Futurelab

FEBRUARY 16, 2024

#NoBullshitCX #20yearsFuturelab “Just be honest.” It’s Valentine’s Day, so don’t throw tomatoes at me for this cheeky title, I am only joking. But am I though? It’s not the first time I used romantic analogies when getting CX concepts across. I called out “one-night brands” for not fulfilling their promises to the customers. I explained NPS by means of an old joke “I heard in the pub that you were a great lover”.

CX 157

CX NPS Voice of the Customer 157

Futurelab

FEBRUARY 14, 2024

#NoBullshitCX #20yearsFuturelab “Just be honest.” It’s Valentine’s day, so don’t throw tomatoes at me for this cheeky title, I am only joking. But am I though? It’s not the first time I use romantic analogies when getting CX concepts across. I called out “one-night brands” for not fulfilling their promises to the customers. I explained NPS by means of an old joke “I heard in the pub that you were a great lover”.

CX 176

CX NPS Voice of the Customer Customer Experience 176

Futurelab

FEBRUARY 14, 2024

#NoBullshitCX #20yearsFuturelab “Just be honest.” It’s Valentine’s day, so don’t throw tomatoes at me for this cheeky title, I am only joking. But am I though? It’s not the first time I use romantic analogies when getting CX concepts across. I called out “one-night brands” for not fulfilling their promises to the customers. I explained NPS by means of an old joke “I heard in the pub that you were a great lover”.

CX 157

CX NPS Voice of the Customer Customer Experience 157

Futurelab

DECEMBER 27, 2023

The Shifting Landscape In the not-so-distant past, market research teams were perceived only as information providers, distanced from the whirlwind of business-generating processes. Generating data and offering recommendations was their main job; the responsibility of actively driving change was outside of their scope. Whether core business would decide to act on the data or not, didn’t impact the KPIs of the ones who delivered the reports.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Futurelab

DECEMBER 27, 2023

When I was on vacation in Cuba a few years ago, I had an interesting conversation with the bartender at my favorite bar on the beach. He asked me where I was from and what I did. When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Futurelab

MARCH 17, 2022

Capturing the Mass Affluent opportunity Futurelab wants to equip a select number of financial institutions with the methodologies, tools and templates to capture this untapped opportunity and: Find and understand Mass Affluent consumers using customer insight discovery and big data techniques Roll-out goal-based risk profiling, while remaining fully compliant with current and emerging regulations Plot investment products on to the goal-based risk matrix to enable close-match product recommendati

Finance 130

Finance Construction 130

Futurelab

MARCH 17, 2022

Click here to download a PDF of the document Click here to subscribe to all of our reports and publications For more information about our Mass Affluent Finance service offer, please click here.

Finance 130

Finance 130

Futurelab

JANUARY 31, 2022

I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020. User experience and customer experience are cut from the same stone but have clear differences, not the least of which: who and what UX focuses on and how its measured. In this guide, we’ll outline various ways that UX can be measured – both attitudinally and behaviorally – and explain how to take action to improve the metrics.

Touchpoint 130

Touchpoint Social Media CX Government 130

Futurelab

FEBRUARY 27, 2022

I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is a way for organizations to control their members, police their behavior. That’s difficult to do when you can’t—after a meeting—say: ‘You know, John, maybe you shouldn’t have said x or y.

CX 130

CX Gaming Customer Satisfaction Customer Experience 130

Futurelab

FEBRUARY 27, 2022

the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?” —  Lea Boroditsky (1) We choose labels to describe the world and these labels shape the lenses through which we understand and act on the world.

Innovation 130

Innovation Customer Experience 130

Futurelab

FEBRUARY 27, 2022

Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on attracting and acquiring new customers, while retention efforts have gotten little more than loyalty programs and discount offers.

Customer Retention 130

Customer Retention Customer Acquisition Touchpoint Gaming 130

Futurelab

MARCH 20, 2022

In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers.

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Futurelab

MARCH 20, 2022

I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Futurelab

MARCH 20, 2022

I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022. The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe. Their findings are presented in The 2022 State of CX Report.

CX 130

CX CX Transformation Government Start-ups 130

Futurelab

MARCH 20, 2022

Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here , and a video excerpt can be found here. Does this sound like your company’s leadership: When it comes to developing your product roadmap and prioritizing customer feedback, you’ve got a CEO who knows exactly what to build but with no consideration for customers and what problems they need to solve.

