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 Futurelab Customer Strategists in the Spanish market. In doing so, they will enrich Futurelab's propriety approach to customer-centricity, with their own, extensive experience in the field.
Alain Thys customer centricity customer experiences David Costa Futurelab Juan Alegre NPSLately, 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 resonate on a level that is both practical and strategic. So I decided to take a stab at a more comprehensive framework myself, admittedly helped by a number of practical challenges a CEE client faced who wanted to develop a more customer-centric approach across it's various distribution and communication channels.
Alain Thys customer-centricity NPS social mediaEver 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 elephant in the room: their own employees might not be "that" inclined to recommendation themselves.
Alain Thys net promoter NPS recommendation social media word of mouthEver 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 and actionable customer system I've ever seen.
Alain Thys consumer research customer experience customer satisfaction customer-centricity KPI's metrics NPSI 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 and their support. But even though I preach this gospel, I have to admit that I never really understood the impact of super-promoters until I experienced it around my book "So You Want to Be Customer-Centric?".
Alain Thys customer-centricity net promoter NPSsee less
Suhail Khan is a seasoned marketing executive with expertise in driving Strategic Marketing organizations, building profitable global customer programs, Change Management, International Business Development and Sales Management. As consultant to executive leaders, Suhail helps organisations set up, improve and refine their customer experience / NPS programs.
change management customer centricity customer experiences customer strategy NPS Suhail KhanJuan 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 organisations, as well as the design and implementation of multi-channel, high-quality customer experience and CRM strategies.
customer experiences interactive marketing Juan Alegre NPS
