/BQB CX Method
BQB CX Method 2019-04-27T10:54:11+00:00

The BQB CX Method

busy-queen-bee-customer-experience-method-CX-global-guru

 

On a mission to inspire businesses to thrive by delivering exceptional customer experiences…

 

WHY

 

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 proven BQBCXMethod™ a methodology specifically design to help you and your business putting your employees and customers at the heart of everything that you do.

HOW

 

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 BQBCXMethodprocess, first the 4 x Pillars of the Framework: 

Step 1

Assess

customer-experience-assessing

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.

Step 2

Develop

develop-customer-experience

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.

Step 3

Implement/Train

train-implement-customer-experienced

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.

Step 4

Measure

measure-customer-experience

‘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.

 WHAT

 

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 Structures

caring-

Your

Culture

customer-experience-mission-statement

 

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)

Your

Environment

customer-experience-your-environment

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)

Your

People

customer-experience-employees

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.

Your

Customers

customer-experience-customers

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)

 

 


CX DIAGNOSTIC

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?

business-coaching-harmony-empowerment-jersey-channel-islands--book-appointment

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.

CLICK HERE TO ACCESS CALENDLY.

WANT TO SPEAK TO ME?

Call me: + 44 7797 828950 or email me: contact@thebusyqueenbee.com