Alain Thys

Ten Ways To Take Your Net Promoter® Programme To the Next Level

Ever 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. 

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So You Want To Be Customer-Centric? (video)

I 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?".

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Welcome to 2012 … Will You Make It Matter?

According to the some, 2012 is the year in which we all call it day. As the Mayans never really said such a thing, the chances of this happening are quite slim. But just imagine for a moment that all the doomsday prophets are right and that in less than a year the South Pole decides to take a holiday somewhere near the Equator. 

Apart from the obvious death, despair and heartbreak that would go with such an event, it would also make the 2012 plan you're working on right now the last you'll ever work on. Your legacy. The sum of what you stand for.

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7 Supermarkets to Visit in 2012

When interviewed for my book So You Want To Be Customer-Centric, Georges-Edouard Dias of L'Oréal pointed out the opportunity to truly improve the customer experience in many traditional supermarkets.  In his view: “Many stores today aren't really user-friendly. You need to drive there and park far away from the entrance. When you get inside, it's hard to find the information you're looking for. There are too many products to get a clear picture, and the staff aren't always much help either. Not to mention that even if you know exactly which product you want to buy, it may not be in stock.”

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From Sales Promotions to Sales Promoters

In September I was invited by my friends from Evensys in Romania to talk about the ways FMCG  brands could improve the performance of their sales promotions. When putting together my presentation (see below) I was heavily influenced by two factors. First, I had just published my new book, So You Want To Be Customer Centric? and my mind was still full of all the material I didn't get to use. Secondly, I've never really been a fan of the "buy more, buy cheaper movement", so I didn't really feel like talking about the ways to build a better sales promotion mousetrap.

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New book: So You Want To Be Customer-Centric?

For the past few years I've been quite active in the field of customer-centric marketing and management. I had the privilege of working with the likes of Philips, ING, Lexus, L'Oréal, Sanoma and many others on projects which touched every part of our globe.

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Would You Sell to a Handicapped Person?

Last week I received what I consider one of the more remarkable job applications I have gotten in a long time. I've actually reprinted it below (with permission) so you can have a look at it as well.

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Five Questions with Rob Markey

Later this month September, Fred Reichheld and Rob Markey are launching their new book The Ultimate Question 2.0, a sequel to the earlier bestseller that brought us the Net Promoter Score and the knowledge that “happy customers make you more money”. 

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Storytelling and TV Advertising (No Story, No Glory)

When I was cleaning out my hard-drive earlier this week, I came across this presentation I did last April at the VTM Day (where I had the honour of sharing the stage with my hero Luc Besson :-)

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Introducing Helge Tennø

It’s been a while, but there’s a new blogger on the Futurelab block. His name is  Helge Tennø, and he’s currently a planner at an Oslo design agency.

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