Outside-In. A definition?

“Outside In is a way to focus an organization on doing one thing, achieving one goal and doing it right.

By focusing the organization on this one goal, the unnecessary complexity of all other things that do not contribute to this goal can be eliminated.

Outside Inners know that customers are the key to achieving this goal.”

Steve Towers & David Mottershead

Some organisations may avoid the term Outside-In and use other terms such as ‘customer centricity’ or ‘customer alignment’. But at their heart such approaches fit this definition precisely.

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html

An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 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

PEX USA 2015 – the judges cut

It takes nine months and a lot of graft sifting through the entries, interviewing candidates and then choosing the winners of the Award process. If you have a story to tell do share with the PEX Network and the broader community. It is a terrific acknowledgement of the team effort and organization investment in delivering performance improvements. If you are interested then visit http://www.pexweek.com, meanwhile this was the video from the 2015 Awards process. Enjoy.

This was my tenth year of judging. I am lucky to work with so many great people who keep me upto speed, and then share their efforts with the community.
Here are a few shots of my immediate judging colleagues from 2015.

PEX Week USA 2015 – 10/10 for effort guys

The event in Orlando during 2015 brought together people from process, customer and technology to celebrate the latest advances in performance excellence. Big theme this year was the inclusion of a dedicated customer excellence track, along with a new Awards category themed around customer centricity.

The measure of success is of course the delegate feedback, and early days reporting suggests the large majority welcomed the latest evolution to a dominated practitioner agenda with supporting workshops and keynotes.

The USA event has sent the bar high for 2015 – if you want to join the fun then consider the following: PEX Week Europe, London, April 27-29

http://www.pexweekeurope.com/

PEX events feature the Certified Process Professional program and 40+ delegates attained the CPP Level 1&2. Congratulations to all. More on this soon, meanwhile you can review the CPP Masters events (Levels 1 thru 5) at http://www.bpgroup.org/book-class.html

The Customer Experience is the Process – how can you do that?

James Dodkins, CCO BP Group

Marketer’s are fond of segmenting customers by circumstance, for instance, where you live, your age profile and median salary. This approach is very limiting and only provides sparse information on what are the real Needs of the customer. For that we need a little more science and understand those requirements by identifying the successful customer outcome.

This leads us to Categorizing by Need. So for instance a potential customer in the experience of either buying, renting or servicing a car might be ‘tech savvy’ or ‘silver surfer’ or ‘time is money’ people. We can drill down into specific needs and identify how to operate the underpinning workflow systems, necessary interactions, people skills and so on.

We can summarize this into a handy grid we call the Customer Categorization approach (a handy tool created by BP Groups CCO James Dodkins www.jamesdodkins.com)

Naturally you should try this for yourselves and if you want to get professional about it join us on one of our upcoming CPP classes where we discuss, try out and prove 50+ other techniques as part of the CEMMethod™ approach. You will go away with a working template of how to deliver customer centricity and outside-in for you and your organization.

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16
http://www.bpgroup.org/book-class.html

An internationally recognized program with proven track record delivered by been there and done it coaches more than 130 times, in 52 cities with delegates from 105 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

Customer Experience at its best – new book worth a read

James Dodkins new eBook launched in December 2014, “Foundations for Customer Centricity.” explores the basis of what makes a great Customer Experience.

The book delivers a pragmatic and executable plan that provides the means for organizations to deliver on the promise of Customer Centricity in terms of cost, revenue and service.

Get the book here: http://bit.ly/foundationsEbook

Participate in James Dodkins appearances in Florida w/c 19 January: http://www.pexweek.com/AgendaSection.aspx?tp_day=46284&tp_session=60456

Connect with James: http://twitter.com/jdodkins

Evaluate the approach (45 minute webinar): http://bit.ly/BPGJan2015

Join and share your understanding on Linked-in: https://www.linkedin.com/groups?gid=8234289

Keywords: CX, Customer Experience, Customer Experience Management, Customer Centricity, Successful Customer Outcomes

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html

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

6 Tips for Understanding Customer Needs (with 4 min video and Guide)

Get your hands on SCO’s. What are they? How can they help?

Need a handy Guide (13 pages)?
Download the SCO101 : http://bit.ly/SCO101

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html

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

Customer Experience – do you get it?

Did you miss THE webinar discussion Customer Experience?
Fear not my astute colleague, follow the link(s) below and fill your boots.

Webinar Foundations of Customer Centricity (45 mins)

http://bit.ly/BPGJan2015

**New Book** Foundations of Customer Centricity

http://bit.ly/foundationsEbook

Not as new Book Outside-In (2010)
http://bit.ly/Outsidein2015

CEMMethod Webinar & Download
http://bit.ly/cem2015

Connect with Steve Towers http://twitter.com/stowers

Connect with James Dodkins http://twitter.com/jdodkins

Visit the site http://www.bpgroup.org

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html

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

HELP! Book cover choices down to the last 2…. what do you think?

HELP! Book cover choices down to the last 2, Please help us choose. Fav for ‘Face’ cover RT for ‘Red Square’ cover 🙂 pic.twitter.com/gVrgdX18LL
— James Dodkins (@JDodkins) December 29, 2014 #foundations

Certified Process Professional Masters (CPP-Master) Program

Orlando USA March 16-20, Denver USA March 23-27, Dubai UAE Apr 12-16http://www.bpgroup.org/book-class.html

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

Customer Journey maps v. Process modeling

As good as journey maps can be?

We all need a better picture, one that represents both the outside and the in. A representation that brings a clear view of the customer, their interactions and the resulting internal dialogue across people, systems, process and rules. That is what we have here. Something new. Something shiny. And…. something proven.