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Most Popular Discussions
Alain
Do you recognise these barriers to customer-centricity?
Last week I had the honour of being the "warm-up" act for Fred Reichheld at his NPS Masterclass in the Netherlands. As Fred covered ...
Barriers to Customer-Centricity slideshare.net
This is a presentation Alain Thys gave at the Fred Reichheld NPS Masterclass in Breda on May 10, 2012 It is part of a series of presentations on...
Stefan
'Customer Experience' Is the Catchphrase for 2012 marketingprofs.com
Customer Relationships - Customer experience is about meeting customer needs, aligning touch points, and creating relationships. Learn customer experience basics—and how to create an enriched customer experience that gets...
Stefan
Forrester says improved customer experience scores can generate millions in additional revenue
Nice article - tip of the hat to Bas Peters
Cambridge, Mass.—Companies that improve their customer experience scores can gain millions of dollars in additional revenue, according to a report by Forrester Research. “The Business Impact of Customer Experience 2012” was...
Stefan
Fred Reichheld is coming to the Benelux
We're quite proud to be part of this - Bing Research and Futurelab invite Fred Reichheld (the creator of NPS) to the Netherlands on the ...
Alain
Consumers recommend companies they trust
On the one hand it is a no brainer, but on the other it's always nice to see additional proofpoints: There is a clear correlation ...
Earn Trust To Gain Recommendations experiencematters.wordpress.com
We recently published the 2011 Temkin Trust Ratings. But why should companies care if their customers trust them? I think we all have a strong intuitive sense of the answer, but I decided to "ru...
Stefan
Hi everyone, although we dont want to use this group for selfpromotion, if someone else does a bit of promotion we are allowed to share...
Have a look at this blogpost, and the fantastic video Khaled and his team made for Alain's book. Please spread it if you like it as much ...
So You Want To Be Customer-Centric? (video) futurelab.net
I spend a large part of my professional life telling companies that if they truly take their customer's interests to heart, these customers will rewar...
Alain
From Parking to Parking Experience
A nice example that even the most mundane of activities can be come a pleasurable experience, comes from Miami Beach, where parking ...
High-Design Moves to the Garage online.wsj.com
South Beach in Miami Beach is known for its beautiful coastline and Art Deco skyline, but increasingly it's becoming known for its cutting-edge design of ... garages. Some of the best-known architects in the world are designing...
Alain
Do you want to be a social business?
While I'm still on the fence with respect to the idea that all companies should 'become social' , this manifesto makes some very good ...
A Manifesto for Social Business customerthink.com
No1. From Individual Customers… to Networks of Customers The emphasis for business today is still on managing customers as individuals. But we have evolved as social animals with highly developed and highly influential social...
Alain
How Hotels fail their customers
I'm currently working on a hotel project for Philips Lighting and in the process came across this brilliant video on the way hotels seem ...
Alain
45 years of Tom Peters in one post
This is a nice summary of 45 years of thinking by Tom Peters. I especially like the first two rules which are very true when it comes ...
dispatches from the new world of work tompeters.com
tompeters.com: digital home of business author and speaker Tom Peters. His blog, videos, books, slides, free stuff, and more!
Alain
Building up customer trust is your best insurance in case things go wrong
This is a nice example how Zappos' policy to treat its customers well builds up a "bank account" of trust which is solid enough to also ...
How Zappos Escaped Outrage Over Customer Service Problems customermanagementiq.com
How Zappos Escaped Outrage Over Customer Service Problems by Brian Cantor - Amid all the outrage about how Netflix and Bank of America handled their recent price changes, it is interesting to see how customer service standout...
The Movement Is the Medium futurelab.net
There's a cultural movement gathering steam in the marketing world right now and, funnily enough, it has to do with... movements. read more
How Taylor Swift Hit the Target Bullseye futurelab.net
Yo Taylor, I'm really happy for you, I'ma let you finish, because you have one of the bestselling albums of the past five years. Not to get all Kanye about it, but Taylor Swift's new record "Speak Now" just sold 1 million copies in
Fixing the Future vimeo.com
Vimeo is a respectful community of creative people who are passionate about sharing the videos they make. Use Vimeo if you want the best tools and highest quality video in the universe.
