Four days to become a Certified Process Professional Master (CPPM) https://bit.ly/CPPM2022
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BP Group, the leader and creator of the CEMMethod® in 2006, announced that Multichoice Group Executive Head of Customer Experience and Operations, Roland D. Naidoo, successfully completed all the requirements to qualify as an Accredited OKR Coach fully.
For the full Press Release, go here OR click the button below.
In addition to this CXObession blog, there is now a ‘shorty’ video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve’s Newest TikTok Videos
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👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.
In addition to this CXObession blog, there is now a ‘shorty’ video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve’s Newest TikTok Videos
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At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative.
Jeff Bezos
There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now. The rest is history. Watch the 2-minute video here.
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
Communication as a whole is complex as it involves many stakeholders and audiences. Moreover, effective communication requires strong connections between people at all levels of the organization.
To be able to communicate effectively within your organization and with the outside world, you need to understand what corporate communication is, its benefits, and how you can implement it in your organization.
That is why in this article we will discuss everything you need to know about corporate communication so you can get your message across!
When we talk about communication in business, we are primarily referring to two things – one is the process, and the other is the outcome of the process. The process consists of the steps involved in communication, for example – sending the message, the channel through which it is sent, the time frame, and so on.
The outcome of the process refers to the impact that the communication has had on the person who received it.
That is why communication is often described as a process through which we create an understanding between people who are not in the same place at the same time. In this sense, corporate communication is the process and activities through which organizations create a strong connection via employees with the outside world for the purpose of brand building, increasing reputation, and the acquisition and retention of customers.
Communication is the process of exchanging information and ideas between two or more people. For this process to be effective, certain factors need to be in place. To start with, there should be an understanding between the sender and receiver of the message.
Communication is all about sharing information, and if the information is not understood, it won’t be useful to anyone. We have a saying that ‘a message without meaning is like a bird without wings’. It is because of this that communication is an important aspect of any business venture.
The right words, carefully selected and strategically placed with the correct tone, can be a very powerful tool. They can make for an excellent culture, your brand more recognizable, and encourage customers to buy your products and services.
Stronger relationships – The biggest benefit of effective communication is that it strengthens relationships. Whether you communicate with the members of your team, customers, or anyone in between, a strong connection will lead to better results.
Greater productivity – When people understand each other and have a clear idea of what their role is within the organization, productivity increases. This is especially true for organizations where employees have a say in shaping the communication process – for example, when they have the opportunity to voice feedback and suggestions, and when they have the power to participate in the decision-making process.
Better decision-making – When communication is effective, decision-making becomes much easier. This is because the information you share will be well-understood.
Better brand recognition – A strong connection with your audience will not only bring them closer to your brand, but it will also make them more loyal to it. Moreover, the brand of your business will become more recognizable as you take part in various communication activities.
Internal communication – This is the communication that happens between employees. It can happen in a number of ways, including one-on-one meetings, group meetings, emails, and so on. Internal communication is important because it helps people work together more effectively and efficiently.
External communication – This is the communication that happens between your organization and the outside world. This could be in the form of marketing campaigns, public relations, social media posts, and more.
Customer communication – This is communication between your customers and your organization. It can happen in a number of ways, including through a company’s customer support or customer service department, through social media posts, and more.
Communication is an essential part of any business venture, and it can make or break an organization. The success of your business relies not only on the quality of your products or services but also on how well you communicate that quality to your customers.
When you have strong relationships with your audience, when you can make better decisions, and when you can recognize your brand better – you have stronger communication.
To achieve this, it is important to implement effective goal-driven communication in your organization. This can be achieved by focusing on the type of communication you engage in and by making sure that your communications are all aligned to Successful Customer and Business Outcomes.
Collaboration is a crucial component of any endeavor, yet it may be difficult. In this blog post, we’ll look at ways to work with people who can help you reach your goals.
Collaboration is an essential part of any project, but it can be challenging. Not everyone has the same skill sets, so finding the people who can work together effectively can be challenging. To be successful, you need to collaborate with the right people. In this blog post, we look at how to collaborate with the people who can help you achieve your goals. We’ll look at the different types of collaboration and how to develop your dream team. No matter where you are in your collaboration journey, you can take steps to improve your effectiveness. Let’s get started.
