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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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 so brilliant, that it would give Apple, Google and Amazon a run for their money. It would go down in history as the best strategy every written.

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The Wrong Font Can Kill You. Literally. Your Sales, Too.

Can the font used for important medical instructions affect how well patients follow them?

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Why Big Organizations Are Broken

Charles Erwin Wilson, Eisenhower’s Secretary of Defense is credited with the quote, “What’s good for General Motors is good for the country.” In fact, what he said was actually the inverse (that what was good for the country was good for GM), but no matter, both statements had an element of truth.

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Brand Experience Brief: Sport Chalet

Welcome to my newest Brand Experience Brief, a video audit and analysis of a new or interesting retail or restaurant concept. Today you can take a look at Sport Chalet flagship store located in the Fig@7th shopping centre in downtown Los Angeles, CA. 

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