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:

Top Team are listening and decide they need to get with this customer centricity thinking.
Senior Management makes noises that the customer is THE thing the business must focus on.
The Executive engage the marketing guys to get with it and start pushing the message.
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’.
Fundamentally functional heads carry on working with the out of date reward system that promotes industrial age thinking and practice.
The Executive see the repeating inertia i.e. results not coming through apathy and indifference and decide their business isn’t really an Amazon.
Top Team then reverts to just getting better at what we are doing, then when someone in ‘our industry’ proves it we will follow.
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.
The businesses failure is noted by customers who move to those who do understand and deliver Customer Experience success.
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.

That Friday feeling rests easy on your soul…

So, I have just got my first day off in 5 weeks!

This road trip has covered the UK, Iowa (US), Quebec (Canada), Dubai (UAE) and Johannesburg (South Africa) and I am loving every minute of it.
Newly qualified Accredited CX Masters and Champions, Emboldened Executives and Progressive Enterprises make this a joy, so much so a day off is like… bring it on. So I am playing chess, getting in a round of golf, enjoying happy hour with a great band, and chatting with the family elsewhere on the planet.
.

I hope you are at peace in your world as well and we will catch the breeze soon on this great merry go round of Customer Experience.

Ciao, Steve

What is so different about Outside-In companies?

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

Three minutes of insight to conjure with…

Dubai calling for the 4 day ACX Masters program – Upskill now…

What are you doing in the GCC this April? The Dubai ACXM and this Award winning class should be high on your options list.

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…

The Accredited Customer Experience Master (ACXM ™)

Upgrading your skills and delivery for 2018 will determine your success.
Advance beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program is a direct descendant of the CPP program with now over 90,000 qualified individuals across 116 countries.

So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us in a city near you through 2018:

Johannesburg ACXM Orlando ACXM	13-15 March 2018 26-29 March 2018
Dubai Masters ACXM	8-11 April 2018
Dubai UAE ACX Champion	15-17 April 2018
Sydney ACXM	28-31 May 2018
New York ACXM	10-13 Sep 2018
Denver ACXM Washington DC ACXM	17-20 Sep 2018 9-12 Oct 2-18
Washington DC ACX Champs	15-17 Oct 2018
London ACXM	10-13 Dec 2018

Here’s someone who enjoyed the session:

https://www.cxobsession.com/wp-content/uploads/2018/02/Testimonial-from-CPP-Masters-class.mp4

The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change

For 2018…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 11) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars

The Accredited Customer Experience Professional/Master difference

This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!

Uncover CX/Process Improvement opportunities in just hours
Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
Innovate to compete, set the market trend and even dominate your industry
Advance Net Promoter Score and Customer Satisfaction to the next level
Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately

Hopefully, we will see you soon!

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

Two-minute bite-sized chunk provides the answer.