Tag: outsidein

Is Your Call Centre killing Great Customer Experiences? (Part 2 of 3)

Contact center metrics may be crippling you

Part Two. In Part One we reviewed how poor metrics drive bad behaviours. Lets dig deeper with a typical scenario…

And if you think this experience is unusual grab a coffee and google ‘poor customer experiences’.

Leadership Delusion

The leadership team can talk until they are blue in the face about customer centricity but if they insist on metrics designed for running factories everyone suffers. Here’s another typical conversation:

In all three instances the customer did not achieve a Successful Outcome.
In fact there is now more effort required by the customer, and also more cost and time to be incurred for the organisation if the customer does follow through. If the customer doesn’t bother that is more potential revenue lost.

So how does this organisation look to the browsing customer?
Pretty awful to say the least.

We know why this is so. Organisations like this are focused on measuring Outputs, rather than measures of Successful Customer Outcomes. If it is so obvious why is it so many persist in this Failure-Demand cycle?

Because they are measuring the wrong things.
And guess what? Yes, they will have automated those measurements and put them on fancy management dashboards so everyone can feel happy. Except the customer of course. But what does that matter?

In Part Three – a big reveal. A couple of techniques that will help shape Successful Customer Outcomes brought to you from companies like Amazon, Zara, Zappos and Emirates.

Now, please remember if you pay people to do dumb stuff they will get really smart at it.

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

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

I have just done a 3 minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference

Then follow these steps….

Step #1 – Get The Book:
Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #2 – Get The Training:
Certified Outside-In Master® | https://bit.ly/COIM2021
Certified Process Professional Master®  | https://bit.ly/CPPM21
Accredited Customer Experience Master®  | https://bit.ly/ACXM2021

Step #3 – Get the Software:
The Experience Manager | https://bit.ly/TEM2021

Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021

Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation

Step #6 – New Article – Customer Obsession 
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN

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

Second — you 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



Innovation Masterclass in 13 minutes… seriously!

The CEMMethod Six Step Innovation (6Si) approach is sure to win hearts and minds of those needing to Innovate in organizations suffering Covid Shock.

If you like I let me know – I have a couple of neat bonuses in the swing.

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 5 Secret Steps to Process Masterdom

Do you ever have that sneaky feeling that we can get so much more out of our business processes? Are you Struggling to get support from the organization for your change? Are you curious about what are the best proven techniques (that go way beyond Lean and Six Sigma)?

If so you are in the right place!

THE USE OF THE RIGHT APPROACHES WILL REDUCE COSTS BY AT LEAST 30% (and at the same time significantly improve customer satisfaction!) – 100% Guaranteed

Steve Towers

This FOUR day 5 Hours per day program shows you how using the REAL LIFE work you are doing! Come get upskilled and take back IMMEDIATE improvements that realise tangible benefits from the get-go.

Review the Preview here: https://experienceprofessional.com/cppm_preview

REVIEW THE CPP MASTERS HERE

Here are just some of the recent testimonials:

Let me take this opportunity to thank Mr Steve. Your teachings are timeless and they stick perfectly and forever in our minds. We shall never forget you wherever we find ourselves on this planet. Thank you so much, Steve 🙏

Benignus Otmar, Tanzania


Thank you, the experience was enlightening, empowering, educating, encouraging and engaging.

Natasha Doren, South Africa

Thank you, Steve, I have never enjoyed anything more than the CX course, The weight of knowledge I gained and the enlightenment that I got is indescribable.

Reem Elsadig, Sudan


Thanks Steve for such an excellent program, the dedicated manner you use to share with us your wonderful knowledge and wisdom in CX, and time to response all our questions! God bless you, thanks a lot!

Yanese Angeles, Dominican Republic

You started me out on this journey my friend. Thanks for letting me live out my passion!

Molly Redenbaugh, Iowa, United States


Thank you! It’s been an amazing journey and you have been a great mentor.It was an honor taking your class, I am now a confident CPP Master🙏🏾

Masele Masudi Msita, Tanzania

Thank you Steve for high-quality wonderful Master. I thought the course was brilliant.Thank you for everything.

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

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