For many years, STARK has been dedicated to improving customer loyalty throughout the organization. This has included a strong focus and effort on measuring customer loyalty. The ambition is to get as close to their customers as possible to better understand their needs, with the goal of improving customer experiences at all points of contact within the company.
STARK implemented the nps.today solution to collect real-time data at the moment of transaction. This step enabled quicker and more accurate responses from the company, allowing STARK to improve their service and customer response. The solution included direct integration into their Microsoft Dynamics and Miralix systems for optimal efficiency and data management.
STARK views customer loyalty as the cornerstone of their business, and the implementation of the nps.today solution was another strategic step in this direction. The integration of the solution helped to improve their efficiency and precision in data handling. Moreover, it enabled quick responses and effective follow-up, which plays a central role in maintaining and enhancing customer experiences.
At STARK, the goal is always to offer solutions that optimally match the customer’s needs, both in terms of time and cost. This commitment means that customer loyalty is always a top priority in their daily work.
In 2015, STARK, a prominent player in the building materials industry, took a strategic step by implementing NPS measurements in their organization. This decision was driven by a desire to optimize customer loyalty and improve the internal feedback culture. From the outset, the ambition was to use a solution that could be directly integrated into internal systems, without the need for an external platform.
The core of STARK’s collaboration with nps.today was to gain a deeper understanding of the customer experience at the moment of transaction, enabling quicker response to feedback. The direct integration into their CRM and phone systems facilitated a streamlined and automated process for handling the collected customer feedback. This approach involved collecting feedback at the moment of transaction, ensuring quick and accurate response based on data immediately added to their systems.
STARK has integrated the nps.today plug-in into Microsoft Dynamics, fully automating parts of their NPS workflows. This integration allows the automatic dispatch of NPS surveys at every event and change in data. The customer-responsible team benefits by being able to react quickly and effectively to customer feedback by creating detailed follow-up tasks directly in the CRM system.
Moreover, the integration enables STARK to easily create new leads or contacts when they receive NPS responses from previously unknown respondents, streamlining the process and enhancing their customer engagement. Through the solution, alarms for action and follow-up can also be set up to ensure quick and effective follow-up on customer feedback.
nps.today had a module that could be directly integrated into our Microsoft Dynamics CRM system, and now, with the acquisition of a company in England that uses Salesforce, we can easily integrate it there as well, since it’s another CRM system supported by nps.today. This was a major reason for choosing nps.today, as it’s a plug-and-play system we could use directly from our CRM system.
A closed-loop approach in customer service allows STARK to create better customer experiences. By continuously collecting feedback and quickly responding to customer needs, they offer more personalized and responsive service. This approach not only leads to improved customer loyalty but also to increased satisfaction and repeat purchases, ultimately contributing to better sales figures. By closing the feedback loop, STARK ensures that every customer experience becomes an opportunity for improvement and growth.
When customers give a low rating after an unsatisfactory experience, we’ve found that quick follow-up can turn them into loyal customers. By proactively contacting them and taking their feedback seriously, we create a sense of value and recognition in the customer. This also applies to customers who give us the highest rating. By exploring opportunities for further cooperation with these satisfied customers, we actively involve them in our improvement process, which reinforces their feeling of being an important part of our business.
STARK’s direct integration of NPS measurements into their Miralix phone system has significantly impacted the customer experience. This integration allows STARK to collect immediate feedback after customer interactions, enabling them to quickly identify and respond to both positive and negative customer experiences. With more immediate and targeted follow-up, STARK strengthens its customer relationships, leading to increased loyalty. This proactive approach ensures that each customer inquiry becomes an opportunity to improve service and enhance customer loyalty.
Over a period of 3-4 years, STARK has managed to double their NPS score, which has also positively impacted their earning potential. STARK’s efforts extend throughout the entire value chain, from the creation of customer accounts to the purchasing experience. This includes aspects such as the variety of the assortment, effective phone customer service, and user-friendliness. Being attentive at each point of interaction ensures STARK provides a consistent and positive experience across all customer contacts.
Our success with customer measurements stems from its application at all levels of the organization. From management down through all customer contact points, we constantly focus on how we can best assist the customer. This customer-focused mindset is key to our success in both customer measurements and satisfaction.