The Crazy Secret of the Worlds Top Five…

Hey Hey!

I just wanted to reach out, so you don’t miss out on this limited time offer on my new book Outside-In The Secret of the 21st c. leading companies.

You might be thinking, what is Outside-In?

To sum it up, ‘Outside-In The Secret’ reveals the fundamental difference between the top-performing companies and the failing also-rans. It is a massive shift in perspective that revolutionizes work forever.

The insights shared are based on my work and research with companies like BMW, Emirates, Zara, Zappos, and Amazon over the last two decades.

But hey, don’t just hear it from me…

So, I have codified the learning and the ‘Secret’ approaches, tips, tricks, and hacks to make them accessible to all. Initially published in 2010 and it is now wholly updated as Edition 10!

My colleague and BP Group co-founder says this…

Why You Should Read Outside-In The Secret

You may be wondering why you should invest your precious time reading this book. With all the pressures of the current business climate, why will this investment be worthwhile?

I’d like you for a moment to think of ‘high jumping.’ This is a sport that has been pursued actively from the Ancient Greeks in the original Olympics to modern times. And for nearly 3,000 years, people jumped using similar techniques. Then an innovator, Dick Fosbery, thought of a new approach that was incredibly simple and yet at the same time delivered ‘breakthrough performance’ levels enabling him to win the gold medal in the 1968 Olympic high jump bar. He leaped over the bar backward, overturning thousands of years of ‘best practice.’

So I would like you to give yourself permission to consider that you, too, can achieve ‘breakthrough performance’ in your own business endeavors. In this book, ‘Outside-In,’ Steve Towers will introduce you to some remarkable concepts that at first seem simple and obvious, and yet when applied, will allow you to win the gold medal in your own field of business.

John Corr, Director, Alix Partners, London, England.

And Guess What? Do you want something special?

It is FREE for a short period of time…

This is what you need to do RIGHT NOW to get your copy:

http://bit.ly/OI2021now

First go to this website and let him know where to ship it to (you’ll have to pay a tiny shipping fee):

http://bit.ly/OI2021now

Secondyou should probably post on FB, tweet, and let EVERYONE else you know about it ASAP (because this cool book promo will be over soon…).

http://bit.ly/OI2021now

This book will be sold retail in 2021 at $30, but you can get it FREE now.

Just go here to see what you need to do next:

http://bit.ly/OI2021now

But you MUST get your copy of this book now. The last time I made an offer like this, I ran out of books within a week ….

So go get your copy now:

http://bit.ly/OI2021now

To Your Success!

P.S. — this book is the real deal. James Dodkins said that it’s: “the map that will allow you to turn your specialized knowledge, talents, and abilities coupled with this new perspective into a way of working that transforms you and your company! This is one of the shortcuts of the New Stellar Performers.” — and TODAY, you can get it for free, right here:

http://bit.ly/OI2021now

My previous book, Dare! Became an Amazon Number 1 Best Seller in February 2020. This book Outside-In The Secret will also be… get your FREE copy here:
http://bit.ly/OI2021now



2021 Recommended Blogging Utility – you will love this!

This last 12 months I have experimented with a marvellous little utility that boosts your social postings and articles. Watch the demo at the link below and you will be smitten too. https://lttr.ai/UPph

To give you some idea of its impact (and some cracking links) these were my results in the last 4 weeks.

TOP PERFORMING CAMPAIGNS
Your top 5 campaigns generated 89% of your total clicks last month.

Uncovering the Secrets of the Top Influencers
http://feedproxy.google.com/~r/CxObsession/~3/PAxm4qu_7xs/
645 clicks recorded last month

What does Google know about you?
http://feedproxy.google.com/~r/CxObsession/~3/S0PslFLderc/
236 clicks recorded last month

TipTop Influencers
http://feedproxy.google.com/~r/CxObsession/~3/bSeZIZ-b7rc/
221 clicks recorded last month

CX POWER Hour webinar
http://feedproxy.google.com/~r/CxObsession/~3/F9VdMfwUsX8/
181 clicks recorded last month

The Ten Commandments of Customer Experience
http://feedproxy.google.com/~r/CxObsession/~3/5Tbjywe6qv4/
143 clicks recorded last month

Join our upcoming Coaching and Accreditation sessions online, LIVE & Interactive

Professional WebclassStartsDuration
Accredited CX Master
(ACXM)
16th Nov4 days @
5 hours per day
Certified Process Professional Coach
(CPP-Coach)
3rd Nov4 weeks @
3 hours per week
Certified Process Professional Champion (CPPC)9th Nov3 days @
5 hours per day
Certified Outside In Master
(COIM)
17th Nov7 weeks @
3 hours per week
Certified Process Professional
(CPP)
23rd Nov2 days @
5 hours per day
Certified Process Professional Master
(CPPM)
23rd Nov4 days @
5 hours per day
Accredited CX Champion
(ACXC)
1st Dec3 days @
5 hours per day
Certified Outside In Champion
(COIC)
8th Dec3 weeks @
3 hours per week


The Reason Why You Will Never Become Customer Centric

Business failures are all around us, nothing new there then. If we go back a decade or so we saw the demise of Nokia, we’ve seen companies like Blockbuster crash and burn, and other companies in the High Street whether it’s in Europe or in the US disappear and never to be seen again.

