EGN has come even closer to their members
EGN can now act before it is too late, and make sure to nurture the customers. They use the NPS score and have become closer to the customers and their needs.
Challenge
EGN wanted more specific insight into why some members left the network and thereafter what actions could be taken to keep the members for longer.
Solution
The solution became to increase the knowledge about their members and maintain the members through Net Promoter Score. EGN chose the NPS method from nps.todays solution because it is upmost user-friendly both for the customer-minded employees and for members.
Result
EGN now has the opportunity to act before it is too late, and make sure to nurture the customers. The employees also feel closer to, and more knowledgeable about who their members are and what needs they have.
Becoming closer to the members
Jørli Birk, Business Unit Director in the biggest professional network in Denmark, EGN Network Denmark, in this interview talks about how EGN works operationally with NPS to maintain members.
EGN wanted more specific insight into why some members left the network and thereafter what actions could be taken to keep the members for longer.
The solution became to increase the knowledge about their members and maintain the members through Net Promoter Score. EGN chose the NPS method because it is upmost user-friendly both for the customer-minded employees and for members.
Real-time insights enable EGN to act before it’s too late
The advantage is that you, with the nps.today method, quickly get an overview of your data with the help of the dashboards. This means that EGN can act before it is too late. They can do this because they can keep track of all the incoming responses and ongoingly see what NPS score the members reward them with. At the same time, the dashboards display the total number of detractors, passives, and promoters which grants EGN an overview of their total NPS score and how it changes both positively and negatively.
EGN today primarily works with detractors, which are those who score low between 0-6, but in the future, they will also lift passives, that score 7 or 8, to promoters that rewards the highest score of 9-10.
NPS along with coffee
It is not only for the members that the nps.today solution makes a big difference and enhances the dialogue. The employees also feel closer to, and more knowledgeable about who their members are and what needs they have when they enter a network or want to develop further through an existing network.
The employees at EGN can follow the member’s NPS responses on a big screen right next to their coffee where the responses are ongoingly submitted and the insights in the NPS data thereby becomes tangible and comprehendible for all employees.
From feedback to strategy
It has now become clear, visible, and approachable both for the network manager and for retention to act based on specific tendencies in EGN’s NPS surveys. For example, they now know the correlation between members discontinuing their membership and the NPS score and have now, in a very brief time, reached the point where they can avoid members discontinuing.
With the help of the NPS method they have created a dialogue and insight into the individual members’ status and level of satisfaction which gives them the opportunity to respond both earlier and faster.
NPS is integrated across EGN’s organization in Denmark and in other membership countries and NPS has furthermore become a KPI and a part of their strategical focus that the top management has prioritized.
“NPS has become an important part of the top management’s mindset”, Jørli tells and refers to that, when the top management leads the way that will create a fullhearted effort for the member focus to become an integrated part of the business.
EGN has come even closer to their members
EGN has found that they gain the most by using NPS straight after the member’s first meeting and after the onboarding meeting, which is an introduction to the EGN universe. After the first meeting, they sent out an NPS survey, a transactional survey, to ensure that the member has its’ needs and expectations met from the beginning.
And it can pay off to survey quickly as they have changed the content of some of the meetings due to the NPS-responses. Besides transactional surveys, they also conduct relational surveys twice a year.
About EGN
- Since 1992 EGN (Executives’ Global Network) has offered tailored networking groups for leaders and specialists.
- Today EGN is a global network with 14.000 members in 15 countries, representing more than 8.000 companies and 70 professionals.
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