dates and venues

Developing the CX Leaders of tomorrow

We have got to get more scientific about the Customer Experience.

 

The ACXP™ program is designed to introduce, develop and deploy the leading techniques and approaches that connect Customer Experience with immediate and sustained business impact.

Join us in a city near you and transform your approach to Customer Experience with immediate and tangible results.

Using pragmatic hands-on skills-based approach professionals get access to over 60 discrete techniques developed in the world’s leading CX companies.

CEMMethod™

Wrapped within the progressive and structured CEMMethod™ all levels of the organization are engaged to deliver the promise of CX success through delivering the Triple Crown –lowering costs, growing revenues and enhancing service simultaneously.

If your enterprise is demanding results from CX the four-day ACXM™ will get you in the right place double quick.

A city near you…

Dubai, UAE Dubai Masters ACXM 8-11 April 2018
Sydney, Australia Sydney ACXM 28-31 May 2018
Joburg, South Africa Johannesburg ACXM 18-21 June 2018
Dubai, UAE Dubai ACX Champs 1-4 July 2018
Denver, Colorado Denver ACXM 17-20 Sep 2018
Washington DC Washington DC ACXM 9-12 Oct 2-18
Washington DC Washington DC ACX Champs 15-17 Oct 2018
London, England London ACXM 10-13 Dec 2018
Orlando, Florida Orlando ACXM 28-31 Jan 2019

Learn why…

  • Existing CX measurement systems are fundamentally flawed, subjective and misleading
  • Connecting the dots from the customer experience to business impact is not just necessary, but essential for credibility and ongoing CX investment
  • Upskilling to proven tried and tested techniques and the CEMMethod will guide you to immediate results
  • Building an Outside-In dashboard that links everyone to Successful Customer Outcomes encourages the top team and enterprise-wide support

Recent validations…

Thanks very much for an amazing course! You are a fantastic facilitator and I’m truly blessed to have you share your wisdom with us.
Jenny Simpson, Senior Consultant, Business Improvement, National Australia Bank

I’m writing to endorse BP Groups program. It completely changed the way I think about the customer experience and process. 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

Thanks for your time and the fantastic course, delivered in Auckland recently. Looking forward to attending the Masters in June – will see if I can bring some colleagues!!
Neal Ross, Chief Information Officer at Konica Minolta Business

Brilliant Workshop. The speaker was awesome and gave great guidance on matters I am finding in the workplace.
Cindy-Lee Muller, Planning & Roadmap Manager, MTN (Pty) Ltd

The workshop is highly recommended for anyone who wishes to simplify and expedite processes thereby enhancing customer satisfaction. The speaker is immensely knowledgeable and demonstrates vast experience in the subject.
David Mulovhedzi, DPSA (South Africa)

Strategic Changes

I did the Masters two weeks ago and it completely changed my world.
Since then things are going really fast within our organization. The rest of the guys in our executive team are completely sold on the concept.
I am now taking the rest of the staff through some sessions. We plan to work on and optimize 6-10 key processes in the near future.
We are also: 
• Revamping our organization structure to go to the “customer inclusive” model.
• We are going away this weekend to re-think our business plan (which was based on old thinking)
• We are actively considering getting rid of all our titles and silos in the organization and only having “the business we really are in” on the business cards.
• We are completely changing the KPI model to only focus only on and rewarding for an increase in revenue, cost savings, good service and most of all successful customer outcomes.
• We have appointed a staff member to begin talking to clients and to start understanding and managing their expectations.

To be honest I did not think it would happen that quick.
Nachiket Gole, Chief Information Officer – PowerNET Computer Consultants

…you’ve fundamentally changed the way I think about every process.
And inspired me to try Outside-In (OI) in all walks of life.
The first two levels should be included in educational curriculums (yes, even at the junior levels).
If everyone started applying OI, the world would be… where it should be.
Mahesh Mirchandani, CEO at BhumiTech

 

Going behind the ‘green line’ at Disney

Rockstar.cx (James Dodkins) takes us behind the green line at Disney with Disney EVP Lee Cockerell

Join us to find out more of the Outside-In and Customer Centric approaches and techniques at http://www.bpgroup.org/training.html at a session in New York, Washington DC, Denver, London, Dubai, Johannesburg, Sydney in the next 90 days.
See you all there!

The Shocking Truth about Customer Experience

The single biggest piece of advice I give to senior executives setting out on the Customer Experience journey is to STOP.
Yes seriously, the vast majority of CX efforts are completely misaligned.

