CX is a Team Sport. Are You Ready To Win Big?

We have known for a long time that most senior leaders are fiercely competitive. They enjoy competitive sports in general.

It is therefore disturbing that Customer Experience (CX) adoption has not been more rapid and widespread, given that business is, after all, a highly competitive team sport.

CX is a Team Sport – Play It To Win

Operating a company without a laser-like focus on customer success and alignment of everyone and everything to successful outcomes is akin to preparing for a major sporting event with only a list of important players, no playbook, and no preparation.

Soft and Fluffy

On the other hand, we recognize that the majority of the existing training and literature on customer experience does little to speed up the adoption process.

Unfortunately, much of what has been written and taught about customer experience has been subjective, and oftentimes perceived as ‘soft and fluffy’.

Disregarded at the top table as wishful thinking, disconnected from the reality of daily business, and surrounded by people great at talking but not walking.

Connections between strategy, organizational design, process management, people concerns, and digital/technology may not even be on the agenda.

It’s no surprise, therefore, that customer experience thinking has become to management philosophy what fairy tales are to children. Charming but not grounded in the real world.

The more you think about it, the more you realize that part of the reason senior leaders don’t ‘get it’ it was that consultants and CX internal leadership couldn’t sell and deliver the true benefits. For instance, a typical reliance on fragile subjective metrics doesn’t help.

There has never been a time where there has been a need to get more scientific about CX. For instance, there are many examples concerning a favored approach to CX measurement, Net Promoter Score (organizational abused and misused). So much so that the original inventor of NPS, Fred Reichheld, says ‘I had no idea how many people would mess with the score to bend it, to make it serve their selfish objectives’.

If CX thinking and practice is to build long-term success, it must deliver business results and move toward forward-facing, objective, and connected measurement systems. Also, helping the organization ‘connect the dots and appreciate that everyone has a role to play in delivering successful customer outcomes.

The BP Group’s North Star is indeed this upskilling of practitioners, professionals, and masters of Customer Experience. We teach an underpinning approach that has been tried, tested, and deployed in leading global corporations which aims to educate, inform and deliver immediate results that both charm senior leaders, excite customers, and consistently deliver growing shareholder value.

CX is indeed a team sport – let’s play it to win.
You can Review the program here: https://bit.ly/ACXP2022.


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

Step #2 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #3 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #4 – Keep Pace with Change:

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

Step #5 – Recent Article – Customer Obsession:

LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

And for now, review this:

Your definition of Customer Experience is/may be wrong (3-minute video) http://bit.ly/CXDefined

CX POWER Hour webinar

In just 60 minutes we will evaluate the 4 elements of a Customer Experience Management Ecosystem and how they can provide your organization with a company-wide ecosystem of CX management that focuses all of your team’s efforts and resources on delivering amazing customer experiences.

We are doing a CX POWER Hour this coming Wednesday 1 PM EDT/ 10 AM PDT Expert hosts include James Dodkins aka CX Rockstar, Doug Bell, Mitch Belsley (The Experience Manager) and Steve Towers BP Group.

Register here: CX_POWERUP_2019

Why you should attend

In just 60 minutes we will evaluate the 4 elements of a Customer Experience Management Ecosystem. We will review how the 4 elements can provide your organization with a company-wide ecosystem of CX management. This then focuses all of your team’s efforts and resources on delivering amazing customer experiences.

What we will cover

1. Operationalizing Experience Designs

(How do you create and socialize simple experience designs that everyone in the organization will be able to understand?)

2. Measuring successful customer outcomes instead of business outputs

(Are you still relying on subjective NPS and VOC data to drive your CX analytics program?)

3. Focus every employee in the company every single day on CX innovation and improvement

(Are you harnessing the power of feedback and ideation from your employees?)

4. Evolve and improve your experiences in days not months.

(How long is it taking you to go from idea to implementation?)

Register Now: The CX Power Hour 2019

James Dodkins, one of the hosts, has keynoted in the USA, Argentina, Mexico, UK, Australia and Germany in the last six months.

You will Win the Triple Crown

When you align your business around an understanding of your customer, you can increase your ability to grow revenue, significantly reduce cost, radically boost customer loyalty and engagement, tighten controls – and increase your competitive strength.

The Panel of Global Experts

Meet and discuss with our world-renowned team of Customer Experience Management innovators including… Doug Bell, James Dodkins, Mitch Belsley and Steve Towers will share proven strategies, tactics and tips to help position your customer ‘front and center’ – while addressing your real-world challenges of limited resources and competing priorities.

I very much hope you can join me and my colleagues!
Here is the registration link

All the Very Best!
Steve


Your team in Colorado

  • Doug Bell, CEO The Experience Manager
  • Steve Towers, Chief Evangelist, BPG
  • Mitch Belsley, CEO The Experience Manager

P.S. I suggest you follow The Experience Manager on LinkedIn and stay up-to-date on how to radically improve your customer and employee experiences. We focus the ‘next practices’ of the world’s leading CX companies that will help your organization do a better job designing, developing and delivering great customer and employee experiences.