Collaboration is when two or more people work together to achieve a goal. This can take many forms, including team brainstorming sessions, project meetings, and regular collaboration activities. The most critical factor in successful collaboration is finding the right people to work with. Finding the right people to collaborate with requires carefully assessing skill sets and personalities. Find out where your strengths lie and hire people who can support your strengths. If you have a strong sense of communication or project management skills, find people who have those skills. You can also look for other ‘soft’ skills, such as cultural understanding, different life experiences, and emotional intelligence. These can be the difference between collaboration and a breakdown due to poor collaboration. You’re less likely to have issues when you hire people with similar skills to you, rather than trying to hire people who have a completely different skillset from you.
Collaboration can help you better understand your team and each other. This can help you find your strengths and hire people who can support you. It can also help you identify areas where you need to develop skills. This may seem like common sense, but it’s essential to understand why collaboration is important. Poor collaboration can lead to misunderstandings, missed deadlines, and other problems. These issues can be costly. For example, if you hire new people, they are likely to want to work with people who are effective collaborators. If you’re not a good collaborator, then they may not fit in with your team. Poor collaboration can also lead to high stress. Working with people who aren’t effective collaborators can lead to high stress, leading to burnout or poor performance.
First, you need to find collaborators. Finding the right people is a challenge, but it can be done by carefully assessing skill sets and personalities. Next, you need to work with your collaborators. Working with your collaborators requires effort, but it’s important to remember that collaboration is a skill. If you’re not working on your collaboration skills, then you’re likely to fall back into old habits. One way to work on your skills is through deliberate practice. This means putting in the effort each day to improve your collaboration skills.
There are different types of collaboration, which can be useful to know. We’ll look at the most important types of collaboration in this blog post. –
Long-term or permanent collaboration – The classic collaboration type is working with one or more people for a specific period of time. This is likely to be the most common collaboration type. –
Short-term collaboration – Another type of collaboration is working with one or more people for a specific amount of time. This is likely to be the type of collaboration that you’re most likely to experience. –
Co-location collaboration – This is working together in the same physical location. You may want to co-locate with your collaborators to increase collaboration. The advantages of co-location are often related to the advantages of working together in the same physical location.
Now that you know the types of collaboration, you can start finding the right people to work with. Start by identifying the skill sets and personalities that matter most to you. For example, if you want to work on a team with a specific skill set, you can start using that skill set on a résumé or LinkedIn profile. Next, identify people with the skill sets you want. One way to do this is to identify people who have skills similar to yours. For example, if you’re going to work with data people, find data people applying for jobs. If you have multiple skill sets that you want in your dream team, then you can identify people who have those skill sets. You can also look for people with skills that are different from yours. This can help you identify people who have different skill sets that you want in your team.
Now that you’ve identified the people you want to work with, we can talk about developing your dream team. You can work on building your dream team by deliberately practicing collaboration skills. This means putting in the effort each day to improve your own co-operation skills. You can also work on building your dream team by actively communicating with your team members. This means exchanging ideas with your team members and actively listening to them. You can also work on building your dream team by actively building your team.
Collaboration is essential, but it can be challenging. Not everyone has the same skill sets, so finding the people who can work together effectively can be difficult. To be successful, you need to collaborate with the right people. You can identify the right people by carefully assessing skill sets and personalities.
CX Metrics are being abused and misused… see how the road to hell may be paved with good intentions.
The survey contributors are senior people Accredited in Customer Experience for a minimum of two years and the questions asked in 2021 (during the pandemic).
Contributors identified 50+ challenges and from these, we distilled them down to five with subsequent deeper dives to explore how people were meeting and overcoming the challenges.
Over the next six weeks, we will review each of the main challenges and the emergent Next Practices to overcome.
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
The book was written by Tom Alberg, an early-stage investor and ex-Amazon board member of 23 years, and he explained Bezos'”Day1″attitude.
The book also talks about how Bezos overcame the company’s early difficulties in attracting investors.
Alberg described the rules that Bezos followed at work based on his experience watching the tech magnate make judgments.
In his book, Alberg noted, “The most important thing is customer obsession.” He went on to say that too many organizations, in his opinion, focus on their competition rather than Their customers.
According to Bezos, who testified before a congressional committee, “Customers Are consistently, delightfully unsatisfied.
We are continually inventing on behalf of our clients out of a desire to delight them” Alberg writes. According to him, Bezos made moves that harmed Amazon’s short-term business line but benefited customers and ultimately helped Amazon become a trillion-dollar company.
“Continuous invention and innovation” is the second principle. According to Alberg, client happiness and inventiveness are inextricably linked. “When making decisions, customer happiness and innovation are powerful touchstones,” he added.
