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Beware. Those Creating Your Digital CX Are a Different Species from Those...
As usual, some excellent insights from the Nielsen Norman Group. This time it is about young Millennials (18-25).So why am I talking about this age group on a blog that is about older people? Well, it...
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Top 10 #CX Challenges for 2016
What customer experience challenges are you facing this year?Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience...
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Book Review: The Endangered Customer by Richard. R. Shapiro
I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge. In this book Richard, set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers...
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Customer Service Ain’t What It Used To Be
In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be. There is a brand of new customer service in play...
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Should You Feel Empathy or Sympathy? Or... ?
Do you know the difference between empathy and sympathy?And when to use one over the other? Have you been using the terms - and the feelings - correctly?There's definitely a difference between the two,...
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Are You a Human or a Robot?
What really happens to humans when they walk into their offices or places of employment?A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for...
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Lean and the Customer Experience Journey
Is your company a lean company? Should it be?The concept of lean management came up a few times in the last week or two; that kind of coincidence always inspire me to write about the topic at hand.So I...
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Making Useless Nails vs. Achieving Your Desired Outcome
Which metrics have you selected to track your customer experience improvement efforts?I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience...
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New Futurelab Representations in Barcelona and Valencia
We're proud to announce that from now on Futurelab is officially present in the Spanish cities of Barcelona and Valencia in the persona of David Costa and Juan Alegre.Both gentlemen will act as...
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Do Your People "Get" Your Customer Experience Strategy?
What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most brilliant brand and customer strategy on the planet. In fact it was...
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