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

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 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.

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

In theory, theory is great but in practice theory doesn’t work – Is NPS dead?

Has Net Promoter Score gone passed its shelf life?
On a scale of 1-10 what would you respond?
And would you kindly refer me to a friend?

Seriously though the popular NPS (well with certain executive teams) seems to have run its course.

This last year has seen a clutch of leading companies coming to the same conclusion, simply put we have to get more scientific about the Customer Experience.

Share and review the latest observations:

Stop using Net Promoter Score

http://blogs.forrester.com/richard_evensen/11-04-18-stop_using_nps_net_promoter_score_but_please_save_the_question

Net Promoter Score Under Attack

http://www.research-live.com/features/net-promoter-score-under-attack/2001829.article

The Net Promoter Score: Does the Single-Question Scoring System Work

http://www.percepta.com/regions/europe/resources/white-papers/net-promoter-score-single-question-scoring-system-work/#sthash.P8VEyCuf.dpuf

Why Net Promoter Score is Not a True Measure of Customer Satisfaction

http://blogs.teradata.com/international/why-net-promoter-score-is-not-a-true-measure-of-customer-satisfaction/

Why Net Promoter Score May Not Align With Business Results

https://experiencematters.wordpress.com/2014/01/27/why-net-promoter-score-may-not-align-with-business-results/

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

Say what you do, do what you say

Managing customer expectations and creating the experience to deliver it makes good sense.

Why is it then almost an after-thought for most large corporates? At best it seems happen chance.

The way to success is to put the effort into creating successful customer outcomes (SCO) and then managing customers expectations to them.

Craft the associated experience and ensure all the interactions (external and internal) contribute to this SCO.

Another perspective? See http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-truth.html

Certified Process Professional Masters (CPP-Master) Program

(Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

An internationally recognised 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.www.bpgroup.org/certification-by-city.html

Understanding Customer Needs

You have to understand the Customer Need and work backwards into the organisation to ensure everything you do aligns to that need.

And that is not about asking customers what they want – you have to understand the need even when the customer doesn’t know it themselves. Until Apple invented the iPhone 3 none of us knew we needed it.

We call this thinking and the resulting actions Outside-In.

Certified Process Professional Masters (CPP-Master) Program

(Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

Become a qualified CPP-Master and demonstrate your professionalism.www.bpgroup.org/certification-by-city.html

You cannot manage the future by micro managing the past

How much do you need to know to know you know you know enough?
There is an industry out there which encourages detailed analysis of the past to understand the future. It didn’t work then, it doesn’t work now.

Stories of generals fighting the last war are legion. So don’t become a victim of Analysis Paralysis.

Certified Process Professional Masters (CPP-Master) Program

(Dubai UAE Dec 7-11, Orlando US Jan 22-23, Denver US Jan 26-30, London UK Mar 2-6)
www.bpgroup.org/certification-by-city.html

Become a qualified CPP-Master and demonstrate your professionalism.www.bpgroup.org/certification-by-city.html

CX Obsession – for CX and Process people

Customer Experience at its best – new book worth a read

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?

Customer Experience – do you get it?

Popular articles from the year just gone

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

Customer Journey maps v. Process modeling

In theory, theory is great but in practice theory doesn’t work – Is NPS dead?

Say what you do, do what you say

Understanding Customer Needs

You cannot manage the future by micro managing the past