New book: So You Want To Be Customer-Centric?
For the past few years I've been quite active in the field of customer-centric marketing and management. I had the privilege of working with the likes of Philips, ING, Lexus, L'Oréal, Sanoma and many...
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Juan Alegre
Juan Alegre has been working most of his career on improving the quality of customer interactions. This has allowed him to develop a broad experience in the management of multinational service...
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Valencia
Representative OfficeCustomer experience, business model designRelated People: Alex Penades Juan Alegreread more
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Customer Centricity Scan
In theory, customer-centricity is seductively simple. All you have to do is figure out what your customers need and organise your business so this can deliver it in a profitable manner. In practice,...
View ArticleSo You Want To Be Customer-Centric? (video)
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 reward them with their business, their recommendations...
View ArticleTen Ways To Take Your Net Promoter® Programme To the Next Level
Ever since I've first learned to work with it in 2007, I had a thing for NPS. There are many who tell me it isn't the most scientific of measures, but in our 80/20 world it is still the most effective...
View ArticleWould Your People Recommend Your Products?
Ever more executives want to create marketing magic by turning their consumers into "brand promoters". But with all the customer advocacy programmes flying around, many of them seem to miss the...
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Petri Munkki
Petri Munkki is a pioneer and veteran in online & mobile marketing. He is an incurably curios and positive person and he loves to work with people who have courage to see things different through...
View ArticleA Quick Note on Using NPS in Social Media
Lately, there's been a lot of talk about the ways Net Promoter is relevant to those in social media. But while the intuitive link is clear to me, a lot of the thinking I've read to date doesn't really...
View ArticleBaseball Stats and CX Metrics (No, It's Not a Moneyball Story!)
The other night, I was reading my local version of the Auto Club's Westways magazine. One of the articles was an interview with the Angels' new player, Albert Pujols. What could Albert Pujols possibly...
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Gitta Grobert
GittaGrobert is a creative loyalty and communication expert and a real customer satisfaction enthusiast. She is convinced making customers happy, is a guarantee for ongoing success for each business...
View ArticleWhat does it take to generate deep contextual customer insight?
Is it possible to know your customers simply through ‘at a distant’ listening methods like NPS, post transaction surveys, social media, text mining customer call records etc? I get that many of you...
View ArticleJeff Bezos Gets Customer Experience - But What About Employee Experience?
Two weeks ago, I wrote a post about Jeff Bezos' latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that post was from Micah Solomon, who...
View ArticleNew Futurelab Representations in Barcelona and Valencia
We're proud to announce that from now on Futurelab is officially present in the Spanish cities of Barcelona and Valencia in the persona of David Costa and Juan Alegre.Both gentlemen will act as...
View ArticleIs it time we started explaining NPS a bit better?
Last week I met with the head of CX of a company which I can only describe as a "highly evolved species" in the area of customer experience. In fact, if I'd tell you their name you'd consider them as...
View Article7 Pragmatic Tips on Starting Your NPS Program
There, you’ve got it – an approval to start an NPS program. You want it all, and you want it now. After all, you believe in the cause and want to make it happen. Here is a little something to help you...
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