Monthly blogs archive

Five SMARK Questions for Stefan Kolle

In the build-up to his presentation at the Marketing 360 conference in Bucharest, SMARK - Romania’s leading community for marketing professionals - interviewed my colleague and business partner Stefan Kolle on the topics of NPS, customer experience and advocacy.

As the interview contains some interesting points which you might not be able to pick up from the Romanian edition, we thought we’d reprint the Q&A with the journalist:

Comments (0) • Posted on on 31 May, 2012 - 21:35

Alain Thys Futurelab interviews SMARK Stefan Kolle

Have You Noticed the Emerging of Professional Visual Anthropology? Now You Can Be an Anthropologist Even if You Can't Read and Write!

I carry my camera (Leica) for 2 reasons. One is to capture pictures that remind me of what I've experienced or just something for inspiration and two is to share with others what I am doing. A picture can often tell a story better than a thousand words. Photography can capture the pure spirit and beauty of life, to tell a story to tangiblize humanity or to create a real (or fake) personality and to communicate an idea. I called it the practice of visual anthropology. Does it mean I am now an anthropologist?

Comments (0) • Posted on on 31 May, 2012 - 20:50

anthropology Idris Moote media photography visual communication

Design Manifesto 2012

When Tim Brown said that ”design is getting big again”, he meant that Design is moving (or has moved, in my humble opinion) from a form giving exercise and into the boardroom where is have become a much bigger strategic activity.

Comments (0) • Posted on on 31 May, 2012 - 17:28

Design Translator design manifesto

Barriers to Customer Centricity (Presentation)

Earlier this month I had the honour of being affectionately introduced as the "warm-up act" for Fred Reichheld during an NPS masterclass he gave together in the Netherlands. As Fred mainly focused on introducing the Net Promoter System and describing the dangers of bad profits, I decided to go for the more organisational aspects of customer-centricity. I did this by focusing my talk on what I consider to be three of the main barriers to customer-centricity in many organisations:

Comments (0) • Posted on on 29 May, 2012 - 23:26

Alain Thys customer centricity Net Promoter Score

How Much Is My “Like” Worth?

I received an email a few weeks ago from Travelocity, a service I use rather infrequently to book hotels, and it offered me a $25 coupon if I’d “like” the company’s Facebook page. It got me thinking about what it would get in return:

Comments (0) • Posted on on 29 May, 2012 - 20:54

Facebook Jonathan Salem Baskin social media

What Does a Questionnaire Tell You?

Recently I had an e-mail from Apple asking if I would like to complete a questionnaire about my satisfaction with their products and services. As a recent Apple convert I clicked yes and was quickly asked to tick my age range.

Comments (0) • Posted on on 29 May, 2012 - 20:52

Dick Stroud grey marketing Apple

Organised Complexity

This is an image from the Blue Brain project, showing a network of 30 million connections between the 10,000 neurons that make up just one neocortical column. Our brains contain around ten million times this many neurons in total. Manuel Lima (a senior UX design lead at Microsoft Bing) uses this as illustration in this wonderful RSA lecture in which he explores the idea of network visualisation as a way of navigating the complexity of our modern world. The RSA have done another lovely Animate film of it below which is worth watching.

Comments (0) • Posted on on 29 May, 2012 - 12:56

knowledge Neil Perkin neurology

Customer Loyalty and Advocacy: What Can We Learn From Jonathan Ive and Zappos?

In a recent post on CustomerThink, Bob Thompson shared his experience with AT&T and Colin Shaw made the following comment:

Comments (0) • Posted on on 28 May, 2012 - 17:51

Apple customer experiences empathy Maz Iqbal Zappos

Persuade with Silky Smooth Copy

It shouldn’t surprise Neuromarketing readers that choice of words is important when writing headlines, taglines, or copy, but brain scans show how specific words can have the same meaning but activate different areas of the brain. Emory University researcher Krish Sathian has shown that words that words related to texture, for example, activate areas of the brain associated with touch – even when their usage has nothing to do with tactile sensations. (Abstract, and an interview with Sathian.)

Comments (0) • Posted on on 25 May, 2012 - 17:56

copywriting neuromarketing Roger Dooley

McDonald’s Metro: Lipstick On a Pig

If, as they say imitation is the sincerest form of flattery, fast casual restaurants should be flattered by the recent efforts of McDonald’s and other quick-serve restaurants. Many fast feeders are trying to emulate chains like Chipotle, Smashburger, and Panera, since fast casual players have stolen share from them for the last couple of years and outrank them in customer studies.

Comments (0) • Posted on on 25 May, 2012 - 00:42

brand experiences brands Denise Lee Yohn McDonald's

Recent content

Great info, thank you for...
by guyoz golan on Integration Strategies for Better SaaS Adoption
nice article thanks for the...
by daisy12 on Manufacturers in Virtuality
This is really a nice article...
by Ramiszaro on Manufacturers in Virtuality
Thank you This article is...
by Online Advertising Agency on The Future of Digital Advertising?
all i want to say is it was...
by peter kenneth on The Greening of P.R.: Read All About It
Thanks for sharing this post...
by Anonymous on The Renaissance of Lifecycle Thinking
nice one
by hart on Seating Secret: How to Soften up Your Prospects
I have taste a luxury product...
by Anonymous on Luxury Brand Marketing - Marketers Must Read
Hi everyone, I am currently...
by Anonymous on Are You Suffering from Facebook Addiction Disorder (FAD)?

This blog reflects the personal opinions of individual contributors and does not represent the views of Futurelab, Futurelab's clients, or the contributors' respective employers or clients.

Subscribe

RSS

Follow us on

Twitter YouTube LinkedIn

Recent content

Subscribe

Follow us on