How to Avoid the Metrics Trap AND FREE book

Guest this week is CX Guru, James Dodkins:

Download James Dodkins latest book ‘Foundations for Customer Centricity’ and learn how the very best companies avoid the Metrics Trap http://bit.ly/cxFoundations

I saw a quote the other day about how increasing testing won’t improve education and It made me think of the parallels between that and business.

Too many times we think in order to get better we need tighter measures over our everyday tasks and activities. However in actuality, the most successful organisations on the planet think more like a football (soccer) team and are more interested in the measures that directly impact success, the most important being the score.

So next time you find yourself wanting to increase your measures maybe you could take a football (soccer) team view and measure less but more important things.

Download James Dodkins latest book ‘Foundations for Customer Centricity’ and learn how the very best companies avoid the Metrics Trap http://bit.ly/cxFoundations


You can also reach James
photo James Dodkins
Chief Customer Officer, BP Group

Website: www.bpgroup.org
Address: 124 New Bond Street, London, W1S 1DX
    

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:
























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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

The Customer Experience Generation (#gencx)

Customer Experience Management is the trending topic on the top table around the world. And yet so much of the past baggage is being dusted off as customer centricity.

Go beyond that and let’s get more scientific about the customer experience.


Those organizations who get it measure CX success through winning the triple crown, simultaneously reducing costs, growing revenues and improving service. How are you measuring Customer Experience?

Join your fellow professionals in getting more scientific about the Customer Experience.


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.

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

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html


Process Excellence – where to now? Do we go quietly into the night….

We are gearing up for the next Customer and Process conference series, not least of which is the annual Australia PEXWeek event.

Here Steve Towers talks on the future of Process Excellence in the context of digital disruption and all things customer.

See the latest agenda at www.pexweek.com.au

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.

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.

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

South Africa pumps up the CEM Volume

Newly qualified CPP Champions in Johannesburg, April 2016
I can safely say that things are looking up in South Africa for the customer experience management community. 
My tenth annual visit concluded today after a week which included a CPP Champion session (see the team photo), a stimulating Certified Process Professional sundowner (with a remarkable turnout of 40+) and then finally leaders of African enterprises met for breakfast to review latest happenings in CEM,  BPM, and all things customer. 

CPP Champions preparing their cases
The breakfast session included a small deck on ‘control the customer interaction and you control everything’.
You can get that here.
CEO IQ Business Adam Craker Chairs the Exec session
If you are in Africa and would like to join the ranks of Certified Process Professionals then IQ Business are the BP Group partners on the ground. With a cadre of experienced coaches, you can become qualified as a CPP Master or indeed have your internal CEM programme reviewed and mentored.
More than 60 companies have done so since 2013.
South Africa CPP Masters: http://www.iqbusiness.co.za/events
Global CPP Masters:
bpgroup.org/book-class.html
My next African adventure is later in the year so if you are qualified as a CPP Master I look forward to you joining me for the next level highly acclaimed three-day CPP Champions.
All the Best,
Steve 

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

25 Critical Customer Service statistics for Customer Experience

The world of Customer Experience is full of hyperbole. What about the measurements, the data that provides the evidence we all feel that the most important thing a business can manage is its customers? Here is a collection of data from many sources.
Useful when you are making the case 🙂

You can download this analysis from http://bit.ly/25CustomerStats
Do you have any stats from validated sources to share?

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Class of Orlando, 2016 wins the CPP Masters crown

Congratulations to the new CPP Masters in Orlando. A great week was had by all with Paul Pennanen, Tommy Chance, Grant Torben Greenall, Randy DeSpain, Mike Fenocketti and Danielle Hollis stepping up.

In fact Paul Pennanen (left) made his return ten years after his original CPP Mastership. His original class of 2006 keeps in touch and Paul admitted “It was time to renew. And boy this is so different to back then.”

You can review upcoming classes – just don’t leave it as long as Paul…

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Get Foundations for Customer Centricity with compliments

One from the archives in 2007 before Holacracy became a fashion 😉
Strange to think we didn’t have iphones or even smart phones then.
(That’s my excuse for the vid quality).