The Most Highly Regarded CX Leaders share Incredible Thought Leadership

I loved that James Dodkins couldn’t find a comprehensive Customer Experience Quotebook, so he decided to create one by assembling the best of the best from our current era of CX luminaries and Business leaders.

Let’s review my choice of the very best best ones 😉

You can get a FREE copy of the CX Quote book with 365 insights with some additional bonuses.
One Inspiration for every day of the coming year perhaps?

https://cemnext.com/cxquotesbook

do not resist change, embrace it

To upskill to the latest CX ‘Next Practice’ Find out more: https://bit.ly/GCCACXP


There are always more questions than answers 😉 However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative
Join us soon!

The 3 Most Frustrating things about those people who love Quotes

Stay with me for this one. James Dodkins says he just cut n pasted the best CX Quotes into his cornerstone work of 365 CX Quotes. He didn’t because I was there to see the process… try this google ‘Great Quotes’* and you will have some idea of the size of the task in hand.

* It produces results of nearly two billion. 😱

And we all know that 95% of those are dross. So that leaves just 10 million half ways decent ones to get it down to 365 which itself is a herculean task. However he did it, and you can get the results for free (see the link below). One a day CX quotes to brighten the dullest day. And without the dross.

Talking of arrogance and dross produced a really nice quote from that brilliant sci-fi guy, Isaac Asimov.

Let’s just say, like some of us, he doesn’t suffer fools gladly…

Now I would have included that, but I also know James Dodkins hates with a passion sci-fi. Don’t mention Star Trek, Star Wars, or Space Rangers. You will become persona non gratis 😂 Hence Isaac isn’t in this book…..

Even so, this book is an inspiration.
Open it at random and you might get your thoughts changed for a day or two. Or treat it like a 365-day advent calendar and regale your friends with a quote a day for a year – no don’t do that, it is too nerdy.

Here are a couple of fine examples.

I especially like this one. Been there and done that way too often.


Here’s a link that will get you this work of a genius (OK then, the work of the CX RockStar)

https://cemnext.com/cxquotesbook

Catch you soon!

Steve Towers


To upskill to the latest CX ‘Next Practice’ Find out more: https://bit.ly/GCCACXP


There are always more questions than answers 😉 However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative
Join us soon!

The 11 Critical Things Mentally Strong People Avoid

Entrepreneurs are often interested in physical strength and health, but mental strength is even more important. Mental strength is a critical characteristic for entrepreneurs, as many articles address tenacity, “grit,” optimism, and unfailing ability to “fail up,” as David Williams of Forbes puts it.

do not resist change, embrace it

However, mentally strong individuals avoid doing certain things as well. Licensed Clinical psychotherapist and social worker Amy Morin[1] created a list of things mentally strong individuals don’t do as part of LifeHack. It inspired me enough to summarize and spread it around, and I’ll add my thoughts on how these things relate to entrepreneurs.

  1. Mentally strong individuals don’t waste time feeling bad for themselves.
    They don’t waste time thinking about how they’ve been wronged. They are responsible for their actions and consequences and realize that life isn’t always fair. Even though they emerge from difficult situations with self-awareness and gratitude for the lessons learned, they can respond to an unfavorable outcome with the phrase “Oh, well.” Next!” or simply “Next!”
  2. Hand their Power to Others.
    Mentally strong individuals avoid relinquishing control to others, ensuring they do not feel inadequate or inferior. They understand that they are in charge of their actions and emotions. They acknowledge that their strength lies in managing how they respond.
  3. Seeing change as an enemy
    A mentally strong person accepts change and challenges with open arms. If they have a greatest “fear,” it is of becoming inwardly focused, complacent, and stuck. An environment of change, challenge, and uncertainty can energize a mentally strong person and bring out their best.

  4. Waste time on things beyond their control.
    A mentally strong person doesn’t whine about bad traffic, lost luggage, or other people (as these things are usually outside of their control) but instead focuses on what they can control: their response and attitude. Even in a bad situation, they know that the only thing they can always control is their response and perspective, and they make the most of these attributes.

  5. Wanting to be liked by everyone.
    Do you know any people pleasers or people who go out of their way to displease others to reinforce an image of strength? Neither position is good. A mentally strong individual aims to be kind and just, in addition to pleasing others if appropriate, but they are not afraid to speak up. They can deal with difficult situations where someone might become upset with grace, if possible.

