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ANSWER: They are using an out-of-date mindset.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.
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 Another one is rigid out of date linear processes and systems.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!
[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.
The Global Change Architect of the Year is announced! And the 2021’s award goes to… Edwin de Lange in South Africa.
The BP Group and Affiliates are pleased to announce the winner of this years prestigious ‘Change Architect of the Year’ Award goes to Edwin de Lange, Manager: Customer Experience Design at Mercantile Bank, South Africa.
The Award, now in its fourth year, recognises the formidable achievements of the winner in delivering both personal, professional and business transformation in the organisations they work with.
Over the last few years, Edwin has progressed his professional credibility and qualifications and is acknowledged as one of the most accomplished and recognized African Customer Experience leaders.
His perspective on Customer Experience Management is both grounded in reality and backed up with sharp-end practical accomplishments and success. An inspiration to his colleagues and peers it is a well-deserved honor that once again sets the bar even higher for those wishing to push the boundaries and application of business transformation.
Edwin’s recent licenses and certifications qualifications include:
Prior to joining Mercantile Edwin worked for Old Mutual and All Life in the financial service sector in South Africa.
Selected by their immediate peers and fellow professionals the Change Architect of the Year now appears in the ‘Change Architects Hall of Fame’ – Edwin de Lange is now acknowledged as this years ‘Global Change Architect for 2021’.
The Global Change Architect of the Year is announced! And 2020’s award goes to Roland D Naidoo in South Africa.
The BP Group and Affiliates are pleased to announce the winner of this years prestigious ‘Change Architect of the Year’ Award goes to Roland Naidoo, Head of Customer Operations at Multichoice in Africa.
The Award, now in its third year, recognises the formidable achievements of the winner in delivering both personal, professional and business transformation in the organisations they work with.
Roland Naidoo is a Chief Coach and Mentor for several hundred people and has pioneered the integration of Customer Experience Management by changing the methods, approaches and measures of success to innovate within his organisation.
Over the last few years Roland has also led the upskilling of more than 150 colleagues across the business with professional qualifications in Customer Experience and Process Management and now co-ordinates a team of 20+ qualified ACX Mentors who in turn are coaching, transferring the skills and leading their teams with advanced Customer Experience Management Methods.
Prior to joining Multichoice Roland worked in the banking sector and technology companies in South Africa.
Selected by their immediate peers and fellow professionals the Change Architect of the Year now appears in the ‘Change Architects Hall of Fame’ A charismatic leader Roland is now acknowledged as this years ‘Global Change Architect for 2020’.