The Triple Crown Customer Experience
Grow revenue, reduce cost, improve service - simultaneously. The Triple Crown is the commercial standard BP Group applies to every customer experience engagement.
The BP Group View
If a CX initiative moves only one of revenue, cost, or service, it is not transformation - it is re-labelling. The Triple Crown is the test we apply to every programme and every certification.
Key points
Revenue growth through customer successful outcomes.
Cost reduction by removing moments of failure.
Service improvement that customers actually notice.
All three moving in the same operating quarter.
How Triple Crown is produced
By aligning customer successful outcomes, Outside-In process design, and governance - exactly the sequence taught in the CEMMethod and certified in the ACX pathway.
Where most programmes fail
They chase NPS or CSAT without redesigning the underlying work. Scores move for a quarter, then regress. Triple Crown methods make the gains structural.
Founder Authority
Founded by Steve Towers, BP Group (est. 1992) has worked globally to help organisations redesign customer experience, process, and performance from the Outside-In. Steve is the originator of the CEMMethod® and author of Everyone Loves Great CX. Your Customer Experience Playbook.
Frequently Asked Questions
Is the Triple Crown realistic or marketing?
It is the baseline outcome across hundreds of BP Group engagements since 1992. Without it, CX lacks commercial legitimacy.
How do we measure Triple Crown?
Through outcome-linked scorecards developed using the CX Metrics Playbook and CEMMethod governance approach.