Customer-Centric Organization 130

Customer-Centric Organization Customer Feedback Gaming Customer Experience 130

Futurelab

MAY 2, 2022

In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers.

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.

VOC 130

VOC NPS Voice of the Customer 130

Futurelab

MAY 2, 2022

In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers Tags: Annette Franz (Gleneicki) acquisition customer experience customer retention marketing Facebook Like.

Customer Retention 246

Customer Retention Customer Experience 246

Futurelab

MARCH 20, 2022

In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers Tags: Annette Franz (Gleneicki) customer experience customer retention marketing Facebook Like.

Customer Retention 130

Customer Retention Customer Experience 130

Futurelab

MARCH 20, 2022

I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. Tags: Annette Franz (Gleneicki) employee experience employee retention growth leadership customer experience customer retention customer-centric Facebook Like.

Customer Retention 130

Customer Retention CX Customer Expectations Customer Experience 130

Futurelab

MARCH 20, 2022

I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022. The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe. Their findings are presented in The 2022 State of CX Report.

CX 246

CX Customer Expectations Customer Experience 246

Futurelab

MARCH 20, 2022

Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here , and a video excerpt can be found here. Tags: Annette Franz (Gleneicki) culture customer experience customer-centric product design Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 246

Customer Experience 246

Futurelab

FEBRUARY 27, 2022

I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is a way for organizations to control their members, police their behavior. Tags: Annette Franz (Gleneicki) culture culture change customer-centric culture Facebook Like.

CX 130

CX 130

Futurelab

FEBRUARY 27, 2022

the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?”?—? Lea Boroditsky (1) Tags: HelgeTennø business design customer experience customer strategy Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 130

Customer Experience 130

Futurelab

FEBRUARY 27, 2022

Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on attracting and acquiring new customers, while retention efforts have gotten little more than loyalty programs and discount offers.

Customer Retention 246

Customer Retention Customer Experience 246

Futurelab

JANUARY 31, 2022

I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a superior customer experience, while only 8% of customers agree. Tags: Annette Franz (Gleneicki) customer experience customer-centric growth metrics Facebook Like.

Customer Experience 246

Customer Experience 246

Futurelab

JANUARY 31, 2022

I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021. Tags: Annette Franz (Gleneicki) artificial intelligence automation contact center customer experience customer service employee experience Facebook Like. Linkedin Share Button. Tweet Widget.

Contact Center 130

Contact Center Artificial Intelligence AI Customer Service 130

Futurelab

JANUARY 31, 2022

I originally wrote today’s post for GetFeedback. It appeared on their site in late 2020. User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a product, whereas customer experience focuses on the customer (and the overall relationship), who might or might not be the end user.

CX 130

CX Customer Experience 130

Futurelab

JANUARY 31, 2022

I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020. Tags: Annette Franz (Gleneicki) metrics user experience user research Facebook Like. Linkedin Share Button. Tweet Widget.

130

130

Futurelab

DECEMBER 9, 2021

I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. Tags: Annette Franz (Gleneicki) customer experience customer success Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 130

Customer Experience 130

Futurelab

DECEMBER 9, 2021

A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that post, it’s an important precursor to this one. Tags: Annette Franz (Gleneicki) customer experience customer-centric culture Facebook Like.

Sales 130

Sales Customer Experience 130

Futurelab

DECEMBER 9, 2021

I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. Tags: Annette Franz (Gleneicki) collaboration culture customer experience customer-centric culture governance technology Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 130

Customer Experience Government Technology Technology 130

Futurelab

DECEMBER 9, 2021

I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Tags: Annette Franz (Gleneicki) customer experience customer service Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Service 130

Customer Service Customer Experience 130

Futurelab

NOVEMBER 9, 2021

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a reminder that developing personas is so important to customer experience design. And it’s a reminder that we should be finding products for our customers, not customers for our products.

Customer Experience 246

Customer Experience 246

Futurelab

NOVEMBER 9, 2021

You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? Tags: Annette Franz (Gleneicki) action change change management CX vision Facebook Like. Linkedin Share Button.

CX 130

CX 130

Futurelab

NOVEMBER 9, 2021

Culture is so important to your business. The right culture is even more important. If you ask me, the right culture is always one that is customer-centric. Putting the customer at the heart of the business is what makes the world, er, the business, go round. Tags: Annette Franz (Gleneicki) core values culture customer-centric culture Facebook Like.

CX 130

CX 130