Stefan Kolle

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 to start your VoC Programme - Webinar Introduction

This video promotes the next Futurelab Weekly Webinar. We have already kicked off a serie of 13 weekly webinars around our CCC model - the recipe for a successful VoC implementation. 

This video focuses on the CORE of your programme - Who/When/What/How - your Data Strategy. You can register for the next webinar here or for any of the upcomming webinars in the series.

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Webinar: How to start your VoC Programme with the right Data Strategy

After the launch of the Futurelab Weekly Webinar last week, we now continue with the first webinar that goes more in-depth – how to start your Voice of the Customer programme.

What I am about to tell you may sound obvious – but most companies do not fully run this step at the beginning, while it is an absolute necessity. You need to establish your data-strategy.

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Announcing the FWW: Futurelab Weekly Webinar

We are proud and happy to announce the launch of the Futurelab Weekly Webinar. As we have accumulated so many insights, cases and presentations over the past 17 years of customer strategy, CX, VoC and EX consultancy, we thought it’s about time to really start sharing that content - every Tuesday at 12.30 CET, so it's a nice half hour during your lunch break.

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ROX instead of ROI in the Contactcentre – a holistic approach

Join me for the webinar on Monday (in German).

Companies need a holistic understanding of the returns of a CX and EX program to take the contact center off the defensive and make it futureproof. Determining a Return on Experience (ROX) helps you show the rest of the organization that you are running a value center, not a cost center.

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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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From worthless to priceless: Transforming your Contact Centre into a Customer Value Centre

From Contact centre to Customer Value Centre: read our new opinion paper. As we are not at the CCW, please watch also our webinar!

Dear Reader,

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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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Futurelab’s founder will be judging at the International Customer Experience Awards 2019

Less than a month separates us from one of the most inspiring events in the CX world – the International Customer Experience Awards 2019. And this year our consultancy company will be again in the center of it. 

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