Futurelab is a marketing strategy consultancy that drives profit through customer centricity and innovation. They believe marketing should focus on how brands can provide useful services to customers in all areas, beyond just products and promotions. In the digital age, products and services can be replicated at low cost and act as mass communication messages. Successful innovations start by identifying an unmet customer need and developing a solution to meet that need through a useful service that fits the brand. The solution should then be tested and adjusted through a beta process before communication.
This is a Keynote presentation on marketing innovation I did in Kiev on October the 1st, 2010.
It's based on 'A Useful Guide to the Brand Utility', but the cases are approached from a different perspective: innovation.
The key message is that innovation is not just about new products, it's about new solutions.
10 Event Technology Trends to Watch in 2016Eventbrite UK
We’ve picked 10 exciting, innovative technologies that are gathering pace and adoption, and are likely to start appearing on your radar in 2016. Get ahead of the curve by learning more about them.
From Sales Promotions to Sales PromotersAlain Thys
This speech I gave in Bucharest makes a case for consumer brands to reduce the weight of ’sales promotions’ in their marketing plan. Instead, I call for an increased focus on delighting consumers to the point that they become "sales promoter" for the brand.
This speech I gave in Bucharest makes a case for consumer brands to reduce the weight of 'sales promotions' in their marketing plan. Instead, I call for an increased focus on delighting consumers to the point that they become "sales promoter" for the brand.
Why social media is the next step in direct marketing. And why it isn’t. for ...Polle de Maagt
Nothing changed and everything changed.
The more direct contact brands have with consumers,
the more they need a coherent core identity.
One that translates both into tweets and invoices
in campaigns, and more important, a permanent dialogue.
Because people’s expectations have shifted.
Towards new client service normals.
From ads to acts.
Changing companies towards more consumer centricity isn’t easy.
That requires proving you’re on the right track every single day.
Showing progress.
Building upon your companies’ unused potential.
This is a Keynote presentation on marketing innovation I did in Kiev on October the 1st, 2010.
It's based on 'A Useful Guide to the Brand Utility', but the cases are approached from a different perspective: innovation.
The key message is that innovation is not just about new products, it's about new solutions.
10 Event Technology Trends to Watch in 2016Eventbrite UK
We’ve picked 10 exciting, innovative technologies that are gathering pace and adoption, and are likely to start appearing on your radar in 2016. Get ahead of the curve by learning more about them.
From Sales Promotions to Sales PromotersAlain Thys
This speech I gave in Bucharest makes a case for consumer brands to reduce the weight of ’sales promotions’ in their marketing plan. Instead, I call for an increased focus on delighting consumers to the point that they become "sales promoter" for the brand.
This speech I gave in Bucharest makes a case for consumer brands to reduce the weight of 'sales promotions' in their marketing plan. Instead, I call for an increased focus on delighting consumers to the point that they become "sales promoter" for the brand.
Why social media is the next step in direct marketing. And why it isn’t. for ...Polle de Maagt
Nothing changed and everything changed.
The more direct contact brands have with consumers,
the more they need a coherent core identity.
One that translates both into tweets and invoices
in campaigns, and more important, a permanent dialogue.
Because people’s expectations have shifted.
Towards new client service normals.
From ads to acts.
Changing companies towards more consumer centricity isn’t easy.
That requires proving you’re on the right track every single day.
Showing progress.
Building upon your companies’ unused potential.
My talk from the 2010 Cannes Lions.
For you startup geeks out there I guess you can say I’m giving advertising the “lean startup” treatment. For those of you with real jobs, I’ll be talking about how we can reduce risk, eliminate waste and increase the impact in campaigns where media fragmentization and hyper competition are significant factors.
In a time when consumers have been confined to their homes and social contact has been limited, influence has been pulling to the forefront of our increasingly virtual reality. But now that we are beginning the slow transition out of lockdown, how should brands be preparing to future-proof their influence for a post-COVID-19 world?
The Next Generation Content Is The ProductHelge Tennø
Customers are demanding more from their products and servces. Corporations need to fill the gap between the product and the customer with more value and service.
Up until now, the practice of UX Strategy has been overrun by highfalutin propaganda and no practical guide that explained the strategic techniques as an easy-to-apply methodology. That's why Jaime says she wrote her book UX Strategy. At this talk, Jaime discussed what user experience strategy looks like in practice and explains how it intersects with UX design and business strategy.
a useful guide to the brand utility - 2014 versionIngmar de Lange
I love marketing.
I hate marketing.
Marketing can be annoying.
But it can be meaningful as well.
It can do nice things.
Even good things.
The brand utility is an example.
I hope this extensive guide inspires brands to do good.
I originally wrote it in 2010.
This is a new, updated version.
In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.
