So much drivel is talked about the Customer Experience. This is the BP Groups take on this very important topic.
Showing posts with label BP Group. Show all posts
Showing posts with label BP Group. Show all posts
Eight ways to embrace the Enlightened Customer
"We are trying so
hard but achieving so little" this phrase echoes around many organisations
who are trying desperately to form and execute a customer
centric vision and culture. Why is it proving so hard?
Guest blog: James Dodkins
The first thing we need to understand is that in the 21st
century our customers are very different animals. Both you and I as customers
have transformed beyond recognition, our changing attitudes and habits make us
very difficult to keep up with. Some people have described this phenomenon as
the ‘Enlightened Customer’ and it takes an enlightened
organisation to deliver outstanding service to this new breed.
The
spread of the internet has been the catalyst for this change in customers, we
are all connected to each other, we are connected all of the time without
exception, we are connected through many different devices and mediums, we are
living in an always-on world.
Because customers have been exposed to more of the world... Read the full story (and get access to a FREE hands-on Customer Experience session)....
You
can also get a sneak preview here: https://bit.ly/CEMLeaders
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
Customer Experience Management (CEM) definition
Honestly, someone has got a grip on this. How can a definition be so difficult to come by? They are either soft, fluffy and meaningless or, try as they might, nothing to actually do with delivering successful customer outcomes. So there you have it, and here is the definitive definition:
Customer Experience Management (CEM or CXM) is a strategic approach used most commonly as a competitive differentiator. It involves aligning every aspect of an organisation towards the delivery of customer needs and successful outcomes no matter how far removed the customer is perceived to be.
This includes:
• Customer journey – what the customer does, expects and feels.
• Customer Interactions.
• Supporting internal process.
• Associated team and hierarchy structures.
• Performance metrics.
• Digital capabilities.
• Vision, mission & strategy.
Typically companies who engage in Customer Experience Management activities out perform those who do not.
Towers-Dodkins
"We have got to get more scientific about the Customer Experience"
Explore further with us...
www.stevebtowers.com
www.stevebtowers.com
5 Word of Mouth Impacts on the Customer Experience
Word of Mouth
- 95% of dissatisfied customers tell others about their bad experience (Dimensional Research)
- 74% of consumers identify word-of-mouth as a key influencer in their purchasing decision. (Ogilvy, Google and TNS)
- 88% of people trust online reviews written by other consumers as much as they trust recommendations from personal contacts. (Bright Local)
- High satisfaction rates result in 2-12 times higher recommendation ratings. (Market Force)
- One happy customer can equal as many as 9 referrals. (American Express)
Are you with CX yet? Join your fellow professionals in getting more scientific about the Customer Experience.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
Icebreaker awesomeness
Join James Dodkins for this quick, effective and fun icebreaker. Easy to do and always creates an enthusiastic buzz as a prelude to any meeting, seminar or training session.
For more join us...
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
For more join us...
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
Get Foundations for Customer Centricity with compliments
One from the archives in 2007 before Holacracy became a fashion ;-)
Strange to think we didn't have iphones or even smart phones then.
(That's my excuse for the vid quality).
If you want a bang up todate version of the latest thinking and practice then we have a special offer - in fact Foundations for Customer Centricity (James Dodkins) is FREE. It is a fun read with terrific testimonials from guys like Seth Godin - get it here: http://bit.ly/cxFoundations
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Strange to think we didn't have iphones or even smart phones then.
(That's my excuse for the vid quality).
If you want a bang up todate version of the latest thinking and practice then we have a special offer - in fact Foundations for Customer Centricity (James Dodkins) is FREE. It is a fun read with terrific testimonials from guys like Seth Godin - get it here: http://bit.ly/cxFoundations
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
Super Fast track Customer Experience Management - fill in the blank simple
Excitement is mounting at CEM Towers. We are literally hours away from revealing the new breed of 'fill in the blank simple' Customer Experience Management projects. 
In the next beta release we will be offering all the existing CPP Masters, so if that is you - await the email in the coming days :)
Meanwhile here are some studio shots of the creatives underway...If you would like to get your feet on the first rung of the ladder drop us a line explaining why to gotta.geton @ cemtowers.com (without the spaces).
See y'all soon
Steve & James
Join us soon at a session in a city near you...
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success
Certified Process Professional Masters Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
Certified Process Professional Masters deliver in Sydney
The new batch of CPP Masters pushes the Australia registered Certified Process Professionals past the 1,000 mark - congratulations to the guys from Australia, New Zealand, UK, Italy and Chile.
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters
 |
|
From left to right – Ryan Ashby, Michael
Chen, Rebecca Ciavarella, Domenico Pinto, Gabrielle Caputi, Lyall Shapiro,
Lisa Chung, Pauline Knight, Marcelo Correa and Neal Ross. |
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters
(CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html
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