Why is this so? When you look at the investment those companies were making there was no lack of intent to spend in understanding how the customer was changing. In the year that Apple introduced the iPhone Nokia was investing heavily in voice of the customer (VOC) surveys, customer satisfaction and NPS.

But they missed the point. Progressive Outside-In companies (think Amazon, Zara, Zappos, Emirates) are not about retrospective subjective analysis of perceived performance.

Also it isn’t about overlaying processes with a new language when fundamentally the very systems and processes were never designed to deliver customer experiences. Those now creaking processes were designed with a factory mindset centred around production line thinking, throughput and waste. Hence the challenge for many is more fundamental as it’s not about rejigging what you’re doing – it is about a complete rethink to move outside in the way that you do business.

Remarkably even in the third decade of the 21st century there are still those companies that think they can just tweak and change the language inside their organisations.

As if doing better advertising and marketing to customers and talking about ‘new’ services on top of their existing infrastructures and IT systems hacks it. The actual reality is somewhat different.

Senior Executive commentary

Top teams and senior executives need to grasp this challenge. Roland Naidoo, a senior executive at African based entertainments company Multichoice puts the choice starkly:

“Would you measure how fast a 1600cc car performed around an F1 circuit. No? Then why would you try to measure customer experience AND improve it on processes and products there were never designed with experience in mind. Go on enter your 1600 into the next F1. Wonder how it would perform?”

Roland Naidoo, Multichoice Africa

Lipstick on a Pig? Surely not…

Those companies who understand that ‘outside-in’ thinking calls for a complete realignment and new appraisal of what the customer experience consists of.

Rather than, to coin a phrase, putting lipstick on a pig. You have actually got to think about what is it you’re trying to achieve; what does success look like for our customer? And then align across all functions, all systems and ways of working towards successful customer outcomes. Disney refers to this alignment as getting everybody to understand where true north is and not to do anything unless it contributes to that alignment. Imagine all new initiatives being assessed by a similar approach?

Are you working in a Rubik cube?

Another aspect which comes into play is this idea that traditional measurement* is predominantly subjective and retrospective. Progressive outside in companies are not reactive – they get scientific about the customer experience.

Measuring each interaction as it happens and if necessary course-correcting in real-time. They develop the ability to see around corners to understand what’s coming next. They don’t have to wait for analysis 2 weeks after an event to decide that some remedial action is required.

This knowledge in the instance of what is happening requires us to create this idea of ‘action in the moment’ for all our employees. Zappos**, for instance, give their employees the tools and the capability to be able to make decisions in the moment (without the need to escalate to supervisors).

Industrial Age thinking will kill you

And there is another challenge companies face if they are still organised around functional specialist silos. If you’ve recruited low paid people and given them a script to follow, manage them to average handle times and throughputs you’re going to fail.

Once more the outside-in companies have an edge here as they understand that to give your most precious resource (the customer) to the employees then you need the right people in the right place able to do the right things at that moment of truth.

So what is your organization doing? is it trying to put lipstick on the pig? is it just trying to overlay the existing process is an infrastructure with this new customer-centric way of talking and doing?

It is very simple. You need to get down to brass tacks of rethinking what customer experience is all about its implication for the organisation going forward. Those organisations that are taking this outside-in approach find the world becomes simpler, faster and much more directly oriented towards delivering successful customer outcomes and winning for the bottom line.


* Why does traditional measurement fail?
from the CX Rockstar aka James Dodkins at https://www.linkedin.com/feed/update/urn:li:activity:6566333517070954496/

** Zappos – Wow customer service: https://www.forbes.com/sites/micahsolomon/2018/09/15/the-secret-of-wow-customer-service-is-breathing-space-just-ask-zappos/#7da91ff01b2c

Roland Naidoo can be reached at:
https://www.linkedin.com/in/roland-d-naidoo-b403a029/

Join our upcoming Coaching and Accreditation sessions online, LIVE & Interactive

Certified Process Professional
Master (CPPM)
10th Aug4 days @ 5 hours per day
Accredited CX Master
(ACXM)
18th Aug4 days @ 5 hours per day
Accredited CX Mentor
(ACX-Mentor)
1st Sep4 weeks @ 3 hours per week
Accredited CX Champion
(ACXC)
8th Sep3 days @ 5 hours per day
Certified Process Professional
Champion (CPPC)
22nd Sep3 days @ 5 hours per day
Certified Outside In Master
(COIM)
8th Sep7 weeks @ 3 hours per week

Uncovering the Secrets of the Top Influencers

Who are the best and what are their secrets?

