B2B

Expert Interview Series: Stefan Kolle of Futurelab On Improving the Customer's Experience

Stefan Kolle is the co-founder and managing director of Futurelab, a customer centricity and customer experience specialist consultancy working with some of the world's biggest brands to increase customer loyalty and profits. We recently spoke with Stefan about how companies everywhere can improve their customer experience.

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Amazon Didn't Kill Your Store, You Did

Today my wife and I went to the local Home Depot to look for ideas for the walls in the small hallway where we keep the foster puppies. We were looking at some vinyl and porcelain options, trying to decide what would look good, but also be durable for the constant flow of puppies that come through our house, I believe 55 or so to date.

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6 Steps to Help You Put Customers at the Center of the Organization, Part 2

I originally wrote today's post for Clicktools. It was published on their blog on October 25, 2016.

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does.

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6 Steps to Help You Put Customers at the Center of the Organization, Part 1

I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016.

In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does.

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Are you happy with your VoC or NPS programs?

Creating a working Voice of Customer program is not a simple task. You think of just starting to ask a few questions and nudging a few people in the right direction, and it seems fairly easy in the beginning, but then things start to get complicated. How do you prove that the questions you are asking are actually reflecting the situation? Why should the company pay for a separate questionnaire, while there is a perfectly fine 20-page-long annual marketing survey? Technology costs how much?

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Easy guide to choosing the right metric for your Voice of Customer program

It’s the season to be jolly and start planning the next year’s projects and activities! We at Futurelab research would like to help you get your Voice of Customer program up and running in 2017. We will do it by posting a series of materials, covering such important areas of Voice of Customer programs as program strategy, data collection and analysis, activation of the results, etc. 

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Four ways customer needs can lead to growth

Companies today spend a huge amount of time, money, and human resources trying to learn about customer needs. They don’t do this for laughs; smart companies do it because they are looking for ways to grow their business. But different types of growth require different inputs from customers; if you don’t know that up front, your efforts can fail at providing meaningful insights.

In this blog, I’d like to briefly overview the four different ways a service business can grow and the types of customer needs that can and should inform each.

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Keep Them Happy: How to Make Your Customer Satisfaction Scores Skyrocket

You think your customers are happy. But have you ever taken a step back to evaluate (and quantify) what they aren’t telling you?

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B2B Employee Brand Engagement

Building a strong B2B brand starts with corporate culture.  Business leaders must rally their employees around common cultural values because culture determines whether they will embrace and appropriately interpret and reinforce it in their customer interactions.   The opportunity is to use culture-building to optimize a company’s internal workings and engage the workforce in delivering unique, focused, and aligned customer experiences.

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Social Works for B2B, So Get Over Yourself

It’s never going to stop. There are those that still don’t believe that social media is an effective strategy for B2B marketers and probably never will be convinced. And that’s OK. Those of us who do believe in social will keep pushing the boundaries of modern demand generation best practices while others will just continue to cry out in opposition until the last person listening turns out the light.

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