#NoBullshitCX #20yearsFuturelab “Be honest.” One of the largest insurance groups in the world asked us to review their Voice of the Customer programme. On paper, they were… Read More

#NoBullshitCX #20yearsFuturelab “Find the crucial moments.” Last week we talked about manufacturers who have to disperse their customer experience standards to the vast net… Read More

#NoBullshitCX #20yearsFuturelab “Think in value chains.” Remember last week’s tire company? During our customer journey project for them, we realised that their succe… Read More

#NoBullshitCX #20yearsFuturelab “Hire for attitude, train for success.” When you start your CX programme, it is vital to involve your employees early on. To create a custom… Read More

#NoBullshitCX #20yearsFuturelab “Cut down mental effort.” Last week was my birthday. One of the gifts I received was a book–not written by my favourite author but rec… Read More

#NoBullshitCX #20yearsFuturelab “Make your work rewarding.” Last week my company held a conference to exchange knowledge and experience with partners and clients. We all ha… Read More

#NoBullshitCX #20yearsFuturelab  “Every comment has a context.” Not reading customer comments can cost you more than money. That’s what my last week’s colu… Read More

#NoBullshitCX #20yearsFuturelab “Do not aggregate scores.” I recently told a story about a large B2B company that hired a team of “translators”to help interpret… Read More

#NoBullshitCX #20yearsFuturelab “The customer voice is a signal, not noise.” What capabilities should a Voice of the Customer manager have? I often struggle to answer this… Read More

#NoBullshitCX #20yearsFuturelab “Think Change, not CX.” In my previous column I touched upon the topic of burnout. It was a self-joke, but the more I think about it, the mo… Read More

#NoBullshitCX #20yearsFuturelab “Take. Small. Steps.” I have promised to share some worst practice stories here as well. Here you go: a “Death by PowerPoint” pr… Read More

#NoBullshitCX #20yearsFuturelab “Ask your customers.” Customer innovation geeks (me included) like to tell “rags to riches” stories about how companies reinvent… Read More

#NoBullshitCX #20yearsFuturelab “What business are you actually in? A buyer does not need a drill; they need a hole in the wall ”is a useful quote describing acustomer&rsqu… Read More

#NoBullshitCX #20yearsFuturelab “See the bigger picture.” Remember last week’s column on the outsider’s perspective? Here is another story about it from our wor… Read More

#NoBullshitCX #20yearsFuturelab “Ask stupid questions.” Einstein famously remarked, “Insanity is doing the same thing over and over and expecting different results.&r… Read More

#NoBullshitCX #20yearsFuturelab “Consumers should care. Check that.” Ever tried to convince engineers they are doing something wrong? When we advised a global electronics m… Read More

#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… Read More

#NoBullshitCX #20yearsFuturelab “Question (almost) everything.” Are you innovating “a faster horse”?A few years ago, I worked with the world leader in logistics… Read More

#NoBullshitCX #20yearsFuturelab “Numbers don’t take decisions, leaders do.” One of our clients is very numbers oriented in their CX approach. Whenever we discuss thei… Read More

#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 surprising… Read More

#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 s… Read More

“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 customer conta… Read More

#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.&n… Read More

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. Gener… Read More

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 expl… Read More

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, presen… Read More

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: A… Read More

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 create… Read More

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… Read More

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… Read More

Click here to download a PDF of the documentClick here to subscribe to all of our reports and publicationsFor more information about our Mass Afflue… Read More

Capturing the Mass Affluent opportunityFuturelab wants to equip a select number of financial institutions with the methodologies, tools and template… Read More

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 reso… Read More

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?&rd… Read More

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… Read More

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)metricsuser experien… Read More

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. U… Read More

I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021.Tags: Annette Franz (Gleneicki)artificial intelligenceautomationcontact cen… Read More

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 statisti… Read More

I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021.Tags: Annette Franz (Gleneicki)customer experiencecustomer serviceFacebo… Read More

I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021.Tags: Annette Franz (Gleneicki)collaborationculturecustomer experiencecustomer… Read More

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 exampl… Read More

I originally published today’s post on Forbes. It appeared on their site on August 23, 2021.Tags: Annette Franz (Gleneicki)customer experiencecustomer successFacebook Li… Read More

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business… Read More

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 custom… Read More

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 sol… Read More

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… Read More

I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change man… Read More

A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote:Tags: Annette Franz (Gleneicki)alig… Read More

“How do you keep the customer top of mind when everybody is working remotely right now?” This was the question that Ben Motteram and I tackled on one of our recent calls. The fol… Read More