You can find the report here
Some key insights:
* It remains a problem to get buy-in from the rest of the organization
* This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
* Moving from concept to implementation – and driving action – is the main barrier to reach the next level
* Showing the ROI of CX Programmes remains key – but is also seen as a struggle
* And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique
So have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.
Ihr Kundenstimme-Programm bringts nicht - und Sie wissen es!Futurelab
Dieses Papier soll Sie nicht davon überzeugen, dass Sie ein Voice of the Customer (VoC)-Programm benötigen. Wir schreiben das Jahr 2020 – ich nehme an, dass Sie bereits eins nutzen. Falls nicht, lassen Sie mich bitte wissen, ob Sie Argumente brauchen, um Ihren Chef zu überzeugen.
Allerdings sind 50% aller Voice of the Customer-Praktiker mit ihrem Programm unzufrieden.
Fred Reichheld, der Erfinder des Net Promoter System, behauptet sogar, dass 70% der Unternehmen NPS falsch machen. Und zu viele VoC-Programme, denen wir bei Futurelab begegnet sind, haben Mühe, ihr volles Potenzial zu erreichen oder einen beträchtlichen ROI zu erzielen. Angesichts des derzeitigen Schwerpunkts auf ROI bei der Bewertung von VoC- (und im weiteren Sinne CX-) Programmen ist dies eine gefährliche Position.
Ich zeige Ihnen die wichtigsten Schritte auf, um den Erfolg Ihres VoC-Programms sicherzustellen - unabhängig davon, ob es auf NPS, CES oder anderen Messgrößen basiert.
Bitte nehmen Sie an einem der Webinare teil, in denen ich Ihnen Fälle, Beispiele und Geschichten über beste und schlechteste Praktiken vorstellen werde, um das Ganze zum Leben zu erwecken: https://lnkd.in/gUFb773
#customercentricity #cx# customerexperience #voiceofthecustomer #VoC #NPS #NetPromoter
My talk from the 2010 Cannes Lions.
For you startup geeks out there I guess you can say I’m giving advertising the “lean startup” treatment. For those of you with real jobs, I’ll be talking about how we can reduce risk, eliminate waste and increase the impact in campaigns where media fragmentization and hyper competition are significant factors.
In a time when consumers have been confined to their homes and social contact has been limited, influence has been pulling to the forefront of our increasingly virtual reality. But now that we are beginning the slow transition out of lockdown, how should brands be preparing to future-proof their influence for a post-COVID-19 world?
The Next Generation Content Is The ProductHelge Tennø
Customers are demanding more from their products and servces. Corporations need to fill the gap between the product and the customer with more value and service.
Up until now, the practice of UX Strategy has been overrun by highfalutin propaganda and no practical guide that explained the strategic techniques as an easy-to-apply methodology. That's why Jaime says she wrote her book UX Strategy. At this talk, Jaime discussed what user experience strategy looks like in practice and explains how it intersects with UX design and business strategy.
a useful guide to the brand utility - 2014 versionIngmar de Lange
I love marketing.
I hate marketing.
Marketing can be annoying.
But it can be meaningful as well.
It can do nice things.
Even good things.
The brand utility is an example.
I hope this extensive guide inspires brands to do good.
I originally wrote it in 2010.
This is a new, updated version.
Similar to Marketing Innovation, Kiev, Ukraine (20)
In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were.
We have now finished the report and are proud to share it with you.
You can find the report here
Some key insights:
* It remains a problem to get buy-in from the rest of the organization
* This is partially due to the tendency of many organisations over-estimating their own maturity when it comes to CX
* Moving from concept to implementation – and driving action – is the main barrier to reach the next level
* Showing the ROI of CX Programmes remains key – but is also seen as a struggle
* And finally – almost all CX Managers suffer from these issues – and most think their struggle is unique
So have a look at the report, find out that others share your pain, and let us know what you think of the remedies we offer.
Ihr Kundenstimme-Programm bringts nicht - und Sie wissen es!Futurelab
Dieses Papier soll Sie nicht davon überzeugen, dass Sie ein Voice of the Customer (VoC)-Programm benötigen. Wir schreiben das Jahr 2020 – ich nehme an, dass Sie bereits eins nutzen. Falls nicht, lassen Sie mich bitte wissen, ob Sie Argumente brauchen, um Ihren Chef zu überzeugen.
Allerdings sind 50% aller Voice of the Customer-Praktiker mit ihrem Programm unzufrieden.
Fred Reichheld, der Erfinder des Net Promoter System, behauptet sogar, dass 70% der Unternehmen NPS falsch machen. Und zu viele VoC-Programme, denen wir bei Futurelab begegnet sind, haben Mühe, ihr volles Potenzial zu erreichen oder einen beträchtlichen ROI zu erzielen. Angesichts des derzeitigen Schwerpunkts auf ROI bei der Bewertung von VoC- (und im weiteren Sinne CX-) Programmen ist dies eine gefährliche Position.