  6. Worry over taking Risks.
    A mentally strong person is very willing to take calculated risks. This differs from taking foolish risks. However, with mental strength, an individual can weigh the risks and benefits thoroughly, consider the potential downsides and even the worst-case scenarios before taking action, and make a rational decision.

  7. Lament and become sentimental about a past event.
    A mentally strong person can avoid miring their mental energy in past disappointments or fantasies of the “glory days” in the past. Acknowledging and learning from past experiences, in particular, provides mental strength. Investing the majority of their mental energy in creating an optimal present and future is what mentally strong people do.

  8. Avoid Habitual Mistakes.
    The definition of insanity is when we take the same actions repeatedly while hoping for a better outcome than we got the last time. We all know what it means. A mentally strong individual acknowledges responsibility for previous actions and is willing to learn from errors. According to research, one of the greatest strengths of successful executives and entrepreneurs is their self-reflective, accurate, and effective way of thinking.

  9. Avoid the Green Monster trap.
    It takes strength of character to be genuinely pleased and enthused by other people’s achievements. Mentally strong people possess this skill. When others succeed, they don’t become jealous or resentful (although they may carefully observe what the individual did right). They work hard for their own success rather than taking shortcuts and are willing to do so.

  10. Surrender when they fail.
    The most outstanding entrepreneurs acknowledge that many failures characterized their first efforts. Every failure provides an opportunity to improve. Mentally tough individuals are willing to fail repeatedly as long as they can learn from each “failure.” They don’t fear being alone; they treasure and even enjoy it. During their downtime, mentally strong individuals reflect, plan, and accomplish things. They don’t need others to keep them happy and cheerful, so they don’t rely on others. They can enjoy being with others and also enjoy being alone.

  11.  Understand that the world owes them nothing.
    Employees and executives at all levels realize that the world does not owe them a salary, rewards package, and an easy life regardless of their education and preparation. People with mental strength are prepared to work and succeed on their own merits at every stage of life.

    Those who want immediate results will be disappointed. Even when they start a business or begin a workout plan, people with mental toughness are in it for the long haul. They know that they must take measured doses of time and energy and celebrate each step of success as they go. They have staying power and recognize that real change takes time.

    Are you mentally tough? What areas of these habits do you need to strengthen?
Change Your Habits Change Your Life


[1] https://www.amazon.com/Things-Mentally-Strong-Women-Dont/dp/0062847635


To upskill to the latest ‘Next Practice’ Find out more: https://bit.ly/GCCACXP


There are always more questions than answers 😉 However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative
Join us soon!

Leveraging Analytics to Create the Ultimate Customer Experience Ecosystem

Dr. Durrell Ramrathan, Ph.D

Dr. Durrell Ramrathan is for many an unsung hero carving a path for the rest of us to follow as he takes CX and Analytics to the next level. This recent keynote is exactly what |I am talking about, chokka block full of useful practical guidance and some great stories at the same time.

Watch the presentation here and download the transcript below.

You can reach out to Durrel at: Durel Ramrathan, Ph.D
and he is part of the groundbreaking CX team headed by Roland D. Naidoo over at #Multichoice.

Get the Transcript: https://bit.ly/CXAnalyticsTransacr


To upskill to the latest ‘Next Practice’ Find out more: https://bit.ly/GCCACXP


There are always more questions than answers 😉 However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative
Join us soon!

THESE ARE THE TOP 3 QUESTIONS CUSTOMER EXPERIENCE LEADERS ASK…

CONSISTENTLY IN THE TOP FIVE, THE ANSWERS MAY GIVE YOU THE INSIDE-TRACK

I am going to do a one-minute Q and A today. Do you know what the toughest questions Customer Experience Leaders Ask?

OK, Here we go.

Find out more: https://bit.ly/GCCACXP

Firstly,

QUESTION 1: Why do so many organizations struggle to become truly customer-centric?

ANSWER: They are using an out-of-date mindset. The thinking is borrowed from the industrial age when optimizing production and throughput was the thing. That way of thinking is about production management, efficiency, effectiveness, and waste elimination. Does that sound familiar? The mindset is not exactly customer focussed.

