NPS

7 pragmatic initiatives for CX in 2017

If you are among the specialists, working in the field of customer experience, you know that once the initiatives of your company have reached a certain level of maturity the next steps are getting trickier and trickier. In some cases the next level of the CX of your company even looks like mission impossible. This may sound a little discouraging. But like someone has once said – there is always a way when there is a will. 

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Are you happy with your VoC or NPS programs?

Creating a working Voice of Customer program is not a simple task. You think of just starting to ask a few questions and nudging a few people in the right direction, and it seems fairly easy in the beginning, but then things start to get complicated. How do you prove that the questions you are asking are actually reflecting the situation? Why should the company pay for a separate questionnaire, while there is a perfectly fine 20-page-long annual marketing survey? Technology costs how much?

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Easy guide to choosing the right metric for your Voice of Customer program

It’s the season to be jolly and start planning the next year’s projects and activities! We at Futurelab research would like to help you get your Voice of Customer program up and running in 2017. We will do it by posting a series of materials, covering such important areas of Voice of Customer programs as program strategy, data collection and analysis, activation of the results, etc. 

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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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Avaya Announces Strategic Partnership with Futurelab

Leading European customer experience consultancy teams up with Avaya to offer businesses enhanced and measurable customer service strategies
 
Guildford, UK; March 30, 2016: Avaya, a global leader in business communications software, systems and services, has today announced a new strategic relationship with leading customer-centricity specialist, Futurelab, to drive better business outcomes from customer service implementations through closer alignment between strategic business requirements and the technology which supports them.
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Futurelab announces new strategic partnership with Avaya, global leaders in customer contact centre technology

FUTURELAB. Brussels, Belgium: Dec 9, 2015

As Europe's leading customer-centricity specialists, Futurelab is pleased to announce a new strategic partnership with Avaya, global leaders in customer contact centre technology.

The partnership will combine Futurelab's expertise in the design and development of customer-centric strategies and NPS programmes with Avaya's best-of-breed collaboration and unified communications solutions.  Together, Avaya and Futurelab can offer clients a faster, more seamless transition from strategy and planning through to rollout and delivery.

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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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7 Pragmatic Tips on Starting Your NPS Program

There, you’ve got it – an approval to start an NPS program. You want it all, and you want it now. After all, you believe in the cause and want to make it happen. Here is a little something to help you start the process smoothly:

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Is it time we started explaining NPS a bit better?

Last week I met with the head of CX of a company which I can only describe as a "highly evolved species" in the area of customer experience.  In fact, if I'd tell you their name you'd consider them as one of the world's leaders in the game.

As we were discussing a project I was doing with their international leadership team, NPS came up as a topic of conversation.  At this point, I was kindly but firmly recommended "not to mention that word in our company".

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Jeff Bezos Gets Customer Experience - But What About Employee Experience?

Two weeks ago, I wrote a post about Jeff Bezos' latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that post was from Micah Solomon, who suggested that it would be equally valuable to review how Amazon treats its employees.

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