The Certified Process Professional workshops. A few seconds of video enough to know it is very hands on - learn by doing. When was the last time a standardised test truly evaluated your capability? It is not about recall, it is about understanding and practical application. This hashtag shows you much more :) #certifiedprocessprofessional
Turning your customers into long term assets
 |
| The Customer is King. What? Seriously? |
However customer experience is often associated with the soft and fluffy pop management sentiment that the customer is king, and typically lacks a clear objective contribution to business success.
Hence it is dismissed by serious business executives who focus their attention on production line based approaches that seem more tangible offering improved efficiencies and lower costs.
Prepare to reframe that thinking. Customer Experience Management (CEM), as practiced by several of the worlds leading companies, is science based and enables organizations to consistently win the triple crown – simultaneously lowering costs, improving service and growing revenues. What can be more tangible in terms of achieving business success?
So let’s get scientific about the customer experience. Being a customer-centric business today means more than treating customers like kings. It requires discipline, method and intent. It means engaging customers like people, connecting with them in unique and authentic ways, building and maintaining a relationship with them over the long-haul.
10 ways to know whether the customer comes first
Stop making dumb things happen faster for less money!
A lot of companies pay lip service to customer-centricity,
write contributors Steve Towers and James Dodkins, but not many “walk
the talk”. Here are 10 differences between inside-out and outside-in
companies.
There is a lot of talk today, more than ever, about customer
centricity, |
Reflecting on his success - a Virgin still?
This video from a few years ago captures both the man and the moment.
He goes from strength to strength and this quote epitomizes his credo “I believe that drudgery and clock-watching are a terrible betrayal of that universal, inborn entrepreneurial spirit.”
The video, 26 minutes long, may be adequately summarized by someone just as equally radical in their own way, "The reasonable man adapts himself to the conditions that surround him... The unreasonable man adapts surrounding conditions to himself... All progress depends on the unreasonable man." George Bernard-Shaw.
Rock on Richard, carry on challenging and changing. At the end of the day it is the customer who wins because of you.
He goes from strength to strength and this quote epitomizes his credo “I believe that drudgery and clock-watching are a terrible betrayal of that universal, inborn entrepreneurial spirit.”
The video, 26 minutes long, may be adequately summarized by someone just as equally radical in their own way, "The reasonable man adapts himself to the conditions that surround him... The unreasonable man adapts surrounding conditions to himself... All progress depends on the unreasonable man." George Bernard-Shaw.
Rock on Richard, carry on challenging and changing. At the end of the day it is the customer who wins because of you.
Accredited Champions, Professionals and Masters.
This year we are pleased to announce several new organizations stepping up to achieve Accredited Status. It is a recognition of the investment and desire to transform business processes positively and deliver exceptional customer experiences, whether those customers are consumers, other businesses or internal departments. Congratulations to all the individuals, sponsors and companies!
Accredited Champion Organisations
have achieved a minimum of two or
more CPP Champions
Modern Pharmaceutical Company |
| British Nuclear Fuels |
| IQ BUSINESS (South Africa) |
| MEDICLINIC |
| Bbraun |
| Caravel Group (NZ) Ltd |
| Old Mutual |
| The Nature Conservancy |
Upcoming Session
Accredited Master Organisations
have achieved a minimum six or more CPP Masters
| Workers Compensation Board |
| Citibank |
| ABSA |
| Bank of Valletta |
| AIA |
| Ergon Energy |
| Nedbank Limited |
| Cap Gemini |
| Aspire Group |
| Uganda Revenues |
| IQ BUSINESS (South Africa) |
Accredited Professional Organisations
have achieved a minimum of six or more CPP Professionals
| WCB |
| Reliance |
| EQUATE Petrochemicals Co |
| Manulife Indonesia |
| SunGard |
| Nigeria LNG |
Upcoming Session
Where is your work ethic mate?
(from the desk of James Dodkins)
About that time, a businessman came walking down the beach, trying to relieve some of the stress of his workday. He noticed the fisherman sitting on the beach and decided to find out why this fisherman was fishing instead of working harder to make a living for himself and his family.
"You aren't going to catch many fish that way," said the businessman to the fisherman, "you should be working rather than lying on the beach!" The fisherman looked up at the businessman, smiled and replied, "And what will my reward be?"
"Well, you can get bigger nets and catch more fish!" was the businessman's answer. "And then what will my reward be?" asked the fisherman, still smiling.
The businessman replied, "You will make money and you'll be able to buy a boat, which will then result in larger catches of fish!" "And then what will my reward be?" asked the fisherman again.
The businessman was beginning to get a little irritated with the fisherman's questions. "You can buy a bigger boat, and hire some people to work for you!" he said. "And then what will my reward be?" repeated the fisherman.
The businessman was getting angry. "Don't you understand? You can build up a fleet of fishing boats, sail all over the world, and let all your employees catch fish for you!" Once again the fisherman asked, "And then what will my reward be?"
The businessman was red with rage and shouted at the fisherman, "Don't you understand that you can become so rich that you will never have to work for your living again! You can spend all the rest of your days sitting on this beach, looking at the sunset. You won't have a care in the world!"
The fisherman, still smiling, looked up and said, "And what do you think I'm doing right now?"
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