Stefan Kolle

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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First German language NPS conference and certification

If you're into NPS and happen to be in the area of Düsseldorf on September 3, you may want to participate in Germany's first Net Promoter conference.
 
It is organised by the NPS-Thinktank, a joint initiative by BUW Consulting, Futurelab and PaulusResult, the goal of this event is to bring together German NPS practitioners for best practices, case studies and lots of informal networking.
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Five SMARK Questions for Stefan Kolle

In the build-up to his presentation at the Marketing 360 conference in Bucharest, SMARK - Romania’s leading community for marketing professionals - interviewed my colleague and business partner Stefan Kolle on the topics of NPS, customer experience and advocacy.

As the interview contains some interesting points which you might not be able to pick up from the Romanian edition, we thought we’d reprint the Q&A with the journalist:

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Marketing in Times of Singularity

About a month ago I was asked to supply an article for the Ukrainian «Business» magazine. In a short essay I had to reflect on the obscure topics of the Future of Marketing. Would there be brands in 2031? What instruments CMO’s would have at that time? And aren’t we all supposed to be dead in December 2012 how different will the consumer be? This is when I realized that I haven’t written anything like this for a while. The future that I was predicting in Top Ten Trends in Marketing Innovation was about to happen now. However, 2031 was still a longer shot, so I gathered that I can let my imagination fly free.

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Jane McGonigal at CFFDC: Nobel Prize for Game Designer by 2023

This morning I was at one of the excellent Creativity Forums that FlandersDC regularly organizes. This one had a special twist – female speakers only, including Randi Zuckerberg, Christine Heffner, and my personal favourite, Jane McGonigal of the Institute for the Future.

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New FutureLab site in 'Public Beta'

A couple of years overdue, and a few months late (as these things always seem to go), we are proud to put our new site in public beta: http://beta.futurelab.net. Although the site is not entirely finished yet (some functionalities have not been activated yet, and most importantly, only about 1/3 of the content has been added), we think we're ready for feedback.

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A Word on WoM Metrics

 by: Stefan Kolle

        As I pointed out in my previous post, in my opinion we are measuring the wrong things in marketing, and many of us are still living in a delusional world of measurability. Let me take this discussion into the realm of Word of Mouth (WoM).

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Metrics vs Attention, Relevance and Reputation

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NPS - what is it REALLY good for...

To follow up my previous post on the Net Promoter Score (NPS) being under fire, I would like to engage the readers of this blog in a discussion on the use and value of the NPS in itself. I will be listing some (rather random) thoughts and musings on the NPS to get your insights and ideas.

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Net Promoter Score under fire?

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