Outsourced NPS Implementation

Outsourced NPS

Starting, implementing and running your own NPS programme is hard. We describe an outsourced hassle-free approach.

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CX in B2B - 8 questions

Customer experience in B2B

Customer experience is just as important in B2B as in B2C. We guide you with 8 questions to find out why, how, and where to start.

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7 initiatives to improve your CX

Pragmatic initiatives to improve CX

A quick guide to some initiatives in customer experience management (Customer experience) you can start doing in 2017

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The right metrics for your VoC program

Voice of customer metrics

Having the right design for your VoC program is crucial. Below you will find a list of the most important Voice of the customer KPIs.

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Consumer Trends And Retail

Consumer trends

We present some key consumer trends and how retailers can adapt. A compilation of presentations Alain Thys gave in Vilnius (2013) and Tallinn (2014).

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So You Want To Be Innovative?

You want to be innovative

Many innovations fail because they have little customer relevance.  This presentation explores how to innovate less, but with more meaning.

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The Impact of 3D Printing on Retail

3D printing and retail

3D printing technology is about to change many of the ways in which retailers need to trade and organise their business.  This presentation explores how.

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Barriers to Customer-Centricity

Barriers to customer centricity

Becoming customer-centric is easier said than done.  This presentation explores the main barriers companies encounter and the ways to overcome the.

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Customer-centricity in B2B

B2B marketing

Much customer-centricity thinking focuses on B2C markets, but in B2B the added value can be just as large.  This presentation explores some of the ways this value can be captured.

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Sales Promotions to Promoters (Russian)

Marketing forum

This is the Russian edition of the presentation which challenges marketers to drop their bad sales promotion habits and start turning customers into promoters.

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Customer-Centricity - The Animation

This little video tries to give a flavour of what it means to be a customer-centric company, and promote Alain's book in the process :-)

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Social India: The Opportunity

Social

Western digital and social media habits are quickly spreading to India.  But that doesn't mean Indian brands should imitate the practicesn of their Western counterparts.

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