How much do you need to know to know you know you know enough?

Please follow and like me:
onpost_follow

Knowing what you don’t know is a great starting point

>> We start out not knowing what we don’t know

>> We then get a bit better and we know what we don’t know

>> It gets better, we then know what we know

>> And ultimately, we then don’t know what we know

Think about when you were learning to drive…

As kids traveling with Mum and Dad, they drive the car and we get there (eventually)

We then get to teenage and start to drive that same car – OMG – the gas pedal, the watching, friggin hell the other road users, the SPEED, the signals!

And then we settle into it, it starts to become second nature, until

We do the Route 66 road trip, enjoy the bars, the people, however we don’t remember much but arrived safe and well because there was no blood on the hood!

So what? The CEMMethod feels the same!!

And yes it is a helluva ride, but you will get there. It’s proven.

Join us soon in Denver, Washington DC, London, Dubai, Johannesburg or Melbourne.

Seriously, you gotta know this stuff to know you don’t (spooky eh?)

The 3 Significant Reasons Why You Need The CEMMethod

CEMMethod guides the CX Management Strategy

Do you know the CEMMethod?

Born in 2001. Launched in 2006. Now in version 11.

Holiday Reading – Customer Experience & Process Transformation

Just updated the Articles page which connects to my LinkedIn profile.

It has been a busy 2018 so far – you can access all the new articles (15 in 6 months) covering all the latest themes in and around Customer Experience Process Transformation.

Click on the image to access the individual pieces, however, to whet your appetite three of the most popular articles:

The Customer Experience Management Office – The What and the Why

Three fundamental Building Blocks for CX

The Employee Experience

Everyone Loves Great CX

Additionally, the new book is in draft, “Everyone Loves CX”, and will be published early next year. If you want to join the list and get access to the preview, samples and associated materials register here.

With a dozen new case studies and terrific insights from global leaders, I examine some of the next practices and how you can deploy them with immediate effect in your own world.

 

Rockstar CX

If videos are your thing then do hook up with James Dodkins and the Rockstar CX initiative.

He interviews live on Facebook the leading CX Professionals from across the globe at:
https://www.facebook.com/pg/JDODKINS/videos/

OK, I am off to the beach now. Get that G&T ready, please!

How popular is Customer Experience #CX thinking and practice?

An important question if you are tasked with making Customer Experience  #CX work for your organization.

Let’s contrast and compare current trends!

Twitter – Trends emerge when you monitor hashtags, and the shorthand for Customer Experience #cx is a good starting point. When you contrast #CX with other popular management approaches such as #lean #lss and #bpm is interesting:

hashtags data by hashtagify.me

That puts #CX in the ascendency.

What about #CX with other associated interests?

hashtags data by hashtagify.me

 

Top of the Tweeters for Customer Experience is Colin Shaw @ColinShaw_CX with over 43,400 #CX tweets.
If you follow him you will never be short of material related to Customer Experience as he vacuums the web for interesting articles, in addition to his own contributions.

Jump to the latest on Twitter with https://twitter.com/hashtag/cx

What about LinkedIn?

A recent introduction of hashtags to this platform provides a good insight…
Searching LinkedIn’s Sales Navigator platform with #CX reveals 83.4K members using Customer Experience as part of their profiles (that is 10 times greater than those using #lean).

The demographics
of the 83.4K show a predominance of folks in the US.

  1. United States (25,513)
  2. United Kingdom (5,733)
  3. Australia (5,200)
  4. India (4,622)
  5. Brazil (3,527)
  6. Sydney, Australia (2,639)

If you slice the data into companies expressing their interest in #CX we can see Oracle way ahead.

  1. Oracle (3,783)
  2. Amazon (534)
  3. IBM (437)
  4. Microsoft (433)

Does this reflect a reframing of their products to emphasize Customer Experience as a top table strategic interest?

And What about Google?

Searching #CX reveals 317,000,000 results in 0.8 seconds. That is one helluva a lot of reading. Drilling down with Google Trends, and using the same comparisons with Lean, LSS, BPM and CX produces an interesting contrast with Twitters results. Here we do see a decline in interest with Lean however the interest is still significantly ahead of CX.

We will revist this analysis periodically. Now go away and start researching all those interesting sources!

The Successful Technique You Can Use to Transform Your Customer Experiences and Lower Costs, Improve Service & Grow Revenues simultaneously

Dr W. Edwards Deming’s famous quote “If you can’t describe what you are doing as a process, you don’t know what you’re doing” is truer today than ever in an increasingly customer-centric Outside-In world.

Perhaps we should upgrade the quote to encompass the focus on the customer?

“If you can’t describe what you are doing as relevant to a Successful Customer Outcome, you shouldn’t ought to be doing it”

Progressive Outside-In businesses understand this truth (think Amazon, Starbucks, BMW and Emirates) who are connecting everything they do to delivering these Successful Customer Outcomes. If activities and systems do not explicitly contribute to customer success they scrap them, and in doing so costs fall away, service improves and naturally, revenues grow.