When you ask yourself, “What is the best decision for the customer?” it becomes much easier to make decisions. “Is there a way to invent our way to a solution?”and”Is there a way to invent our way to a solution?” Alberg writes.
According to Alberg, the third principle championed by Bezos is operational excellence. “Two-pizza teams,” “one-click shopping,” “single-threaded leaders,” and “working backward/becoming Outside-In” are some instances.
One of Bezos’ more inventive techniques is the”two-pizza rule,”which aims to avoid wasting a full day on unproductive meetings.
So, how does it work?
The more people you have at a meeting, the less productive it will be. The notion is that instead of expressing their viewpoints and ideas, most people will end up agreeing with each other (groupthink).
What is the solution?
Never have a meeting where two pizzas aren’t enough to feed everyone. According to Alberg, the fourth principle underpinning Bezos’ decision making process at Amazon is to think long-term.
This can be everything from starting a new business to investing in new technology. Bezos’ early use of AI is one example.
“Jeff told the board that he intended to apply AI in every element of the business when firms were just beginning to understand the possibilities of machine learning and AI,” he wrote. The next step for Bezos was to employ AI experts and instruct the existing engineers on how to use AI.
According to Alberg, Amazon produced and made AI capabilities available to clients on Amazon Web Services, originally run by Andy Jazzy, now the new global CEO since the Jeff Bezos exit. Making AI available to employ in their businesses actually to compete against Amazon.
Alberg noted that his fifth principle, and probably the most important, is his “staying optimistic for the future and how we are only in Day 1.” Bezos’ “Day 1” mindset is founded on the broader premise that, “while the internet and Amazon may appear mature to many, we are still at the beginning, according to Bezos.
Alberg commented, “It is his greatest expression of optimism about what the future will hold.”
These concepts are “not hidden,” according to Alberg. “However, you must adhere to them at all times, something most businesses are unwilling or unable to do.”
What is the Best Decision for the Customer?
Tom Alberg
Get the book: https://bit.ly/CXObsessed
Watch Bezos talking about Customer Obsession: https://youtu.be/Yr_vQgzAgDM
Image Credit: CC: Daniel Oberhaus, 2019
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
Learning By Doing is our mantra. The ACX and CPP programs look for your application of the world-beating techniques with a 1 on 1 assessment from your Coach. We don’t train you in how to pass a test, we coach you in how to deliver CX Transformation.
Since 2006 we have helped qualify 140K people across 132 countries using the codification of the next practices from the world’s leading practitioners and companies.
There are thousands of terrific testimonials and across our 40+ global partners operate across all verticals with Coaches who are also expert practitioners. That ‘been there and done it’ experience extends way beyond the theory into a toolkit that can scale all the way to enterprise transformations.
Come and join us to experience the difference and earn yourself the Accredited Customer Experience Masters qualification starting November 29 for two or four days.
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Recent Testimonials:
Thanks 🚀 Steve Towers ACXC, CPPC, COIC. This was hands down the best CX course I have been on so far. Looking forward to applying everything I learned on the course in my new role. Kendall Ursula Rÿnders, AskAfrica, South Africa.Hi Steve, thank you for opening my eyes to opportunities these few days, didn’t know I was sitting on a gold mine 😂, great content, great delivery. My perspective about my profession has completely changed, thanks for that.
Adwoa Asare – Asamoah. Head CX, CalBank PLCArgyle Digital: CX/UX Leadership Forum. I am excited to say there was 100+ attendees on your session and you were a wonderful and integral part of the event’s success and we truly appreciate your time, insight, and expertise.
Brittany Sullivan, Senior Producer, Argyll, United StatesIt’s been an honour and privilege to participate and attend the ACX-M course, It was an eye-opener and quite a revelation for me, I became conscious of these important concepts and aspects of customer experience, Thank you for showing us the way. Product Specialist at Laerdal Medical, India
Thank you Steve for the high quality & insightful training you delivered
Your innovative approach, critical thinking & up to date case studies facilitated this achievement 👍
Muath Al-Azzam, Principal Services & Operations Specialist at Dubai MunicipalityI have to say, every day since I left Denver, I have been able to apply some bit of learning that I got during the ACXM event into not only my job, but my personal life as well. Thank you so much for everything that you’ve done to advance the field of customer experience!
Brett Gill, United States
👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59
👉 Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now
👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers
👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023
👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)
“If I had asked them what they wanted they would have said faster horses” Henry Ford
