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.

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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.

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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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Effective Feedback: The Little Known Secret to Pixar’s Creative Success

With 15 Academy Awards and an average worldwide gross of over $600 million per film, Pixar might just be the most successful creative enterprise ever—and one of the most profitable. Out of the 14 features the firm has produced, all but one have made the list of top 50 highest grossing animated movies.

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How a third part service can ruin your customers’ satisfaction

As customers of the modern world we are used to the online shopping. It is an easy way to get what we want – easy, fast and even cheaper. But that don’t mean that we are not choosey and that we can be easily satisfied.

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