Hot foot from the Singapore PEX Asia 2014 event (see the twitter stream at #singcpp)
Getting it together
We are all in this together. So let’s smile, join hands and get on with it.
PEX conference rocks the USA - video, case studies and winners
The PEX USA event provides the community with an opportunity to share and learn from each other. 2014 really moved the agenda forward with many case studies featuring the migration of process thinking towards successful customer outcomes.
For an overview of the key themes reference the article by Diana Davies.
In addition to great sessions and workshops the Annual Awards program provided an opportunity for global organizations to show their approaches and share the success stories.
Central to the Awards process is the judging panel who review throughout the previous 12 months tremendous entries. The video is an overview of 2014 proceedings.
You can review the entries, winners and runner-ups here. It is worth noting that across the eight categories the 15 winners were represented by six entries featuring BP Group Certified Process Professional Masters. Just shows how far we have traveled on the journey from industrial age thinking towards 'the Customer Experience is the Process'. More to come I am sure :)
In the next article on www.successfulcustomeroutcomes.net we will feature two of the winners - Singtel and The Nature Conservancy.
For an overview of the key themes reference the article by Diana Davies.
In addition to great sessions and workshops the Annual Awards program provided an opportunity for global organizations to show their approaches and share the success stories.
Central to the Awards process is the judging panel who review throughout the previous 12 months tremendous entries. The video is an overview of 2014 proceedings.
You can review the entries, winners and runner-ups here. It is worth noting that across the eight categories the 15 winners were represented by six entries featuring BP Group Certified Process Professional Masters. Just shows how far we have traveled on the journey from industrial age thinking towards 'the Customer Experience is the Process'. More to come I am sure :)
In the next article on www.successfulcustomeroutcomes.net we will feature two of the winners - Singtel and The Nature Conservancy.
Recommended Reading list for 2014
The reading list this year is a collection of recommendations from folks like Seth Godin, Malcolm Gladwell, Ken Robinson et al. Food for thought and something for everybody.
Outside-In The Secret.
Order here via Lulu
Order here from Amazon
Download the supporting podcast
Review a 15 minute interview on the theme OutsideIn
Read the Blog
Attend the Coaching & Training
Join the Outside-In community
Access Outside-In Coaches, Trainers & Masters
Download a recent presentation
Participate at the
BP Groups events
Tesla and alternative futures of alternative energy
Leadership on the Line
Imperfection
The Gifts of Imperfection: Let Go of Who You Think You're Supposed to Be and Embrace Who You Are
The Master Switch
The Master Switch: The Rise and Fall of Information Empires (Borzoi Books)
Confessions of Google Employee...
The Consuming Instinct
The Consuming Instinct: What Juicy Burgers, Ferraris, Pornography, and Gift Giving Reveal About Human Nature
The Beauty of Different
Thinking Fast and Slow
Uncle Matt visits North Carolina and Washington DC
A frenetic week saw me visit Cary in North Carolina and Arlington in Virginia.
Both beautiful places when the weather is warm. It wasn't this week. The people however where very much so :)
Following my time in Cary I then moved north to DC and spent time with a terrific bunch of guys just outside of Washington DC at The Nature Conservancy.
The leader of the team there is someone I profoundly respect and has demonstrated over the years a practical and fundamental understanding of Outside-in.
Erika Westbay is one of lifes special souls. Here is the snap we took today.
Erika is also a judge for IQPC's PEX Network and you can meet her next month in Florida at the annual get together: http://www.pexweek.com/
PS. Erika is the attractive one on the left. I am the cuddly one on the right.
Both beautiful places when the weather is warm. It wasn't this week. The people however where very much so :)
Following my time in Cary I then moved north to DC and spent time with a terrific bunch of guys just outside of Washington DC at The Nature Conservancy.
Erika Westbay is one of lifes special souls. Here is the snap we took today.
Erika is also a judge for IQPC's PEX Network and you can meet her next month in Florida at the annual get together: http://www.pexweek.com/
PS. Erika is the attractive one on the left. I am the cuddly one on the right.
We have got to get scientific about the customer experience.
Off with their heads! (Credit: Walt Disney Pictures)
In a recent survey of more than 2,000 Top Team respondents globally we found that more than 70% said how important effective measures of customer satisfaction were needed.
And yet more than 80% of these then used non scientific approaches to measure satisfaction eg. CSi and NPS.
Worse than that more than half then used those measures to inform strategy for the future approaches of their organizations.
Ever felt like you fell down the rabbit hole?
We have got to get scientific about the Customer Experience
Max Ehrmann, "Desiderata" > This will give you food for thought, and if it doesn't you are lost.
Go placidly amid the noise and haste, and remember what peace there
may be in silence.
As far as possible without surrender be on good terms with all persons.
Speak your truth quietly and clearly; and listen to others, even the dull and the ignorant; they too have their story.
Avoid loud and aggressive persons, they are vexations to the spirit. If you compare yourself with others, you may become vain and bitter; for always there will be greater and lesser persons than yourself.
