25 Critical Customer Service statistics for Customer Experience

The world of Customer Experience is full of hyperbole. What about the measurements, the data that provides the evidence we all feel that the most important thing a business can manage is its customers? Here is a collection of data from many sources.
Useful when you are making the case :)

You can download this analysis from http://bit.ly/25CustomerStats
Do you have any stats from validated sources to share?

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Certified Process Professional Masters Champions (CPP-Master) Program

http://www.bpgroup.org/book-class.html

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

CPP Champion Erika Westbay is the best in the world!

The annual PEX conference features great talks, excellent networking and the yearly Awards for outstanding projects and achievements.

As always the bar keeps getting higher and we are thrilled to announce that Erika Westbay, Programme Director at the Nature Conservancy and
BP Groups first ever CPP Champion (back in 2006) has now achieved another world first as the 2016 'Community Contribution of the Year'.

It is a huge appreciation from the community for the effort and success Erika has achieved both within her own organisation and the world at large.

Erika Westbay 'Community Award of the Year'

Congratulations Erika and keep pushing us on to achieve more!

Here is the list of complete winners:

Category: Best Process Improvement Project Under 90 Days
Winner: MI Department of Licensing & Regulatory Affairs (LARA)

Category:Best Business Transformation Project
Winner: Optus

Category: Best Project Contributing to Customer Excellence
Winner: Bristol-Myers Squibb Manati

Category: Best Technology-Enabled Process Improvement Project
Winner: Globe Telecom

Category: Best Start Up Business Process Excellence Improvement Program (Under 2 Years)
Winner: Dos Pinos

Category: Best Business Process Excellence Improvement Program (Over 2 Years)
Winner: Lockheed Martin

Category: Most Innovative Approach to Driving Culture Change
Winner: BASF Corporation

Category: Program Director of the Year
Winner: Sridhar Krishnan (Catalent Pharma Solutions)

You can review this years and the 2017 event via www.pexweek.com

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

http://www.bpgroup.org/book-class.html

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.

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

http://www.bpgroup.org/book-class.html

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Dubai CPP Masters achieve successful outcomes

Delegates from UAE, Qatar, UK and Nigeria gathered at the Crown Plaza in Dubai and following an intensive session reviewing case studies of more than 20 Outside-In organisations achieved certification. 


Well done guys! Review the happy campers. There are now more than 700 Certified Process Professionals in the GCC region, a list of recent Middle East companies includes several emergent global leaders (see below).

Team Falcon (Mike in the middle is the captain!)

Team Galaxy - their stars shone bright.

The Hunters have their prizes - CPP Master certificates

Triple Crown Plus share the honors

Do you want to get in the picture? 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

http://www.bpgroup.org/book-class.html

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Amazon - I love you but you gotta stop this quick!

Amazon are iconic. They set the bar very high with radical new ways of delivering successful customer outcomes, whether it is Prime, Prime Instant (deliveries in 2 hours) or the Dash buttons. Quite exceptional but at what cost?

I buy stuff every week, and once a month order 'magic paper', usually 10 rolls at a time. For the last three months I have also received a mountain of cardboard, plastic fuller and some very tired drivers. Why?
Something has gone very wrong at the Scotland Amazon depot who see fit to send every order separately packaged.

Let me walk you through the waste tip that has become our hall...

Item ordered - one legamaster roll x 10

Delivery as it arrived

And then all the resulting open boxes

With finally the pile of trash for the disposal 

Legamaster rolls packed nicely in original packaging (ten rolls)

Now unpacking and bursting all that fancy bubble wrap took 40 minutes of mess. Please please Mr. Bezos I do not know what is happening at the Scottish distribution centre  but please get it fixed quick -  otherwise you will have the world and his brother of environmentalists screaming wasteful capitalists! And you and your loyal customers do not need that.

Do you want to get in the picture? 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

http://www.bpgroup.org/book-class.html

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Certified Process Professional Level 5

CPP Masters (Level 5) - join the elite in the process industry

Here's the CPP Level 1-5 program - http://bit.ly/CPPLevel1

Do you want to get in the picture? Join us soon at a session in a city near you...

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters & Champions (CPP-Master) Program

http://www.bpgroup.org/book-class.html

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Certified Process Professional Level 4

Certified Process Professional Masters (Level 4) and INNOVATION



Here's the CPP Level 1-5 program - http://bit.ly/CPPLevel1

Do you want to get in the picture? Join us soon at a session in a city near you...

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters & Champions (CPP-Master) Program

http://www.bpgroup.org/book-class.html

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html

Certified Process Professional Level 3

And now CPP Level 3. Hands-on interactive Innovation!

Here's the CPP Level 1-5 program - http://bit.ly/CPPLevel1

Do you want to get in the picture? Join us soon at a session in a city near you...

Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success

Certified Process Professional Masters & Champions (CPP-Master) Program

http://www.bpgroup.org/book-class.html

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.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html