Customer Experience & Process Improvement transformation

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Customer Experience Training, Accreditation and Certification https://www.bpgroup.org/training.html

The #CX and #CPP program for the next six months has just gone live! We are across USA, Europe, South Africa, Australia and the Middle East. If you are looking to upskill and achieve international recognition then review the new program. Is it great? Well don’t just take our word for it, watch this testimonial and review the others at
https://www.bpgroup.org/training.html

We hope to see you soon!

The ‘open’ program for the next six months operates in Johannesburg, Melbourne, Washington DC, Denver, London, Dubai, Orlando, Los Angeles, and more…

SIX proven steps to introduce the CX Management Office

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Companies wishing to build customer loyalty in the midst of a world being digitally transformed need to introduce the Customer Experience Management Office.

Existing approaches such as Program Management Offices do not address the need of the organization to become customer-centric. According to the Project Management Institutes definition “PMO’s serve as a means to standardize project-related governance processes and facilitate sharing of resources and tools. Others serve as centers of excellence, and still, others align project and program work to corporate strategy across an enterprise.”

1. Evolving from a Program Management Office (PMO) to a Customer Experience Management Office (CXMO).


You may be doing things right, but are you doing the right things?

There is a requirement to call out the need for Customer Centricity in literally everything the enterprise does.

Recently I was working with a global retailer who claimed that they managed Customer Experience via the projects orchestrated by the PMO, so I asked for their measures of success within the PMO.

Interestingly the primary metrics focused on three things – coming in on time, to the budget and achieving agreed project deliverables. So, digging deeper revealed the ‘deliverables’ were mostly aligned with functional objectives and only 15% of those talked to the challenge of becoming customer centric.  Even more so – less than 10% talked about joined-up thinking across the silos on behalf of better customer experiences.

Therefore, evolving the PMO to a CXMO is required to centralise the enterprise-wide approach to ensure a consistent and strategic effort.

Find out more and register for the CXMO webinar > JOIN HERE <

Connecting everyone to Successful Customer Outcomes

2. The CXMO is not another functional forever specialism

This isn’t another excuse for empire building. The strategic CX justification revolves around enhanced/redefined Customer Experiences that deliver improved service, lower costs and higher revenues (referred to as the ‘triple crown’) initially from the enterprise-wide consolidation of customer-centric effort, then through systematically aligning everything to contribute to Successful Customer Outcomes.

Hence the CXMO usually has a limited lifespan of 3-4 years as once the discipline is established and everyone is aligned to Successful Customer Outcomes the resources can be devolved back into the business.

In summary, establishing a CXMO is a systematic and strategic initiative.

Co-ordinating everyone, from the boardroom to the tea room, is essential to ensure the shift from the industrial age to the customer centricity age delivers practically and immediately.

Find out more and register for the CXMO webinar > JOIN HERE <

3. Harnessing the disparate CX efforts requires a CXMO.

The majority of people can agree on the valuable benefits of becoming customer centric (triple crown etc.) however departments and divisions will need to be aligned.

For example, the IT systems underpinning current operations were never designed with customer centricity in mind. Their purpose was to automate tasks and activities associated with functional activities such as Accounting, Sales, Customer Call Centers and so on. Sometimes there are efforts to integrate data across these silos but even enterprise-wide systems still have a focus on outputs, rather than delivering well-crafted Outcomes.

Hence migrating the critical to mission systems requires a strategic, top-down driven effort, so that changes are planned, consistent and co-ordinated against customer experience priorities for every part of the organization.

Find out more and register for the CXMO webinar > JOIN HERE <

  1. Reward structures

    A significant challenge impacts the Rewards and Remuneration structures. In industrial Age, thinking employees are rewarded for doing things, and not necessarily in delivering results.

    A simple way to test this hypothesis is to look at the metrics that drive business performance and see whether there are a majority of the measures targeted at counting outputs, rather than customer outcomes. Typical call centres, for example, will be measuring things like Number of Calls, Average Handle Time, Abandon rates and so on. How many of these does the customer actually care about?

    Progressive Customer Centric companies shift the emphasis to measuring the Customer Outcome desired. This fundamental shift in the metrics requires that employees are rewarded for delivering results, rather than completing tasks, and therefore a strategic enterprise-wide rethink to ensure all the dots and connected.