Customer Experience  Efforts Misaligned

Don’t get me wrong the intentions are good. Unfortunately, it goes something like this:

  1. Top Team are listening and decide they need to get with this customer centricity thinking.
  2. Senior Management makes noises that the customer is THE thing the business must focus on.
  3. The Executive engage the marketing guys to get with it and start pushing the message.
  4. Functional leaders hear the noise and bluster. They start using the language, whilst thinking this is just more fluff and nonsense. They make the right moves for now but keep their heads down, hoever they know this will go the same way as so many other ‘strategic initiatives’.
  5. Fundamentally functional heads carry on working with the out of date reward system that promotes industrial age thinking and practice.
  6. The Executive see the repeating inertia i.e. results not coming through apathy and indifference and decide their business isn’t really an Amazon.
  7. Top Team then reverts to just getting better at what we are doing, then when someone in ‘our industry’ proves it we will follow.
  8. Functional leaders breathe a sigh of relief and invest even more in industrial age systems and training. The illusion of doing something, in this case, is actually worse than doing nothing.
  9. The businesses failure is noted by customers who move to those who do understand and deliver Customer Experience success.
  10. The company becomes another footnote in the history books. Talked about at business schools and picked apart because of the failure to get the new Outside-In customer-centric mindset.

There is a way to optimize the chances of success by Upskilling, using a proven tried and tested approach, and make sure your folks are capable, aligned and rewarded for Successful Customer Outcomes. Have a look at some of the workshops that might help achieve your Customer Centric Objectives.

We are all leaders in Customer Experience!! That must be true Shep Hyken told us so :)

Three minutes of insight to conjure with…

ROCKSTAR CX LIVE – James Dodkins and Shep Hyken talk about the why’s and how’s of amazing customer experience leadership.

Watch the full ROCKSTAR CX episode here: https://www.facebook.com/JDODKINS/vid…

Get in touch with our rockstar guest Shep Hyken!

Website: www.hyken.com
Twitter: https://twitter.com/Hyken

Facebook: https://www.facebook.com/ShepHykenSpe…
LinkedIn: https://www.linkedin.com/in/shephyken/

ACXM Training Orlando 26th March:
for CX improvement consultancy and training, customer-centric culture transformation, the ultimate rockstar team building experience and rockstar keynote speakers.

Get in touch with James:
Email: james@jamesdodkins.com Twitter: https://twitter.com/jdodkins LinkedIn: https://www.linkedin.com/in/jamesdodk…
Facebook: http://bit.ly/jamesdodkinsfb
CX Discussion Facebook Group: http://bit.ly/fbcxgroup
Website: www.jamesdodkins.com

#cx #custexp #rockstarcx #leadership #live #fblive #jamesdodkins #shephyken

FOUR fundamental questions regarding CX and Outside-In?

Interviewed by Rockstar.cx on the theme of Outside-In.
Here a few 2-3 minute chunks- do feel free to download and share, oh and sign-up for Rockstar.cx cos I know there are some excellent interviews coming up, the most recent with ex Zappos evangelist, Jon Wolske.

 

What and
Who is
Outside-In?
What do
Outside-In
companies do
differently?
Where to start
with Outside-In
How to turn a
Failing
project
Outside-In

If you are more patient than me you can review the full Outside-In interview over at https://www.youtube.com/watch?v=kjQsYFVXAKk

Cheers,

PS. Updated the www.stevetowers.com portal – go have a look…

What is & Who is Outside-In? (interview by James Dodkins)

Two-minute bite-sized chunk provides the answer.

 

The 5 most popular Lean Six Sigma Articles

Google tells us that lean thinking and practice has had its heyday. However, the overlay of ‘digital everything’ makes processes more important than ever, so what are the leading Lean Six Sigma articles of the last 12 months?


5th: Why Lean Six Sigma is a necessity in every industry

Intelligence Quality
Intelligence Quality is a Management and Business consulting firm that specializes in Lean and Six Sigma strategies. 

“There is a false notion about Lean Six SIgma wherein it is a waste of money to incorporate the concept in the company, however, one fails to realize that like any other department, Lean Six Sigma is a necessary method that every industry must follow in order to rectify their financial curve.”

Jump to the Full Article here.

4th: 5 Process Improvement Strategy Trends of Future-Ready Firms | AccountingWEB

Dustin Hostetler

Dustin Hostetler is a Lean Six Sigma consultant and shareholder of Boomer Consulting Inc.  As a Lean Six Sigma Master Black Belt with extensive experience working inside a large regional CPA firm, he has taken proven Lean techniques from the manufacturing floor and tailored them to bring groundbreaking value to public accounting firms

 
“The firms that have been comfortable with status quo, quite frankly, are going to be rudely awakened as the intersection of technology and process continues to change the game around them. I can’t help but think of companies like Blockbuster and Kodak that were at one time comfortable with the status quo.”

Jump to the Full Article here.

3rd: The 8 forms of deadly waste in LSS

Scmula.com

As a provider of LSS services and resources Scmula helps people ‘get’ techniques and approaches, tried, tested and proven.

