Do You Speak Customer? Then Speak to Us....

We worked with one of Central Europe’s biggest insurers.
We made them cry.
At their senior leadership conference.
Proper tears.

Continue Reading

5 Quick Wins for Your Net Promoter™ Programme

When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on customer feedback show up in the (financial) numbers.

Continue Reading

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. 

Continue Reading

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.

Continue Reading

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.

Continue Reading

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. 

Continue Reading

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. 

Continue Reading

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:

Continue Reading

Re-think Your Marketing Models

It’s brand new world out there. 500 million tweets are sent every day. Amazon sells over 250 million products. Over 27,000 reviews are posted on Yelp every minute. The average U.S. TV home now receives 189 TV channels.

Continue Reading

Improving Inefficient Web Navigation Might Be the Wrong Answer if Causes Users Problems -Especially Older Ones

Really useful insights from NN/gFeatures meant to increase user efficiency by reducing steps can end up hurting users if they do not conform to existing mental models and expectations based on past experiences.

Continue Reading
Subscribe to Futurelab RSS