customer strategy

COVID is not killing your business. Bad Customer Experience is.

For many companies, autumn is the time to review their expenditures and make annual plans. As I am writing these words, I almost hear thousands of CEOs ordering their teams to slash costs whenever possible. The crisis is coming! We need to save; profits are at stake!

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Futurelab’s Blog is one of the Top 75 Customer Experience Blogs

For one more year our Blog is selected to be part of the top 75 Customer Experience Websites and Blogs, which should be followed. This year we are happy to be at the 43rd place and in the company of so many other amazing professionals. 

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Maximize the Results of your B2B Voice of the Customer Programme: The Ultimate Guide

Well-run customer experience (CX) programs can help B2B companies grow the lifetime value of accounts, save them from churning, and generate warm referrals that drive new growth.

According to a McKinsey study, successful programmes lower customer churn by 10-15%, increase sales close rates by 20-40% and lower costs to serve by up to 50%.

In addition, B2B leads generated through warm referrals have on average a 4 times higher lead-to-deal conversion rate compared to sales prospecting or advertising.

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Customer Experience Challenges 2020

In February & March 2020 we ran research amongst CX professionals, to find out what their biggest challenges were. We wanted to take the pulse of the CX community. So we reached out to 144 CX professionals recruited via LinkedIn Survey question: What are the main obstacles on the path towards improved customer experience (CX)? Data collection finished before the COVID-19 outbreak to exclude its impact on the survey results.

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Futurelab launches QuickPulse - stay on top of the needs of your customers

While we are all adapting to the new (hopefully temporary) situation it is more important than ever to keep taking the pulse of your customers.

You are shifting your contact center, your opening hours, your product portfolio and all the other things you need to do to adapt – but do you know how your customers feel about it? Are you focusing your attention where they feel it should be going?

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Customer Love in the Time of Corona

My meetings in Germany got cancelled, so I tried to contact the airline to change my booking. Chat did not work. E-mail was not offered. Call centre kept on cutting me off for hours on end. Finally, someone in their overseas office answered. It took me more than 6 hours to get help.

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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.

But then they decided to keep this strategy a secret, only to be shared by the worthy ones. They’d only tell 1 in 4 employees. 1 in 2 managers and none of the other four executive team members who didn’t participate in the off-site.

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Maximize the Results of your B2B Voice of the Customer Programme: The Ultimate Guide

Well-run customer experience (CX) programs can help B2B companies grow the lifetime value of accounts, save them from churning, and generate warm referrals that drive new growth.

According to a McKinsey study, successful programmes lower customer churn by 10-15%, increase sales close rates by 20-40% and lower costs to serve by up to 50%.

In addition, B2B leads generated through warm referrals have on average a 4 times higher lead-to-deal conversion rate compared to sales prospecting or advertising.

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How this brand doubled their sales by listening to their customers

Could asking two simple questions actually help double your sales?

Absolutely. Here’s a real-world case that proves it. And it just happens to be my favourite case of all.

It’s a story of a premium grill brand you most likely know - Weber Grills. In a period of just 3 years, they’ve doubled their sales. 

How did they do it? By adapting their marketing to their best customers’ PERCEPTION (even if it sounds illogical)

Check out the full story:

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Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy?

I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree.

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