Ich zeige Ihnen die wichtigsten Schritte auf, um den Erfolg Ihres VoC-Programms sicherzustellen - unabhängig davon, ob es auf NPS, CES oder anderen Messgrößen basiert.
Bitte nehmen Sie an einem der Webinare teil, in denen ich Ihnen Fälle, Beispiele und Geschichten über beste und schlechteste Praktiken vorstellen werde, um das Ganze zum Leben zu erwecken: https://lnkd.in/gUFb773
#customercentricity #cx# customerexperience #voiceofthecustomer #VoC #NPS #NetPromoter
Your VoC Programme is underperforming - and you know it WebinarFuturelab
The webinar to go with the whitepaper Your VoC Programme is underperforming and you know it - do something about it: https://www.linkedin.com/posts/stefankolle_your-voc-programme-is-underperforming-and-activity-6656138043298324480-t96j
Your VoC Programme is underperforming - and you know itFuturelab
Your VoC Programme is underperforming - and you know it.
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
#customercentricity #cx #customerexperience #voiceofthecustomer #VoC
#NPS
Ihr Kundenstimme Programm (VoC) bringt's icht - und Sie wissen es. In einem kurzen, kräftigen Assessment mit sehr klaren Resultaten zeigen wir ihnen wie Sie die Ergebnisse, Aktionen und ROI empfindlich erhöhen können.
Your VoC Programme is underperforming - do something about itFuturelab
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
Contact centre presentation en webinar versionFuturelab
This is the webinar that goes with our Whitepaper we announced here: https://www.linkedin.com/pulse/from-worthless-priceless-transforming-your-contact-centre-kolle/
We will happily give you a private webinar presentation. Let us n know
Whether you are starting or an experienced practitioner, here are 7 CX initiatives that don't take too long to prepare and will bring ROI results - from quick wins to big wins. If you have some time this summer, have a look.
Suchen Sie eine einfache, schnelle und bezahlbare realisierung ihres NPS oder VoC Programmes? Futurelab bietet den outsourced NPS (oder auch NPS as a Service) an.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
3. FUTURELAB
futurelab
marketing strategy consultants
that drive pro t through
customer centricity & innovation.
Amsterdam Athens Berlin Brussels Bucharest Chicago Hamburg Helsinki Iasi Kiev
London Melbourne Miami Milton Keynes Moscow Prague Shanghai The Hague Valencia
4. FUTURELAB
30+ world-class In-house desk Strong allies for International
associates acting as research and trend implementation & publications & thought
“one global team” analysis resources measurement support leadership
• Remarkable practice research • 75K regular blog readers
• Social Media Analysis • +100,000 readers of
• Presentation Development presentations & papers
• Innovation Studies • regular speaking & media
• Trend Analysis appearances
• General Desk Research • on a mission to change
the marketing profession
21. FUTURELAB
online products and service can now be reproduced at almost
zero costs. just like a communication message.
the digital age transforms them into a new mass medium.
22. FUTURELAB
domino’s pizza shows you the realtime status of your pizza, from order to
delivery. this service was a popular viral, and thus also became a message.
35. problem information alternative purchase post-
purchase usage
recognition search evaluation decision purchase
customer journey
how can eye-catching services improve the customer journey?
35
36. FUTURELAB
amazon shows you that a book is cheaper at amazon when you are about to
buy one in a book store.
41. FUTURELAB
hi charges your phone battery at music festivals. a strong insight, since
phone charging became an indispensable part of overnight music festivals.
42. FUTURELAB
don’t use demographics when you think about an innovation. use an
activity. it’s not about who your consumers are. it’s about what they do.
running nike nike+
reading amazon free delivery
communicating nokia silence booth
driving at ecodrive
43. FUTURELAB
what’s important, is that there’s a t between your innovation and your
brand.
Frustration Aspiration
high involvement
Brand can make Brands can inspire
things simpler
Sports
Assurance Nike+
Nationwide Mobile
Irritation Fun
low involvement
Brands can make Brands make
things easier things more fun
Toilet paper Beer
Charmin Sit or Squad Wieckse Sun Radar
original model:
negative motivation positive motivation rossiter & percy
44. FUTURELAB
charmin makes it easier to nd free, clean public restrooms. this ts the
low involvement category of a toilet paper brand.
45. FUTURELAB
nationwide lets you manage all the paperwork on the spot after you had an
accident. this nicely reduces the irritation associated with insurances.
46. FUTURELAB
this is a process. not a product.
nd a unmet need.
develop a solution and go beta fast.
then adjust it. and adjust it again.
let it grow organically.
when it’s ready, communicate it.