Articles

What is NPS?

What is NPS?

The Net Promoter Score (NPS®) is an effective method for measuring, understanding and acting on your customers' experiences. Therefore, NPS has become a method that many successful organizations use to create better customer experiences, more loyal customers and...

Dear CFO – Have you measured your Customer Loyalty?

Dear CFO – Have you measured your Customer Loyalty?

Do you have the right toolbox? 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 certainly...

Content Marketing and customer loyalty

Content Marketing and customer loyalty

OPTIMIZE YOUR TOUCHPOINTS – ALSO IN MARKETING It is often in the marketing department of the company, that production and distribution of content occur. But even though alot of content is produced, you should still look it over and ask the question: Is our content...

The best way to measure NPS

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

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 business strategy? If not, you might want to reconsider your strategic focus areas. Fortunately, most companies have a customer focus on...

Well-Functioning Customer Relations

Well-Functioning Customer Relations

WHY EVEN WORRY ABOUT 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...

Operational Customer Loyalty Program – How it Works in Practice

Operational Customer Loyalty Program – How it Works in Practice

WHAT IS AN OPERATIONAL LOYALTY PROGRAM? 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. There is basically nothing wrong with that, but what we focus on is how a...

Customer Loyalty – The key to increased turnover and earnings

Customer Loyalty – The key to increased turnover and earnings

CUSTOMER LOYALTY – WHAT DOES IT MEAN? Customer dropouts are a problem in many companies. Although many companies believe that they have a solid and well-thought-out focus on customer loyalty, it is still not always the case that this work is initiated with the right...