We're an international advisory boutique on a mission to make the world a more customer-friendly place. Part of us does this because it feels great to put a smile on a customer's face. But the other part knows that customer-centricity is the most profitable path to growth for any business. Our focus We help you better connect to existing and new customers. Tactically, by helping you improve the customer experience or develop meaningful innovations. Strategically, by driving structural, customer-centric change throughout your business. Our style We're no standard "consultants". We don't do thick reports, armies of juniors and fancy pitches. We're pragmatic executives who've lived the job you're trying to get done. We don't just talk customer-centricity. We roll up our sleeves to "make it happen". What makes us unique is that we also have a full scale research team on board. We provide qualitative research (with a focus on NPS), which supports the consultants - and our consultants help turn research into concrete ideas and actiosn. Our benefits Our different way of working means that: We're faster and cheaper: Rather than diagnose for months, we rapidly formulate 80/20 opinions based on work and research you've already done. This makes our recommendations "fast" and significantly reduces overall project costs. Strategies get implemented: We don't believe in "PowerPoint dictates". We work with your people to leverage and credit their work. Their know-how. This way, they'll want to implement the strategies and plans that get developed. Deliverables are clear: We don't talk process, we talk results. So you'll know what you'll get.
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Consistently create and deliver the "right" customer experience Giving your customers a quick "wow" is easy. But unless you do it in a sustainable and profitable way, it is hollow ... and potentially very expensive. We can help your company right-size its customer experience across physical and digital channels so it structurally meets customer expectations and exceeds them where it matters.
We can help you do this:
strategically, by designing and implementing a customer experience framework for your services, products and business organically, by motivating your people to take the right type of customer initiatives and scaling the ones that hold most promise tactically, by identifying the ways your business "can do better" and fixing this pro-actively, by scripting branded advocacy moments, which drive loyalty and word-of-mouth.
Specific CX Services
If you don't want to embark on a full customer experience design trajectory, we can also support you with tactical interventions. Notable are our:
customer experience scans, which unveil the real experience you offer your customers, and how you can improve it customer journey maps, which describe the reality and expectations at every touchpoint in every channel customer experience standards, which provide your business with actionable business objectives and KPI's related to CX branded service design, where we help you identify unique services and experiences that drive advocacy for your brand
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Coordonnées de FUTURELAB NV
Siège socialAntwerp, Belgium
Building great business stories.
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