New Webinar - How To Optimize Your VoC Program (Nov 12)

We are pleased to announce that on Wednesday, the 12th of November, Futurelab's Stefan Kolle together with Confirmit's Claire Sporton (VP, Customer Experience Management) will run a webinar on how to run a mature, action-oriented VoC program. We believe that listening to your customers is only one part of a truly effective Voice of the Customer program and only a comprehensive and fully integrated initiative can increase your revenue, reduce costs and promote culture change. 

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How the Brand Utility Makes Marketing Truly Customer-Centric

Customer-centric marketing is like wet water, it’s a pleonasm. The nature of marketing is about responding to a customer’s need. Without it, there would be no marketing.

Still, walk through a shopping street, go to a website, visit Facebook or watch TV and you’re likely to be interrupted by marketing promotions. Promotions you don’t want and don’t need. Marketing doesn’t feel customer-centric at all.

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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 Futurelab Customer Strategists in the Spanish market. In doing so, they will enrich Futurelab's propriety approach to customer-centricity, with their own, extensive experience in the field.

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Stefan Kolle

Innovator – Disruptor – Enabler

Stefan is a disruptive influence. As co-founder of Futurelab, he encourages businesses to shake up their marketplace through meaningful innovation in customer experience. 

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Alain Thys

Storyteller – Simplifier – Strategist

Alain likes it best when the right thing to do is also a nice thing to do. That’s why he’s on a mission to make the world a more customer-friendly place. Not just because it’s nice, but because he has learned that customer-centricity is the most profitable strategy any business can pursue. 

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Services

As an advisory boutique we have to freedom to provide you with a slightly different type of consultancy experience.   As such our services come in three flavours:

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Today, Strategy Must Take Into Account New Sources of Power

Power has always been easier to recognize than to define. To many, it is simply the ability to get what you want, either through coercion or persuasion. Although that may be accurate, it isn’t very helpful, so strategists have long sought to come up with more operative definitions.

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Customer & Leadership: Is There a Formula / Recipe for Success?

I wish to acknowledge members of the ‘methodology police’, whom I met recently, for being the source of this conversation. Please note that for the purposes of this conversation I will use the terms formula, recipe, method, script and template interchangeably.

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Great Management Questions

What questions should entrepreneurs ask themselves if they want to improve their companies?” Earlier this year, business thought-leaders including Jim CollinsMarshall Goldsmith, and Gary Hamel were asked this question and their responses were published in Inc. magazine.

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Banks’ Apple Pay Opportunity

In a pymnts.com article titled One Banker’s View Of Apple Pay Threats, the SVP of a large bank indicated:

“Though Apple gets a piece of every transaction, the company provides no help to banks in making sure their cards are “top of wallet” for use, or helping users decide which card is best of each situation.”

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