The ten commandments of customer experience

Here are 10 key principles from the CEMMethod tried and tested approaches. Now updated for 2024.

​1. Focus on customer journeys, not results.
​The CEMMethod focuses on improving customer processes and reducing friction, which leads to better experiences over time. Don't get distracted by short-term wins.

https://www.cxobsession.com/2015/09/01/customer-journey-maps-in-a-cul-de-sac/
​
https://www.linkedin.com/pulse/how-avoid-customer-journey-mapping-armageddon-steve/

2. Continual Innovation.
Make rapid, innovative changes to customer journeys rather than small, incremental changes. Dramatic changes are often needed to stay competitive.

https://www.youtube.com/watch?app=desktop&v=gzAjvOBtaqk&ab_channel=Engati
​

3. Engage all employees.
The CEMMethod is based on input from every employee, from leadership to frontline staff. Everyone's ideas for improving customer experience are valued.

​4. Promote teamwork.
​Collaboration between teams, departments and groups is essential to ensure improvements align with customer-centric goals.

Teamwork & Innovation combined: https://youtu.be/Xle6gOA6dhw

​5. Develop people.
​Provide training and mentoring to develop customer service skills, empowerment and morale in all employees. This motivates continuous learning.

​https://www.cxobsession.com/2022/02/06/why-do-so-many-organizations-struggle-to-become-truly-customer-centric/?utm_campaign=why-do-so-many-organizations-struggle-to-become-truly-customer-centric&utm_medium=social_link&utm_source=missinglettr-linkedin 

​6. Maintain discipline.
​Standards must be established for the CEMMethod practices and then adhered to.
Discipline promotes consistency and progress.

​https://www.linkedin.com/pulse/cx-obsession-v-focused-steve-towers-ceo-cppc-acxc

7. Speak with data.
Decisions about changes should be based on analyzed customer listening and insights, not assumptions. Data informs customer experience improvements.

​​https://www.linkedin.com/pulse/how-win-customer-experience-debate-latest-stats-steve/?trackingId=Al%2BAGj2MSFaHQsz4DhRPgA%3D%3D

8. Focus on customer needs.
Customers' needs and feedback should drive the CEMMethod activities. Meeting customer expectations is the ultimate goal.

Case study - what not to do! ​
​https://youtu.be/1WCqHHQrthk?si=IlEl_CUzJepuqHar

​9. Align to True North.
​Look beyond superficial problems to find and address misalignments with successful customer outcomes. This is the true north we must point towards.

​10. Learn from others.
​Go outside of your own business to understand how other organisations build and deploy great experiences.
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Our many years of skill and knowledge guarantee you will get the finest training and consultancy aid. We regularly modernize and form new programs to keep up with the ever-changing customer experience and transformation world. 

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Improving your Customer Experiences, Processes and Systems necessitates a shift in mindset from restrictive industrial aged silo management to the journeys your customers undertake to meet their Needs with Successful Outcomes.

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​Introducing the Customer Experience Management Method™ (CEMMethod) enables the organization to deliver business outcomes and customer success without exception.

It is no accident that breaking away from myopic functional specialisms towards achieving alignment across the entire customer experience is the way of champions.

The CEMMethod provides this capability to connect the dots from strategy to execution, bring everyone onside, and make change sustainable and part of the new normal.
Finally, the new customer-centric orientation of everybody and everything creates the dynamic for ongoing innovation.
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The upskilling programs are suitable for process, customer experience and general business professionals from beginner to global champions and mentors.

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Underpinned by the CEMMethod that has been advancing and progressing for 20 years and originally created in association with the Virgin Group.

The CEMMethod is a pragmatic and easy to follow discovery, improvement and implementation framework that will guide you through successful CX transformation. 

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Here at BPG, we believe that customer experience training should be about giving people the skills to be able to deliver successful customer experience transformation. We also believe that training should be less about passing exams and more about learning pragmatic tools, techniques, frameworks and mindsets that will deliver immediate and lasting benefits.

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