Stefan Kolle

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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The Contactcentre as a Profitcentre

I don’t think there is any need to push the statement “a great customer experience leads to happier customers, which in turn leads to higher profit” anymore – over the past 20 years we have seen thousands of books and articles, and a multitude of that number in PowerPoint slides, proving time and again that happier customers lead to faster growth, increased share prices against the not-so-customer-centric peer group, more loyalty/less churn, etc. 

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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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Getting customer service out of the defence - Futurelab and infinIT.cx

Munich, 25th Jan  2019 - Customer Experience is the heartbeat of every business. However, there is still a negative perception around customer service - within businesses and amongst customers alike. Futurelab and infinIT.cx have joined forces to change this and to show the value of customer experience.

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One Big Mistake Costing Car Dealerships Millions in Sales (and a simple way to fix it)

An average car buyer visits 1.4 dealerships before buying — almost 70% less than some 10 years back (down from 4.5 visits). Put differently, the face to face time your sales reps have with buyersis now 3 times more valuable than before. 

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