BQB CX Method
The BQB CX Method™
On a mission to inspire businesses to thrive by delivering exceptional customer experiences…
Because Customer Experience is simple, as simple as:
happy employees = happy customers = happy bottom line, right?
But it doesn’t mean it is…
According to Deloitte, 60 percent of the United States workforce turns over each year, and 65 percent of this is voluntary. 85 percent of employees leave their job because of their relationship with their manager. Plus, 88% of people don’t feel like the organisation they work for cares about them, and three out of four are disengaged in what they’re doing according to Gallup; no wonder why customer service is taking a hit and we see the rise of customer complaints, employees’ sickness and the decrease in customer loyalty and even more alarming in companies’ bankruptcy.
Imagine never having to waste money on advertising again by increasing your customers’ word of mouth, or reducing your employees’ turnover by increasing their wellbeing… all is possible, yes, if companies like Barry-Wehmiller, Zappos, Facebook, and Google can do it, so can you…
So, let us guide you through my own BQBCXMethod™, a methodology specifically designed to help you and your business putting your environment, employees and customers at the heart of everything that you do, creating a thriving CX & EX Culture.
It is a real transforming methodology, balancing the caring soft skill such as NLP, environment psychology, emotional intelligence, mindfulness to the hard logic, analytic, research approach with a set of metrics within this framework to measure the impact on your business so we can work hand in hand during that whole year to move the dial and quantify the value of the programme, aligning everything to Employee and Customer centricity.
Here is the overall BQBCXMethod™ process, first the 4 x Steps of the Framework:
Assessing your environment, your employees and your customers is the first step and a vital input to any strategy for customer-focused business performance improvement to understand where you are now and will be your key performance indicators to quantify your progresses.
Customer-centric businesses don’t let their employees start without careful on-boarding steps or let customers wander in search of information or help; instead, they guide their customers through a carefully planned series of interactions called a customer journey. I will help you develop your Customer eXperience Mission Statement, then your employees’ and customer journey.
Time to take action and implement the Customer eXperience Strategies which have been developed. Our Customer eXperience Institute has all the necessary tools to give to your employees to deliver exceptional customer experience and train them so they can understand what is expected of them, why and how do they affect their customers’ experiences.
‘You can’t manage can’t manage what you don’t measure’ Peter Drucker. We will develop a set of matrix within this framework to understand the impact on your business so we can work together to move the dial and quantify the value of the programme.
Bringing together three decades of learning in one holistic method, nurturing a Caring Service Culture, enhancing businesses environments, increasing your employees engagement.
Developing within the 4 x CX Functional Areas
What is your business vision? How do you life and breath your business’s values? Is the customer represented around your board table? How do you create a culture where employees feel inspired by what you are trying to do, feel proud to be part of it and you connect emotionally with your customers at every level.
‘80% of employees felt more engaged when their work was consistent with the core values and mission of their organization.’ (IBM)
Understanding the environment psychology and how you can create an harmonious workplace and making simple but powerful changes will:
- Increase productivity
- Increase wellbeing
- Increase time in your environment
- Reduce sickness
‘87% of employees expect their employer to support them in balancing their life between work and personal commitments.’ (Glassdoor)
According to a Gallup poll, a staggering 63% of employees said they are not engaged at work, compared to only 13% which are. And 24% are ‘actively disengaged’, indicating they are unhappy and unproductive at work and liable to spread negativity to coworkers. You must take care of your employees first so they can take care of your customers. Taking into account of your Leaders/Managers and your employees.
By 2020, 89% customers will shift to companies providing better customer experience and engagement. We will help you find ways to create an emotional connection with a customer before, during and after their experience with you so you don’t just have customers but loyal customers who will buy from you, recommend you and return to you.
‘After building a relationship, customer spend grows alongside trust. Eventually, loyal customers spend 67% more than new ones.’ (CMO)
Want to know where your business is right now in terms of Employee and Customer Centricity?
TAKE ON YOUR BUSINESS ASSESSMENT
CLICK HERE NOW
WANT TO KNOW MORE?
Schedule a FREE consultation today so I can answer all your questions on The BQB CX Method™ and we can be sure this is the right programme for your organisation…
Call me: + 44 7797 828950 Whats App or Viber
Email me: firstname.lastname@example.org
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WANT TO LICENSE THE METHOD?
Do you love this method? Why not do what Natalia Ugren, from Ugren.com has done and become The BQB CX Slovenia, so you too, by taking on the licensee of my method.
‘I am on a mission to become the official CX Expert in Slovenia and with that, spreading this knowledge all over the country to our clients and local companies with your programme, I am looking forward develop my skills in The BQB CX Method and help many more businesses thrive!’ Natalia Ugren
You will get all the expertise you need with my full attention as I will come and train you personally to give you my three decades of learning and all the tools you need to offer this incredible programme to your clients in your country and add value to your current services.
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