Articles

What is NPS?

Net Promoter Score (NPS®) is an effective method to measure, understand and act on the experiences of your customers. Due to its effectiveness, NPS has become a method that many successful organizations exercise to create better customer experiences and more loyal...

Dear CFO – Have you measured your Customer Loyalty?

Have you figured out how it can pay off that you, as the CFO, are getting involved in the activities about loyalty and customer satisfaction in your organization, and thereby create a stronger bottom line for your company? You definitely have a skilled sales...

Content Marketing and customer loyalty

In collaboration with Klaus Lund Read and receive the answer to how you, with the right tools and the right approach to your customer’s need, can produce better content and at the same time be a co-creator of increased customer satisfaction in your organization....

The best way to measure NPS

The classic NPS measurement is conducted via e-mail and, as mentioned in the previous article, often only once a year and perhaps only as a supplement to, or as part of, a traditional questionnaire survey. It has to be clear that the fundamental point of departure is...

The Customer as a Strategic Areas of Focus

IS CUSTOMER FOCUS A PART OF YOUR ORGANIZATIONS STRATEGY? In collaboration with Klaus Lund Is customer focus a natural part of your organizational strategy? If not, you might want to reconsider your strategical areas of focus. Most organizations luckily have customer...

Well-Functioning Customer Relations

Businesses differentiate as day and night, and often it can be difficult to draw direct parallels between a local Danish timber business and a global pharma organization. On one point however, they do look alike: they do business with people and not companies. It is...

Operational Customer Loyalty Program – How it Works in Practice

We often meet organizations that explain that they are already using NPS as, for example, part of an existing customer survey or an annual questionnaire. In theory that is not wrong, but what we emphasis is how a loyalty program can generate far greater value when it...

Customer Loyalty – The key to increased turnover and earnings

Customer drop-out rate is a problem in many organizations. Even though many companies believe that they have a solid and thought through focus on customer loyalty, it is still not always the case that they have initiated the programs with the right tools and...