“Lean Six Sigma is one of the most advanced and effective methodologies available for business process improvement and optimization. It is especially adept in battling a wide range of problems and inefficiencies. To help better understand and deal with waste, this approach classifies them into the 8 Forms of Deadly Waste. This classification is important because it makes waste much easier to uncover and then eradicate. It also helps you identify environmental improvement opportunities.”

Jump to the Full Article here.

2nd: The Amazingly Awesome list of LSS books

GoLeanSixSigma (May 2017)

One of the leading providers of training in the space periodically publishes ‘books most read’.

“What’s a good book to read if you want to succeed at process improvement? Is Lean Six Sigma all about manufacturing? Are there any about the service industry? Healthcare? Government?…”

Jump to the Full Article here.

1st: Lean Six Sigma is everywhere

GoLeanSixSigma

This one for March 2017…

“Do you ever walk into a store and know at a glance where to find what you need? Do you notice that seemingly long lines can often move really quickly? Do you find yourself wondering why things don’t go horribly wrong more often? Lean Six Sigma is at work!”

Jump to the Full Article here.

Recent Articles: www.cxobsession.com

Upcoming Events > Denver | Washington DC | London | : www.bpgroup.org

Ciao,
Steve aka CXObsessed

Customers are suffering digital distress – Three proven approaches to ensure you delight and deliver.

1. Design digital experiences around the customer needs, not around your customer mythology
Despite mountains of data customer insight remains an elusive animal. As a direct consequence, digital is frequently applied across existing processes without fully understanding customer pain points and the real Successful Customer Outcome.

Making invalid assumptions can irritate and permanently drive customers away. Take grocery checkout for example where retailers digitize an existing experience based on assumptions of customers wants. The resulting experience may still be fractured, with faulty scanners (they break a lot), long lines, and the more than necessary Associates to provide support for glitches. Not a great customer experience. If, however you develop an understanding of customer needs (even when customers do not know them) you may discover the checkout process is not required at all. Eradicating that process meets customer’s desires in terms of speed, convenience, and simplicity.

Amazons (i) checkout-less retail stores, walk in walk out enabled by scanning your phone on entry, scanning goods as you move around the store, and then scanning your phone on departure with automatic billing, provides just such an experience. In addition to improving the experience, costs are reduced and the customers come back for more and thereby grow revenues. In fact, this triple-crown benefit is a sure fire way of measuring any customer experience transformation.

2. Drive digital initiatives to simplify and improve convenience
Customer Research demonstrates the disconnect between what executives think customers value in digital, compared to working out their needs in a more objective and structured way. A technique such as the Successful Customer Outcome Canvas (SCOC)(ii) provides a step by step approach to articulating actual needs and aligning the experiences to deliver them. The resulting insight in terms of a set of objective measures based on needs allows the organization to question every interaction in the context of ‘does this contribute to the SCO?’ and if not, how do we remove it?


Uber(iii) are a terrific example of ‘one click simple’ with the apps user interface designed around understanding the overall Successful Customer Outcome and then delivering an optimum number of interactions. Providing this digital experience helps meet the customer’s desire to move efficiently, pay digitally, and provide feedback in the moment. Part of that ‘Successful Customer Outcome Canvas’ insight was in removing the anxiety of where is the car and how long do I wait? You can see the car and driver speeding towards you on the app.

3. Categorize your customers by need, rather than segmenting by circumstance.
Dealing with customers as segments (age, income, zip code etc.) misses the vital personalisation that digital excels at. By force fitting customers into standardized processes suited to segments creates friction and fractured experiences. Diagnosing objective needs may, for instance, highlight the digital savviness (or not) of a category of customer, and in doing so allow you to create a bespoke experience. Rather than industrial age segmentation, organizations that adopt Outside-In(iv) categorization meet and evolve customer expectations in an informed way with greater empathy and the resulting trust that “you have my back”.

Are you ready? Ask yourself these questions (be honest and not complacent!)

a. Are digital initiatives aligned to Successful Customer Outcomes with optimized touch points, or are they designed around internal functional considerations?
b. Is your approach to innovation Outside-In and not restricted to departments, internal specialisms, legacy systems, regulations and last century mindsets?
c. Are you tapping in-the-moment real-time analytics to understand what your customers are experiencing as it happens, and then course correcting those experiences as they occur?
d. How are you managing your customer’s digital expectations? Are you keeping them informed of developing digital services?
e. What mechanism are you using to incorporate new digital learnings into the customer experiences? And are those learnings (next practices) gathered from outside of your sector, or are they just industry best practices?

References
i. http://bit.ly/goCX2017
ii. http://bit.ly/SCOC2017
iii. http://bit.ly/Uber2017
iv. http://bit.ly/SteveTowers2017