I revisited my lists of sources, contacts and influencers, brought them up to date (the last two years or so) and collated the best across the domains I operate in. I included the recent Award winners acknowledged for their contributions to business. The result you can access below which contains the people, their LinkedIn connections, their best videos and in some cases additional resources.

My work takes me all over the planet and I get to meet some awesome people who are generous with their time and ideas. I then test, optimise and codify these great ideas into techniques and approaches we can all access.

Dare! Amazon Number 1 Best Seller (2020)

I was relating this approach at a keynote in a conference in Romania recently following the publication of our new Amazon best selling book Dare!

The keynote went well (see the extract version below) and everyone adjourned to the bar to relax and network.

At that drinks reception several people wanted to know my sources of inspiration, so naturally, we started trading names, some well known and some not yet so. As I was doing this it struck me this was one of the most commonly asked questions whether I am talking or working with some of the leading companies on the planet. So an idea was born…

Steve’s keynote in Bucharest in February 2020

Who are the best and what are their secrets?

I revisited my lists of sources, contacts and influencers, brought them up to date (the last two years or so) and collated the best across the domains I operate in. I included the recent Award winners acknowledged for their contributions to business. The result you can access below which contains the people, their LinkedIn connections, their best videos and in some cases additional resources.

So the next time someone asks me a question about influencers I am going to point them here!

All the Best, Keep safe and well,
Steve

Customer Experience, Customer Service, Leadership and Operational Excellence

Click the image to access videos, books and other resources!

Steve Towers
www.stevetowers.com

LinkedIn
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org

LATEST FREE WebClass:
https://tiptopinfluencers.com/europeus_reg

What is the key that picks any lock?

Patterns. They are Fascinating. If you can understand them, and model them then you can deliver amazing results.

When I was a young kid I loved the weather forecast on TV. All those swirly lines (isobars as I was later to discover) and fronts.

Then I discovered astronomy, got a telescope, and stared in awe at the planets, stars and galaxies. It was mind blowing how they all worked together through invisible forces.

Then a good childhood friend of mine introduced me to chess. Amazing, wow! I studied openings and endings and everything in between. The great world champions, Tal, Botvinnik, Fisher and Magnus Carlsen.

Then came meditation and brainwaves. I dabbled with gamma, alpha, beta, theta and Delta and watched them represent our brain processes. I love neuro-science. Then I discovered love, the crazy emotional ups and downs, the exhilaration, heartache and the deep deep introspection.

So what do all these things have in common? Yes, patterns! If you can ‘see’ the pattern, figure them out then you too can become good with them.

Something occurred to me – were our lives governed by patterns? That ‘aha’ moment took me on a career path initially in Industrial Engineering, then Process Reengineering, then Systems Engineering, Enterprise Architecture, and even into Neuro-Linguistic Programming, Medical Hypnotherapy and Reiki.

My life can be summed as one of trying to understand patterns of energy, how they relate and how they work.

Patterns have worked for me, whether in my business life, personal (can anyone truly understand our partners and children?!), hobbies, music and so much more. By studying the greats, people, organisations, mentors and leaders you can model their patterns, codify them and share with others.

That is what, with some great friends and colleagues, we have done in and around Experience Management, whether that is writing bestselling books, developing business transformation methods, launching new software tools or simply living better lives. Working with the worlds best companies we picked apart the complexity and saw the simple beauty of approaches that work outstandingly every time without exception.

And now we have brought them online. We have unpacked the wisdom, applied pragmatic techniques and repackaged the patterns into workable replicable behaviours that we can all learn and make our own.

Please join us on this incredible journey in the next few weeks.

As a primer this course is running now – Outside-In Vision.

6 weeks at 3 hours per week to learn and practice the patterns that win the game for the worlds leading companies.

Join us live or watch the recorded interactive hands-on sessions at a time to suit you. You may just have discovered the key that picks any lock.

https://oi2020vision.eventbrite.com

The Customer Experience definition

What is the definition of Customer Experience?
The definitions of customer experience are many however in 99% of cases incorrect. Why so? Well simply because they are from a company viewpoint, that is ‘Inside-Out’.

A truly customer-centric definition needs to see customer experience through the customer’s actual experience. Accordingly, the CX definition the BP Group and partners endorse through our training, mentoring and consultancy is:

A customer experience is the sum of the thoughts, feelings and interactions a customer has about and with different products and services during the achievement of a goal or outcome

James Dodkins aka ‘CX Rockstar’

This talks neatly to the point that the experience starts with a need and finishes when that need has been fulfilled. It goes way beyond when the process for the company starts and ends.

