At Håndværker.dk, the employees are onboard the customer journey
“All employees are involved in the NPS work from day one and in why the customer journey is so important in our company. Therefore, they also do not experience that we measure on them, but that we focus on pursuing our goal, The perfect match”. Thorsten Olsen, Marketing and Commercial Director, Håndværker.dk.
The first thing that meets you when you enter Thorsten Olsen’s office at Islands Brygge is the wave. Of course, this is the customer journey wave, because at the tech company that matches Danish craftsman companies with homeowners all over the country, EVERYTHING starts with the customer journey. And Thorsten Olsen is the tour guide who shows the direction to his colleagues and employees.
The journey towards the perfect match
“The perfect match is about making everyone happy. Both the approx. 1 mio. homeowners who check in every year on håndværker.dk and our + 6,000 member companies that subscribe for access to customers, Thorsten Olsen explains.
“Our credibility and good recommendations are crucial in the efforts to deliver the right match, and employees must be motivated by when we change direction so that they can develop and become better based on their own performance. We measure operationally and all employees receive an individual NPS rating. It is a fundamental part of our strategy, and it is naturally felt by everyone to be part of this journey, says Thorsten Olsen.
He adds that it has also had a colossal effect in the form of better ratings that can be seen on the dashboard of the entire team.
There is full control over the toolbox
Håndværker.dk has the toolbox in order and is currently measuring 12 touch points, equally distributed between the craftsmen and homeowners. “The more touch points, the greater the degree of detail and thus greater knowledge about the customers.
“nps.today has taken our customer journey from the strategy table and made it operational. Their solutions are extremely user-friendly, and we found that they were quick to adapt and develop to our needs, says Thorsten Olsen.
NPS ensures daily transparency on the customer journey
Håndværker.dk is also planning expansions that can reveal further steps in the customers’ behavior.
“It’s about retaining, both homeowners and craft businesses, and about getting deeper into the customer journey in general and intercepting where they churn. We are notified immediately when we adjust the digital strategy and can therefore quickly correct further on the customer journey. In all modesty, we are quite skilled on our customer journey, and NPS ensures daily visibility and provides a here-and-now direction so we can adjust quickly. The goal of extensions of touch points is to become more skilled at acting even faster “, concludes Thorsten Olsen, marketing and commercial director, Håndværker.dk.