#NoBullshitCX #20yearsFuturelab “Don’t think. Ask!” Think you know your customers? Think again. When we started to work on a Voice of the Customer (VoC) programme for a large building mater...
https://www.futurelab.net/blog/2024/03/we-know-what-our-customers-want/
#NoBullshitCX #20yearsFuturelab “Question (almost) everything.” Are you innovating “a faster horse”?A few years ago, I worked with the world leader in logistics supplies. They wanted to r...
#NoBullshitCX #20yearsFuturelab “Numbers don’t take decisions, leaders do.” One of our clients is very numbers oriented in their CX approach. Whenever we discuss their Voice of the Customer...
https://www.futurelab.net/blog/2024/03/its-all-about-action/
#NoBullshitCX #20yearsFuturelab “Unhappy customers cost you more than you think.” A customer is worth more than you think. In my previous column, I mentioned the surprisingly high lifetime va...
https://www.futurelab.net/blog/2024/03/customer-lifetime-value/
#NoBullshitCX #20yearsFuturelab “Don’t stick to the seemingly obvious.” Feedback is not about the averages. When I presented customer feedback to a global leader in steel manufacturing, the...
#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...
https://www.futurelab.net/blog/2024/02/good-cx-is-like-good-sex/
#NoBullshitCX #20yearsFuturelab “Customers don’t bite. Most of them.” Talking to customers is vital for customer-centric product management. But for those who aren’t used to direct custom...
https://www.futurelab.net/blog/2024/02/fear-of-talking-to-customers/
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 da...
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...
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 a...