Find out more and register for the CXMO webinar > JOIN HERE <

  1. Walking the Talk by the top team requires an enabled CXMO.

    In the example of the Call Center, what is in a name? A lot it would seem. Imagine renaming the Call Center to a Customer Experience Center… Naturally, measures of success should shift to emphasizing the actual customer experience rather than just processing calls as in a production line.

    The top team needs to take ownership of the challenge as all too often they can be heard talking about how important the customer is, how we should be customer focussed, how much the customer matters to us while at the same time reminding the Call Center people that Average Handle Time (AHT) is king.

    If you work in an environment which prioritizes AHT as a leading measure of success your concern about delivering a Successful Customer Outcome becomes secondary. So, it isn’t just about talking the talk, it is about the top team actioning a customer-centric vision supported by creating the right Attitudes, Behaviours and Culture.

    Find out more and register for the CXMO webinar >JOIN HERE<

 

  1. Where to Start?

This really isn’t a choice. You have to start where you are now, move quickly and begin to harvest the benefits of customer-centric operations. An early objective is to examine the deliverables for all current projects and ask the question ‘how will achieving this contribute to improving the customer experience?’.

 

You will meet resistance from some folks who say ‘this project has nothing to do with the customer… it is an IT systems change, a change to internal processes, a new accounting approach etc.’ Your response is the natural ‘everything should contribute to Successful Customer Outcomes, and if we are doing things that don’t they should be stopped’.

Connect the dots to every customer interaction

The principle here is one of connecting the dots through to every customer interaction, which leads to another objective; identifying the critical customer experiences and mapping those in the context of their linkages with internal processes, rules and digital dependencies. This will then produce a prioritised list of targets for improvement.

 

There is no doubt some heavy lifting involved, not least of which is planning the migration from current state PMO to future state CXMO. There are many objectives to consider and your overall approach should be determined by the maturity of your organization.

To review the options join us in the webinar walking through recent CXMO case studies and emerging ‘next practices’.

Find out more and register for the CXMO webinar > JOIN HERE <

 

 

 

 

Successful Personal Outcomes Relaunches

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This hugely popular initiative, Successful Personal Outcomes, now in its third year, is once again available. With half a dozen videos and supporting materials, I walk you through how to model the approaches that have created success for people like Steve Jobs, Richard Branson, Anthony Hopkins and Tony Robbins.

To preview the contents and get onboard click the link (and I will see you on the inside).

Without further hoodoo here is the short intro video… http://www.successfulpersonaloutcomes.com

It is an 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

And to your upcoming Success,
Steve

 

Elevate Your CX Professionalism! 7 great ideas…

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The CX Professionals Online Profile Playbook

7 secrets to Elevate your CX Professionalism

What You’re Going to Learn:

Click on any Chapter to jump to the Playbook

Chapter 1: Why this Playbook was Created and Who Wrote it.
Chapter 2: Your Digital Stack: What kind of Online Profiling should CX Professionals invest their time in (and in what order)?
Chapter 3: Your Website/Blog and What it Should Do.
Chapter 4: Your Linkedin Page and Why it’s Extremely Important
Chapter 5: Using a “Newsletter” to Get More ‘Links’ from Noteworthy People
Chapter 6: How to Show up in CX Searches Ahead of Others
Chapter 7: How to get someone to help with your Career Aspirations

Here’s a flavour of the book…

Chapter 1:
Why This Playbook was Created and Who Wrote it.

Before we dive in, I want to say how excited that I am that you’re reading this playbook. Creating this was a labor of love and I hope it helps you to grow your profile in the same way I’ve been able to help so many of my clients.

My name is Steve Towers and I am a CEO, Accredited CX Champion and Certified Process Professional Champion who got into Digital Profiling because I needed a way to grow my presence when traditional means of promotion started to lose their effectiveness for me.
Over the last few years, I have made it my mission to become an expert in helping individuals and businesses transform to customer-centric operations. To do that means understanding, enhancing and presenting yourself as your own personal brand. I’ve spent countless hours learning about and testing just about every online profiling technique under the sun.
All that research and testing led me to what workswhat doesn’t work, and what order you should do everything in to get the biggest bang for your buck.
This “Playbook” will help you understand the techniques that you should be implementing in your professional life and how to be more informed when hiring someone to help you grow further.
This guide isn’t meant to be consumed in one sitting. Bookmark this guide, read it in chunks, and come back anytime to keep learning more.
Let’s get started with a 15,000 foot view of what you should be doing to market your digital profile online and in what order.

