CX, EX and ROX Blog

Futurelab launches QuickPulse - stay on top of the needs of your customers

While we are all adapting to the new (hopefully temporary) situation it is more important than ever to keep taking the pulse of your customers.

You are shifting your contact center, your opening hours, your product portfolio and all the other things you need to do to adapt – but do you know how your customers feel about it? Are you focusing your attention where they feel it should be going?

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Customer Love in the Time of Corona

My meetings in Germany got cancelled, so I tried to contact the airline to change my booking. Chat did not work. E-mail was not offered. Call centre kept on cutting me off for hours on end. Finally, someone in their overseas office answered. It took me more than 6 hours to get help.

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Employee Experience: 8 Ways Leaders Must Lead Differently

A few months ago, I wrote a detailed post about employee experience called What Exactly is Employee Experience? In that post, I shared:

It’s not just about the impact on the customer experience – it’s also about the impact on employees. It’s about treating them like humans, not like cogs in the wheels of corporate success. It’s ultimately about caring about people like people.

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What Will Retailers Do Post #Covid19?

With #Covid19 closing everything around us, we're all either in a lock down or panic mode. In the NY metro area, everything has been closed. My daughter is home from college for the rest of the semester and everyone is trying to figure out how long this will last. Lauren Thomas, writing about the industry at CNBC, had an article indicating that retail closures could top 15,000 this year.

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Sustainability Isn't a Marketing Campaign

It’s not a slogan, vision, mission, or message either.

Sustainability is what companies do, sooperating in a way that ensures that they stay in business isn’t a new idea, it’s what they’ve been doing since forever.

To stay in business, companies must always strive to meet the requirements of their markets and expectations of their stakeholders. If they’re not sustainable, they go out of business.

Those requirements and expectations change and evolve.

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Business: It’s All About the Customer

This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019.

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11 Tips to Ensure You Achieve ROI From Your Voc Program

I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019.

Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?

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The Benefits of a Customer-Centric Culture

I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019.

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The Innovator's Dilemma Continues

Clay Christensen has died. Debate about his theories should live on.

His concept of disruptive innovation is a brilliant encapsulation of the role of unexpected effects on markets and businesses, often driven by technology innovation.

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