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All That We Share

 
           
 

NPS damned...

One of the leading customer-centric gurus is sounding off about the viability of NPS  as an effective measure in this interesting youtube snippet: 

The Customer Centrist - Episode 1: James Dodkins
NPS https://www.youtube.com/watch?v=x1owJ5_QZA0
           
 

Customer Experience - How to have your cake and eat it...



Astute CEO’s (think Jeff Bezos - Amazon, Tony Hsieh – Zappos, for instance) see a direct connection between Great customer experiences and winning the triple crown, i.e., lower costs of business, greater revenue and enhanced service.
 

Block Buster Update this week…

Fantastic Testimonial | NEW Webinar | Events Heads Up | New Articles

** Setting up the CX Management Office – NEW Webinar now **
The How to with guidelines and template to create the successful Customer Experience Management Office https://www.cemnext.com/cxmo 

** Upcoming CPP Masters and ACX Masters ** (now in the 25th year!)
Johannesburg | Dubai | Washington | Geneva | Sydney | Brussels
See http://www.bpgroup.org/training.html 

** New ACXP program attracts terrific feedback **We were blown away by this one
(see more recent at: http://www.bpgroup.org/testimonials.html )

"The training was transformative for me personally and also made a huge push in my professional life to define CX Strategy more clearly. 

I would like to thank James Dodkins from BP Group for an amazing learning experience at Accredited Customer Experience Professional Training in Denver. I especially loved his teaching style and CX classroom projects. 

I learned so much. Thank you James! James is a true wealth of knowledge in all areas related to Customer Success, Customer Experience and Customer Centric Process Design."
Sasha Stewart, Customer Experience Consultant, Logio Solutions LLC

** Recommended Conferences 2017 **

(and yes we are there too!)

Customer Experience Week Australia 2017 – Sydney 23-26 May 2017
http://www.customerexperienceevent.com.au

OPEXweek AUSTRALIA 2017 – Sydney – 25-28 July 2017
http://www.iqpc.com.au

OPEXweek Summer 2017 – San Diego – 21-23 August 2017
https://www.businessperformanceexcellencesummit.com

OPEXweek Global Summit 2018 – Orlando – 22-26 Jan 2018
https://www.opexweek.com

** THREE Articles **

* The 5 Critical Failures of 80% of Customer Experience initiatives
https://www.linkedin.com/pulse/5-critical-failures-80-customer-experience-steve 

** The five crucial things successful CX companies do every day
https://www.linkedin.com/pulse/five-crucial-things-successful-cx-companies-do-every-steve

*** Don’t give the Customers choices? 
https://www.linkedin.com/pulse/dont-give-customers-choices-how-easily-provide-best-steve 

I told you that was a biggy eh? See you the inside soon. Cheers, Steve
http://www.stevebtowers.com | http://www.bpgroup.org
 

Don’t give the Customers choices? How to easily Provide the best Customer Experience.

The smartest companies don’t give you much choice. They don’t ask you what you want, they know what you need and that simplicity, as it turns out keeps costs down, boosts service and grows revenue.
This counter intuitive approach to customer experience is, according to Siegel+Gale, preferred by two out of every three customers. Interestingly we are more likely to recommend a brand that saves us time and makes it easier to buy, hence the German supermarket chain, Aldi, with few choices and focus on quick in-out for the regular shop, tops Siegel+Gales 2017 simplicity league.

Fellow German competitors Lidl are a close second with a similar proposition aligned towards successful customer outcomes – getting in easily, moving around and selecting quickly, paying lower prices, and fast exit. This simplicity isn’t however just the province of global discount chains as the top six for simplicity include Netflix, Google and Amazon whose respective digital experiences all boast ease of use, quick to results and great touchpoints.
As a Netflix customer I am...
review the complete article and access the Simplicity League from Siegal+Gale on LinkedIn Pulse 
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Accredited CX Professional, Masters & Champions (ACXP, ACXM, ACXC) Program


An internationally recognized program with proven track record delivered by been there and done it coaches more than 180 times, in 64 cities with delegates from 118 countries.
The program, now in its eleventh 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 or ACXP and demonstrate your professionalism http://www.bpgroup.org/training.html

 
 
   
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