Six CX Facts that will shake you

The Bottom Line

  • 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect)
  • 60% of consumers have higher expectations for customer service now than they did just one year ago. (Parature)
  • 74% of consumers have spent more due to good customer service (Ebiquity)
  • 67% of consumers cite bad experiences as reason for churn. (Esteban Kolsky)
  • $41 billion is lost by U.S. companies alone each year due to poor customer service. (NewVoiceMedia)
  • Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer. (Temkin Group)
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.

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

Fantastic Customer Experience will tear you up :)

Thanks to Michelle Greyling of South Africa for drawing my attention to this fantastic customer experience.


And it is precisely what creates the very personal experience that makes the difference.
Can your business do that? Can you do that? How could you if you needed to?

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.

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


3 Must know themes that are emerging around the CX

The Future of Customer Experience

  • In 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2010. (Gartner)
  • By 2017, 50% of consumer product investments will be redirected to customer experience innovations. (Gartner)
  • By 2020, customer experience will overtake price and product as the key brand differentiator. (Walker Information)
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.

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

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.

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

Six Social Media Impacts on Customer Experience

Social Media’s Impact on CX
  • Today’s internet consumers want their online questions to be addressed promptly; 42% expect a response within one hour. (Ohio University)
  • Failure to respond via social channels can lead to a 15% increase in the churn rate. (Gartner)
  • When companies engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do. (Bain & Company)
  • Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. (NM Incite via HBR)
  • Companies with a social care program experience a 7.5% YoY increase in customer retention – those without only see a change of 2.9%. (Aberdeen)
  • 60% of organizations still cite marketing (not customer experience) as the main function of social channels. (Genesys Research via the Professional Planning Forum)
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.

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

It is a Classic 1-2-3 with Articles, Certification and Conferences

Latest Updates...

** New Articles **
4 Secret Keys to Overcoming FUD – http://bit.ly/FUDsecrets (Video and FREE BOOK)
5 Must follow Customer Experience Blogs – http://bit.ly/5CXBlogs


** Professional & Masters for June ** 
(20 GLOBAL SESSIONS BEFORE YEAR END)
http://bpgroup.org/book-class.html

Two & Four Day formats
> AUSTRALIA Sydney – 30 MAY – 2 JUNE
> INDIA Pune – 11-14 JUNE
> INDIA Bangalore – 20-23 JUNE
> ENGLAND London – 27-30 JUNE


** Upcoming Conferences**
> AUSTRALIA  Sydney – July 26-28  http://bit.ly/PEXAus
> USA San Francisco – Sep 26-28 http://bit.ly/PEXSanF
> NETHERLANDS Amsterdam – Sep 27-29  http://bit.ly/PEXEur
> UAE Dubai (yours truly chairing) – October - TBA

See you on the inside! Steve

In June catch me (if you can) in
Australia, UAE, Ireland, London (around GB Independence Day) and the USA.

How to Meet the challenge of the Digital Customer - Video & FREE Book

Here is a two-minute snap video and a copy of Outside In The Secret, the seminal book that will change the way you think about work forever.

Process and Customer - stevetowers

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.

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

5 Top Must follow Customer Experience Blogs

We all wish to cut through digital overload and focus scarce attention on the things that contribute to our busy business lives. Here we have pulled together, based on membership feedback 'must follow' blogs.

They are Rated by CPP professionals for their content, objectivity and interesting articles/research into Customer Experience Management.


So what matters most?
(1) information content
(2) relevance to the actionable content
(3) popularity in terms of readership, and last but not least
(4) credibility in the eyes of the customer and process community.

Naturally this research is a moving feast and will evolve further, we will keep you in the picture… visit the top 5 table here.



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.

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

How to Avoid the Metrics Trap AND FREE book

Guest this week is CX Guru, James Dodkins:

Download James Dodkins latest book 'Foundations for Customer Centricity' and learn how the very best companies avoid the Metrics Trap http://bit.ly/cxFoundations


I saw a quote the other day about how increasing testing won’t improve education and It made me think of the parallels between that and business.

Too many times we think in order to get better we need tighter measures over our everyday tasks and activities. However in actuality, the most successful organisations on the planet think more like a football (soccer) team and are more interested in the measures that directly impact success, the most important being the score.

So next time you find yourself wanting to increase your measures maybe you could take a football (soccer) team view and measure less but more important things.

Download James Dodkins latest book 'Foundations for Customer Centricity' and learn how the very best companies avoid the Metrics Trap http://bit.ly/cxFoundations


You can also reach James

photoJames Dodkins
Chief Customer OfficerBP Group
Website: www.bpgroup.org
Address: 124 New Bond Street, London, W1S 1DX
   

Delivering Fast, Accurate, Caring and Easy (FACE) Customer Experience

Here is an acronym that will be genuinely useful in all your relationships. 

Brought to us by Customer Experience Guru Joseph Michelli, it asks us to do, rather than to wish. 

Have a look at Joseph's profile (and do connect, he is 100% authentic) 
https://www.linkedin.com/in/josephmichelli 

So to the practical FACE and an example:























Now the challenge (and it isn't eating pizza). 
How can you make this so in every interaction, personal, and business? You will be a better person because of it.


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.

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