Read the other 6 chapters jump to the Playbook

PARTNERSHIP >> CONFERENCE >> $500 UP FOR GRABS!

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http://bit.ly/BPG_PR
Register your interest:
http://www.iqgroup.com.au/customer-experience-management-method-course/

>> CEM Telcoms 2018 <<
Los Angeles, October.
This groundbreaking event features the latest bold discoveries in the realm of CX, including the appearance of our very own James Dodkins as Customer Experience Rockstar.
And yes he is bringing his guitar and will be playing onstage – now that is a conference with a difference.
Steve Towers will also be keynoting on the theme of the Outside-In Strategic Matrix.

Review the event here: https://cemtelecoms.iqpc.com/speakers
Ping me if you want to be there, and we’ll get you a discount:
mailto: steve.towers@bpgroup.org

>>> Competition and Promotion Time! <<
This is how to win $500 by doing something really simple.
Here is my LinkedIn name:
Steve Towers, CEO, ACXC and CPP Champion – https://www.linkedin.com/in/stevetowers/

So how do you get your hands on five hundred bucks?
Simple, put your qualification after your name!
Here is the list:
ACXM – Accredited Customer Experience Master
ACXP – Accredited Customer Experience Professional
ACXC – Accredited Customer Experience Champion
CPPM – Certified Process Professional Master
CPP – Certified Process Professional
CPPC – Certified Process Professional Champion

So change your LinkedIn title, drop me a note on LinkedIn to say you have done it and we will put you in the monthly draw… oh and good luck!!

Ciao for now,
Steve

Bridging the Gap (Industrial Age > Customer Age)

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Outside-In thinking and practice the difference is fundamental however if you haven’t been exposed to such training or working in one of the worlds leading Outside-In companies it would be good to have a short comparison of the key thematic differences.
In the interests of full disclosure, I was an Industrial Engineer qualified as a Lean Master and Six Sigma Master black belt and I see and witness the significant differences every day. Does the implication of the difference mean we should abandon LSS? No, far from it. In fact, integrating the Outside-In perspectives into existing programs is a proven tried and tested way of advancing LSS to the centre stage of winning performance.
Case in point is a North American plastics extrusion company. They had previously been a powerhouse of Six Sigma, grown into and become a Lean ‘Toyota way’ dynamo only to run into the problem of diminishing returns.
Plastic extrusion starts with pallets
Investing just as much in getting better the decreasing returns and eroding margins made it an issue at the top table. In true pragmatic Texan style (their CEO is from Dallas) they embraced Outside-In big time. Over 6-9 months people were upskilled for the Customer Age and then let loose to transform the organization. Not only did they save their bacon they are now a world-leading company. And what do they call their program? OIL – Outside-In Lean. Nice eh?
 So be pragmatic. Look for the bridges from here to there and you can have the best of both worlds.

Table 1: Comparison of some differences between Lean Six Sigma and the CEMMethod.

Element
Lean Six Sigma
Customer Experience Management/Outside-In
Mindset
Industrial Age
Customer Digital Age
Focus
Improve current work
Align to achieve SCO’s
Intent
Process will exist at the end of a review
Processes may be removed
Results
Focused on improving outputs
Focused on delivering Outcomes
Cost reduction
Triple Crown achievement (Cost/Service/Revenue)
Structure
Accepts the functional hierarchy
Proposes the appropriate structure to deliver SCO’s
Techniques
Effect based activity (value/ non-value added – waste identification – SPC etc.)
Causal based activity (what creates the work in the org. then let’s fix the causes)
Intelligent Processes
No mechanism exists to ensure processes are intelligent
Specifically designed to implement and mature intelligent processes
Customer
End to End working e.g. SIPOC
Centric working – the customer is at the heart of everything that happens
Are at the end and the beginning of processes
Are enlightened, Promiscuous, Rebellious, Prosumer, Multi-channel, high expectations
Enterprise objectives
Operational and tactical. Aims to fix process.
Strategic and Operational. Aims to implement a sustainable architecture.
Scope
Process based improvements
Enterprise-wide transformation
Other Customer Age resources to explore:
Outside-In The Secret: www.outsideinthesecret.com
CEMMethod™: www.cemmethod.com
Certified Process Professional: www.certifiedprocessprofessional.com
Training: www.bpgroup.org/training.html
 

CX Rockstar James Dodkins interviews Joseph Michelli – driven to delight?