Think about that for a moment from the customers perspective. It is certainly more pleasurable if interactions are simple and smoother. And if these experiences involve buying stuff, customers come back again and again for more. Even in public service, it stands to reason that reducing complexity will release more resources to do more meaningful work that delivers greater value to citizens.

So how would you approach your existing Customer Experiences and associated processes to move in this direction? Is there a formula that can be applied that is easy to use and produces immediate results?

Indeed, there is! We refer to this formula within the CEMMethod™, an approach developed originally in association with companies like Virgin and Southwest Airlines. The method, originally released in 2006, is now in version 11 and includes 50+ techniques that significantly improve business performance and customer success.

One of these techniques within the CEMMethod™ is referred to as the ‘Disruption Factor’ and quite simply allows you to calculate the potential for improvement in any Customer Experience. Additionally, it helps you pinpoint the areas that would benefit from immediate attention, and in doing so win the triple crown (lower costs, improved service, higher revenues).

If you want to know more about applying the Disruption Factor in your organization join us at the upcoming webinar register your interest here.

I will see you on the inside!

Additional Resources:

>> Disruption Factor Webinar –https://events.genndi.com/channel/BPGDisruptionFactor

>> Certified & Accredited CX Training
www.bpgroup.org/training

> More about me and the companies doing this stuff
www.stevetowers.com

> Rockstar CX with James Dodkins
http://www.rockstar.cx/podcast.html

> CEMMethod™
www.cemmethod.com

Recent Blogs | Schedule for end of 2018 | Announcement of the winner of the Draw

It might be Summer here in the northern hemisphere, however, we are busier than ever!
#CX #ACXM #CPP

>> UPCOMING ACX AND CPP MASTERS SESSIONS <<
(they fill quick so book quick!) <<
https://www.bpgroup.org/training.html

CPPM Johannesburg July 16-19
https://johannesburg_cppm.eventbrite.com

ACXM Johannesburg August 20-23
https://acxm_johannesburg.eventbrite.com

CPPM Melbourne August 27-30
https://cpp_melbourne_aug.eventbrite.com

ACXM Melbourne September 3-6
https://acxm_melbourne_sep.eventbrite.com

ACXM Denver September 24-27
https://denveracxm.eventbrite.com

ACXM Washington DC October 22-25
https://washingtondc_acxm.eventbrite.com

ACXM Johannesburg October 22-25
https://acxm_johannesurg_oct2018.eventbrite.com

ACXM Dubai October 28-31
https://dubaiacxm_oct2018.eventbrite.com

ACXM London December 10-13
https://londonacxm.eventbrite.com

https://www.bpgroup.org/acxp1819.html

>> RECENT BLOG POSTS <<
https://www.cxobsession.com

> One Day CX Transformation in Denver
> Customer Experience & Process Improvement transformation
> SIX proven steps to introduce the CX Management Office
> Successful Personal Outcomes Relaunches

>> BPG PRIZE DRAW For JULY <<

The winner for this month is (drum roll)
** Craig Burtenshaw ACXM® **
from Australia who will now receive the USD 500

https://www.linkedin.com/in/craigburtenshaw/

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!!

Next month we are featuring some of the recent Rockstar CX interviews from James Dodkins

See you very soon!
Cheers,
Steve Towers, CEO, ACXC and CPP Champion

One Day CX Transformation in Denver

The 10th Accredited Customer Experience Professional returns to Denver on Monday, September 24th.


With the latest and most effective CX techniques and toolkits wrapped in the CEMMethod, this is sure to be a terrific one-dayer.

https://www.bpgroup.org/denveracxp.html 

Customer experience has never been more important.

89% of companies now expect to compete mostly on the basis of customer experience.

87% of buyers will pay more for a better customer experience.

ACXP attendees will learn the world famous CEMMethod. The CEMMethod was created in 2001 when BPG was working with the Virgin Group. They realised together that to progress in an ever-changing world, you have to have an explicit, outside-in focus on the customer in everything you do..

Since then, the CEMMethod has evolved, consolidating tools, techniques and mindsets from some of the best performing and most innovative companies in the world. People like Apple, BMW, Bentley, IBM, Amazon, Emirates Airlines, Zara, Zappos, State Farm, Disney, Google, Facebook, Uber and many more.

https://www.bpgroup.org/denveracxp.html

Professionals using the CEM Method are simultaneously lowering costs, growing revenues and delivering outstanding customer experience in more than 4,000 companies around the world. These individuals are the driving force behind some of the world’s best performing organizations.

The secret to the CEM Method’s success lies in its ability to link external customer experience to internal back-office operations. This is a claim that no other method can make. Learn the methodology that the best-performing companies in the world are using as their customer experience backbone.

Please join us in Denver!

https://www.bpgroup.org/denveracxp.html

 

Customer Experience & Process Improvement transformation

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

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

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