Marketing & Strategy Innovation blog

Futurelab. Let’s roll.

Today we are finally free to announce a burning ambition. We want to become Europe’s boldest, brightest, and most successful customer-centricity consultancy.

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Tell Your Change Story

When you're ready to make or introduce a change in your organization, how do you tell employees about it? Or do you?

Last week, I wrote about some research that McKinsey did on organizational transformations. One of the findings was that communication is key to a successful transformation. (This seems to be a no-brainer, but you'd be surprised.)

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How To Outsmart the Crowd

Most of us live busy lives. There is work, family, maybe a hobby or two and the need for some leisure time to refresh our batteries. So the amount of things we devote serious thought to is necessarily small and we get in the habit of not paying attention to much that goes on around us.

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The Economics of the Customer Experience

I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post.

Not all returns from your customer experience investments are financial. Will that scare your executives?

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New Pinterest Board: #WGBD

Spot a great brand in action? Want to share your favourite brand? Inspired by a new brand? Please share your images on my new #WGBD Pinterest board — or tag your Twitter or Instagram posts with the hashtag #WGBD and I’ll make sure they get added to the board. Images of anything — a product, a sign, packaging, a store, a logo, a person, an ad — are welcome. 

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Who Is Responsible for the Customer Journey in Your Organisation?

Econsultancy has conducted some great research about the organisational issues that are central to managing the customer journey.

I found this chart extremely interesting since it helps explain so much that is wrong with the way companies manage this vitally important issue.

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Successful Transformations: The Ugly #CX Duckling

How's your customer experience transformation coming along?

I'm sure you've heard (or recall)  Hans Christian Andersen's story, The Ugly Duckling. If not, here's a quick refresher: 

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How IBM Plans To Help Reinvent the Modern Corporation

It’s no secret that big corporations aren’t what they used to be. In recent years, we’ve seen paragons such as General Motors, Kodak and Blockbuster have go bankrupt even as upstarts like Tesla, Instagram and Netflix rocket forward. The average lifespan of a company on the S&P 500 has fallen from more than 60 years to less than 20.

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The Growing Customer Experience Gap - Even Worse Than You Think

This report (The Power of Linguistics in Customer Service) from Eptica is worth reading if you are attempting to improve your customer experience.

This study is all about the digital channel although I doubt if it is much better in other channels.

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Does Customer Experience Leadership Require Straight Communication and Fair Business Practices?

Are UK Supermarkets Conning Customers?

According to the press, the consumer watchdog Which? has been investigating the UK’s dominant supermarket chains for the last seven years. Based on the ‘findings’ Which? put forth a super-complaint against the supermarkets. A super-compliant is not something that is done lightly. So what is the basis of this super-complaint?

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