Alain Thys

5 Quick Wins for Your Net Promoter™ Programme

When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on customer feedback show up in the (financial) numbers.

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New Futurelab Representations in Barcelona and Valencia

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.

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5 Quick Wins for Your Net Promoter™ Programme

When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on customer feedback show up in the (financial) numbers.

You can address part of this impatience by clearly managing expectations on what the programme can and cannot deliver in each stage of its development. But you can also plan for quick wins which you can pace across your first year (or even 100 days) of NPS implementation.

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Five Checks for your NPS Programme

Net Promoter programmes have rightfully become a staple of many businesses. But as can be seen from CustomerGauge's recent NPS benchmark report, every programme can be improved.

So, as 2017 is looming on the horizon, I want to propose five areas in which you might want to check whether your Net Promoter programme is up to scratch.  Or - if it isn’t - whether you should start planning some improvements in the coming year.

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Checklist: Are you a VoC Champion?

Over the years, I have had the opportunity to be involved with some of the largest - and smallest - Voice of the Customer (VoC) and Net Promoter(tm) programmes. I’ve had the privilege of being part of some great successes, but have also worked on initiatives to rectify some epic fails.   Each experience gave valuable insights in what works and what definitely doesn’t.
 
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The Key to Customer Engagement

Alain Thys is the founder of Futurelab and author of So You Want to Be Customer Centric. Laurent Bouty is the CMO and partner at Futurelab. They were recent guests on the TechnologyAdvice Expert Interview Series. The series, which is hosted by TechnologyAdvice’s Josh Bland, explores a variety of business and technology landscapes through conversations with industry leaders.

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Are You a One-Night Brand?

Imagine the following situation.

A man sees an attractive woman at a party. They talk and decide to have a few dates. After giving all the right signals for being a loyal, caring, trustworthy and relationship-oriented guy, he convinces her to spend the night. The next day he is gone and when she calls, it is clear he doesn't want to speak to her....

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Privacy: Hassle or Customer-Centric Opportunity?

When it comes to managing the digital customer experience, there’s an interesting duality all of us need to deal with:

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10 Ways to Profit from Customer Centricity

No customer-centricity programme deserves to exist without a business case. This doesn’t need to be extensive or be forensics proof. But it does need be present, if only as an estimate made on the back of an envelope. After all, any company initiative that is disconnected from the fiscal realities of business is impossible to sustain.

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The 8 Behaviours of a Customer-Centric Leader

In a major customer centricity programme I ran a number of years ago, we interviewed over 100 people at all levels of the organisation. We wanted to understand how customer-centric they considered themselves to be and compare these findings to the behaviour of the whole business.

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