customer centricity

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.
 
We worked with the world’s biggest car manufacturer.
We made them dance.
On their desks. 
 
We’re Futurelab. We get involved. We get passionate. We get results. That’s why we’re set on becoming Europe’s brightest, boldest and most successful customer-centricity consultancy. Want to join? 
 
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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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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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Futurelab joins forces with infinit.cx as an independent subsidiary

A couple of months ago, we announced that Futurelab had become a partner infinit.cx, a leader in complex contact centre solutions which has a long list of successful customer experience stories in Germany. Today, we are happy to announce that we have gone further in our partnership. From now Futurelab will be an independent subsidiary of infinit.cx GmbH.

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How To Interest Your Colleagues in the Customer Voice

Customer-centricity starts by listening to the customer. But in many organisations it seems that the further you get away from the customer (research) department, the less people actually listen.

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Privacy: Hassle or Customer-Centric Opportunity?

When it comes to managing the digital customer experience, there’s an interesting duality all of us need to deal with:

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Why Customer Experience Transformations Stall

I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018.

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Customer Understanding: The Cornerstone of Customer-Centricity

If you don't know by now, customer understanding is the cornerstone of customer-centricity.

Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.

What is customer-centricity?

A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it! Customer-centricity is about putting the customer at the center of all you do.

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ING Insurance: The Journey Towards Customer Centricity

Insurance companies have always suffered negative reputation among customers for complexity, lack of clarity and impersonal service. 

Then, the situation got even harder. 

After financial markets fell in 2008, many customers lost their faith. Something needed to be done quickly. 

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