Cases

Despite a growing focus on digital, social media still presented a knowledge gap for this regional news organization.  Still, to be able to compete, the group needed a clear way of connecting the social developments to their CRM strategy.

They called Futurelab for information and inspiration.

When you’re trying to figure out a tricky issue, sometimes all you need is to sit in a room for a day and gather your thoughts. Writing a growth plan while having just been acquired by a major customer, is such a time.

So the CEO of this media company called Futurelab; he invited us to sit in that room with him.

Situation

The CEE division of a leading magazine & media group wanted to encourage its national subsidiaries to innovate "beyond the magazine" and this way discover new business models and future sources of revenue.

With an 80% share of the market, this mail distribution company had worked hard to achieve its dominant position in Belgium. The company was keen not to lose momentum, but their near-monopoly situation offered limited capacity for growth. Especially in a market which was activitly migrating from paper distribution to digital.

The management team asked Futurelab to show the way forward.

This is the story of NPS in an emergency. You’re a young, well-liked, cheeky upstart brand. You’re famous for taking on new sectors and turning them upside down, challenging business models, prices and customer communications. You decide to enter the UK’s reviled cable TV, fixed line and broadband sector, with its reputation for appalling customer service. You’ve got one shot to rescue customer perception. You get NPS and you want got get it right.

This is a study in how to succeed with NPS in the face of scale and structural complexity. The client was a billion-dollar builder of diesel truck engines, operational in 120 countries, serving 22 market segments, through five business units and 300 hundred franchised repair centres. Results were notably patchy and overall NPS scores had started to stagnate. The Director of Customer Service Excellence asked our associate to review and refresh their worldwide NPS programme to reach all key pain points, deliver greater consistency and drive growth in strategic areas.

Situation

A Greek electronics retail chain had high variations in sales results per store and per product line sold. The company wanted to understand "why" these variations were happening, and how it could overcome them in a positive manner.