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Three fundamental building blocks for CX Excellence – Employee Experience

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Three excellent mini videos from best selling author and Rockstar.cx founder James Dodkins that really frame current thinking around #CX and its key component the Employee Experience #EX.

With insights from Shep Hyken, Disney and Zappos go grab a coffee and enjoy a 10-minute break and look through the lens of Customer Experience Excellence.

Customer Trust = Employee Pride

 

Disney EVP, Lee Cockerell

 We are all Leaders

CX Guru, Shep Hyken

No Call Centres at Zappos

Zappos CX Leader, John Wolske

Further resources:

Turning the advice into action: BPG training page
More videos/podcasts on this theme: Rockstar.cx
CX Excellence Coaches: link to coaches

You can see this and more over at www.cxobsession.com

 

 

 

Stop trying to fix the Customer Experience!!

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What significantly differentiates the top dogs in terms of business results? How can Amazon, Zara, Zappos and Emirates consistently outperform their competitors? 

Connecting better

You and I as consumers connect better with those companies who have a focus on delivering Successful Customer Outcomes, however, that doesn’t immediately come about through wishful thinking, re-engineering processes or investing in the latest bright shiny technologies. No, these successful organizations have a different strategy…. And that strategy understands a fundamental truth across every part of the enterprise. Without the employee ‘getting it’ you waste your time banging the drum about improving the Customer Experience and at best you will achieve a Hawthorne effect[1], where results are fleetingly better then reverting back to sometimes even worse than before.

And so, enter stage left the Employee Experience.

Great, got it! We invest in employee’s emotional well-being and we can then deliver great CX. Wrong again. Emotions are an effect created by the circumstances the employee finds themselves in. Imagine a draconian boss, poor lighting and awful colleagues.

Not too much of a surprise that employees will then have low morale, high absence rates, and short tenures before finding something better. Making them feel better by changing the boss, improving work conditions and encouraging teaminess may produce a short-term fleeting benefit however we are soon back to square one. Why is this?

Elegant simplicity

Amazingly the answer to this catch 22 has been there all along. It is so obvious calling it common sense way understates its importance. The elegant simplicity confuses those who believe we should just improve what we already do, or invest heavily in digital, or run team building motivational workshops.

And this isn’t a secret sauce – three simple steps will get you there…

  1. Understand what success looks like for the customer
  2. Create measures of those Needs and Expectations
  3. Align and Reward employees to deliver those Needs and Expectations – without exception

And as if by magic, morale improves, employees become adept at dealing with any situation (without the need to go ‘upstairs’), customers are delighted and results, measured through costs, service and revenue dramatically improve. Sure, you can go measure the emotional employee impact (we are all happier!) but also remember that is a consequence of doing the right things first. And if you have to measure the employee emotions to tell you things aren’t working you are not understanding your customers well enough.

>> Watch Richard Branson, CEO Virgin Group discuss this topic here.

>> Watch Zappos and Disney SVP’s discuss Employee Experience with James Dodkins. Also, access his new book “Put your customers second” – he is offering three free chapters!

>> Join us at an upcoming training to understand and make your own the approaches that work immediately.

 

[1] The Hawthorne Effect: Wikipedia

What does Google know about you?

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Here’s a quick how-to guide to finding out exactly what Google knows.

Protect your data

Half the battle in protecting your information is knowing where it is, how much is out there, who can get access to it, and then take the necessary measures to protect sensitive information about you AND your family, friends and work colleagues.

An interesting irony of the Facebook, Google and Amazon success story is the amount of personal data needed to customize their offerings to your unique customer experience #CX. The less you provide, the more generic your experience.

At the end of the day, it is all a choice about how much you wish to disclose, or not.

Acknowledgement to CNBC.
Access the video here also: http://bit.ly/2GUsl9i