customer centricity

CX Journey™ Musings: Is Your Customer Experience Crisis Ready?

I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway.
 
There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is crisis ready? (Employee experience, too! This post applies to both!)
 
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Futurelab joins forces with infinit.cx as an independent subsidiary

A couple of months ago, we announced that Futurelab had become a partner infinit.cx, a leader in complex contact centre solutions which has a long list of successful customer experience stories in Germany. Today, we are happy to announce that we have gone further in our partnership. From now Futurelab will be an independent subsidiary of infinit.cx GmbH.

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How To Interest Your Colleagues in the Customer Voice

Customer-centricity starts by listening to the customer. But in many organisations it seems that the further you get away from the customer (research) department, the less people actually listen.

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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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Why Customer Experience Transformations Stall

I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018.

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Customer Understanding: The Cornerstone of Customer-Centricity

If you don't know by now, customer understanding is the cornerstone of customer-centricity.

Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.

What is customer-centricity?

A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it! Customer-centricity is about putting the customer at the center of all you do.

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ING Insurance: The Journey Towards Customer Centricity

Insurance companies have always suffered negative reputation among customers for complexity, lack of clarity and impersonal service. 

Then, the situation got even harder. 

After financial markets fell in 2008, many customers lost their faith. Something needed to be done quickly. 

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Amplify Your Transformation with CX Champions - Part 2

This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. 
 
If you missed Part 1, see it here.
 
I'll dive right in with more details about your CX Champions team.
 
How often does the CX Champions team meet?
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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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Pyrrhic “Pobeda” or a Business Case for Customer Centricity in a Low-cost Airline

A few days ago a flight attendant of a Russian low-cost airline “Pobeda” had the police take into custody a young family of 3, who had refused to follow the airline rules on board.  The baby was crying non-stop, the parents spotted an empty row of upgrade-only seats and decided to move there, despite the demands of the flight attendant, who pointed out that the passengers had to either pay for the upgrade, or return to their original non-upgrade seats in different locations of the plane.
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