Next

QUESTION 2: What is (probably) the biggest hurdle to becoming Outside-In and customer-focused?

ANSWER: It is getting passed this industrial age mindset and all the things that come with it. For instance, it is our reward structure. It’s the approach to employee empowerment. Another one is rigid out of date linear processes and systems. I think you get the picture.

Alright, one more concern.

QUESTION 3: If listening to the customer is so important, then what is ‘best practice’ and the emerging next practice?

ANSWER: Often times many companies try to drive forward by only looking in the rear-view mirror. That is by listening to subjective perceptual historic feedback rather than paying attention to every interaction 100% of the time.

The GOOD news is…

In the ACX Masters program, we show you step-by-step how to handle these challenges so you don’t have to Fall into the Bear Pit.

You can get the full scoop and preview here at the BP Group site.

Cheers for now!

There are always more questions than answers 😉 However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative
Join us soon!

Check it out here: The ACX Master – online, in the room, live and interactive

https://bit.ly/GCCACXP


Continue reading “THESE ARE THE TOP 3 QUESTIONS CUSTOMER EXPERIENCE LEADERS ASK…”

WHAT IS THE MOST COMMON CUSTOMER EXPERIENCE PROBLEM CX PROFESSIONALS FACE?

SEEING THE WORLD AS IT IS CAN BE A CHALLENGE FOR SO MANY PEOPLE

The other day I was rewatching The Matrix – can you believe that was released in 1999?… but I digress.

One of the most interesting scenes is where Morpheus presents Neo with a choice of the red pill or the blue pill. What was Neo’s response to the offer? 

As described by Morpheus: “You take the blue pill…the story ends, you wake up in your bed and believe whatever you want to believe. You take the red pill…you stay in Wonderland, and I show you how deep the rabbit hole goes.” Neo chooses the red pill and joins the rebellion.

What will your choice be – Red or Blue?

Yes, he chose to see the world as it really is, not as it appeared to be….

That’s a lot like the choice companies face now. Do they carry on living in the blissful ignorance of a collective hallucination from the industrial age, or do they see the world as it really is now.

Maybe I’m geeking out on this a bit…

But when you’re as immersed as I am into Outside-In and Customer Centricity you just start seeing these little lessons everywhere… even in popular films.

We do a lot more about moving beyond the hallucination during the ACX Masters 4 day program. 

Check it out here: The ACX Master – online, live and interactive

https://bit.ly/GCCACXP


THIS 4-DAY course MAY CHANGE THE WAY YOU DO PROCESS FOREVER

WITH YOUR COACH STEVE TOWERS & BECOME A CPP MASTER

Four days to become a Certified Process Professional Master (CPPM) https://bit.ly/CPPM2022

#cppmaster #cpp #pmi #certifiedprocessprofessional #bpgroup

The Certified Process Professional Master (CPP Master) program.

Continue reading “THIS 4-DAY course MAY CHANGE THE WAY YOU DO PROCESS FOREVER”

MULTICHOICE SENIOR EXECUTIVE BECOMES THE WORLD’S FIRST FULLY ACCREDITED OKR COACH

[PRESSRELEASE] DENVER, COLORADO – August 31st, 2022

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.

Roland D. Naidoo, OKR Coach

In addition to this CXObession blog, there is now a ‘shorty’ video source at CXManSteve (@cxmansteve) TikTok | Watch CXManSteve’s Newest TikTok Videos

Also reach out for further #CX and #XM resources here: ​https://linktr.ee/stevetowers


Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

How to embrace and apply the key fundamentals of Customer Experience and XM success

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

Also reach out for further #CX and #XM resources here: ​https://linktr.ee/stevetowers

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.

A young fresh-faced 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.

Jeff Bezos

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Interview | http://bit.ly/STInnovation

The Complexity of Corporate Communication: How to get your message across!

The complexity of corporate communications

Corporate communication is a broad field that deals with the different public and internal facing aspects of a company. It involves various methods and approaches to share information about a company’s brand, products, services, employees, and so on with a broad internal and external audience.

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!

What Is Corporate Communication?

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.

Why is Effective Communication Important?

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.

Benefits of Effective corporate communication

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.

Types of Corporate Communication

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.

Summing up

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.