What is your definition for Customer Experience?


So next time someone challenges you to define ‘what is customer experience?’ give them that.

You may even get people confusing customer experience with customer service but that discussion is for another day 😉

Steve Towers
www.stevetowers.com

LinkedIn
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org

LATEST FREE WebClass:
https://tiptopinfluencers.com/europeus_reg

CX and Technology – where to now?

The latest CX and Technology stats from Blake Morgan

I must admit yet another weakness. That is being a sucker for statistics in and around Customer Experience and Process Management so when someone, in this instance Blake Morgan, collates a fantastic list who are we not to republish and share?

Shameless, that’s me that is

And if you a writer and speaker this stuff is grist to the mill, especially in such a fast-moving arena as is Customer-Centric thinking. And with that in mind, a bit of shameless self-publicity is called for with an introduction to my all-new ONLINE course running from January 2020. And yes the themes are the very latest approaches delivering success for the worlds leading customer-centric businesses.

You can see the preview and details here:
http://bit.ly/SteveTowers-ONLINE

See you on the inside perhaps?

Steve Towers
www.stevetowers.com

LinkedIn
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org

LATEST FREE WebClass:
https://tiptopinfluencers.com/europeus_reg

This works way better than any tips or techniques…

Hi – Steve here 🙂

I’m a real sucker for great new tips, techniques, tools, shortcuts, “hacks” and other quick ways of getting better results from our processes and customer experiences.

But the truth is that the big wins don’t come from tips or tricks.

They come from getting the fundamentals right. Again and again.

Fundamentals like really understanding your customers (internal and external) so your products and services are what they need (not just what you think they want).

Fundamentals like having understanding the successful customer outcomes before you ever meet or work with them, so your processes and experiences build credibility and trust quickly.

Fundamentals like follow-up and nurturing your relationships so they are top of the priorities when your customers need to change things.

Fundamentals like being able to  “meet” face to face, on the phone, or via a webinar or web page (and by “meet”, I mean help a customer get the best from their experiences and processes, understand their problems, the potential solutions, and decide how to change things to meet ever-changing needs).

Master the fundamentals and the little tips and tricks will improve your results even further.

Get the fundamentals wrong and all the tips, tricks or clever techniques in the world won’t hurt.

– Steve

PS If you’d like to get my very best training, insights and personal support to help you align your processes and experiences for all your customers (internal and external), why not join me for my new ONLINE training program? Click here for more details.

SEVEN STEPS TO ENSURE YOUR PROCESSES AND CX ARE TIP-TOP FOR 2020

INTRODUCING… the much requested (and anticipated) now available ONLINE Outside-In training.

To compliment our globally successful classroom program (now 118 countries with 100,000+ certified professionals) I am running SIX online live sessions over SIX weeks.

If you are already qualified it is 80% NEW STUFF. If you are not then COME ON DOWN. Early Bird registration now Open.

Download the one-pager here
Early Bird registration now Open.

Customer Obsession v. Customer Focused

Jeff Bezos encourages us to become Customer Obsessed (see video snippet) however Netflix’s journey to CX Obsession is less well known.

Here is an extract from a great article (link below):

From Gibson Biddle, former VP at Netflix and CPO at Chegg
In 2005, as I joined Netflix as VP of Product, I asked Reed Hastings, the CEO, what he hoped his legacy would be. His answer: “Consumer science.” He explained, “Leaders like Steve Jobs have a sense of style and what customers seek, but I don’t. We need consumer science to get there.”

Gibson Biddle, Former VP at Netflix

Reed’s aspiration was that the Netflix team would discover what delights customers through the scientific process. Forming hypotheses through existing data, qualitative, and surveys, and then A/B testing these ideas to see what works. His vision was that product leaders at Netflix would develop remarkable consumer insight, fueled by results and learning from thousands of experiments.

During my time at Netflix, and later at my next startup, Chegg, I learned to move from customer focus to customer obsession. In doing so embraced Reed’s notion of consumer science. Here’s how I think about the transition:


The full article here is great testimony to moving away from the soft and fluffy version of Customer Experience.
Let’s get more scientific about Customer Experience.

Contact Gibson here.

Is your Customer Experience initiative working for you?
CX Obsessed or just playing at it?
Upskill you or your team find out more to learn how others have become successful with a Customer Obsession strategy


Steve Towers
www.stevetowers.com

LinkedIn
https://www.linkedin.com/in/stevetowers/

BP Group
www.bpgroup.org

LATEST FREE WebClass:
https://tiptopinfluencers.com/europeus_reg