Enjoy your achievements as well as your plans.
Keep interested in your own career, however humble; it is a real possession in the changing fortunes of time.
Exercise caution in your business affairs; for the world is full of trickery. But let this not blind you to what virtue there is; many persons strive for high ideals; and everywhere life is full of heroism.
Be yourself. Especially, do not feign affection. Neither be cynical about love; for in the face of all aridity and disenchantment it is as perennial as the grass.
Take kindly the counsel of the years, gracefully surrendering the things of youth.
Nurture strength of spirit to shield you in sudden misfortune. But do not distress yourself with dark imaginings.
Many fears are born of fatigue and loneliness. Beyond a wholesome discipline, be gentle with yourself.
You are a child of the universe,
no less than the trees and the stars; you have a right to be here.
And whether or not it is clear to you, no doubt the universe is unfolding as it should. Therefore be at peace with God, whatever you conceive Him to be, and whatever your labors and aspirations, in the noisy confusion of life keep peace with your soul.
With all its sham, drudgery, and broken dreams, it is still a beautiful world. Be cheerful. Strive to be happy.
As far as possible without surrender be on good terms with all persons.
Speak your truth quietly and clearly; and listen to others, even the dull and the ignorant; they too have their story.
Avoid loud and aggressive persons, they are vexations to the spirit. If you compare yourself with others, you may become vain and bitter; for always there will be greater and lesser persons than yourself.
Enjoy your achievements as well as your plans.
Keep interested in your own career, however humble; it is a real possession in the changing fortunes of time.
Exercise caution in your business affairs; for the world is full of trickery. But let this not blind you to what virtue there is; many persons strive for high ideals; and everywhere life is full of heroism.
Be yourself. Especially, do not feign affection. Neither be cynical about love; for in the face of all aridity and disenchantment it is as perennial as the grass.
Take kindly the counsel of the years, gracefully surrendering the things of youth.
Nurture strength of spirit to shield you in sudden misfortune. But do not distress yourself with dark imaginings.
Many fears are born of fatigue and loneliness. Beyond a wholesome discipline, be gentle with yourself.
You are a child of the universe,
no less than the trees and the stars; you have a right to be here.
And whether or not it is clear to you, no doubt the universe is unfolding as it should. Therefore be at peace with God, whatever you conceive Him to be, and whatever your labors and aspirations, in the noisy confusion of life keep peace with your soul.
With all its sham, drudgery, and broken dreams, it is still a beautiful world. Be cheerful. Strive to be happy.
10 ways to deliver customer success. Immediately.
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, client focus, customer experience strategy and Outside-In.
Many organizations have adopted aspects of these disciplines and where
many have achieved monumental success others have fallen by the wayside.
Why is this? The problem is perception.
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Is your company just paying lip service to customers?
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The tip of the iceberg
Most process improvement techniques focus on only a small portion of the
improvement potential in every processŠ the tip of the iceberg if you will.
How big is the opportunity resting out of our sight, hidden below the
waterline of current practices?
Recent research by the BP Group suggests that 70 to 90 percent of the work
people do comes directly from process Points of Failure and Causes of Work
and this work is NOT part of the 'job' for which these people were hired!
Instead, this is non-value add work that takes away from people¹s ability to
do their job.
Does this sound familiar? Can you identify places where these Points of
Failure and Causes of Work are distracting you from what you really want to
be doing?
Are you required to fill out this form, check up on that order, or follow-up
on those activities? Do you get tasked with finding the answer, knowing the
rules, fighting that fire or explaining why you did this or that?
Fixing affects (the tip of the iceberg) only gets us so far. To create real
change in how efficiently we use our time requires us to focus on
eliminating the Causes of Work (the rest of the iceberg).
This is the first step we must take in aligning our businesses for success
in the 21st Century.
Kindest Regards
James Dodkins
Chief Customer Officer
BP Group
improvement potential in every processŠ the tip of the iceberg if you will.
How big is the opportunity resting out of our sight, hidden below the
waterline of current practices?
Recent research by the BP Group suggests that 70 to 90 percent of the work
people do comes directly from process Points of Failure and Causes of Work
and this work is NOT part of the 'job' for which these people were hired!
Instead, this is non-value add work that takes away from people¹s ability to
do their job.
Does this sound familiar? Can you identify places where these Points of
Failure and Causes of Work are distracting you from what you really want to
be doing?
Are you required to fill out this form, check up on that order, or follow-up
on those activities? Do you get tasked with finding the answer, knowing the
rules, fighting that fire or explaining why you did this or that?
Fixing affects (the tip of the iceberg) only gets us so far. To create real
change in how efficiently we use our time requires us to focus on
eliminating the Causes of Work (the rest of the iceberg).
This is the first step we must take in aligning our businesses for success
in the 21st Century.
Kindest Regards
James Dodkins
Chief Customer Officer
BP Group
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