CUSTOMER EXPERIENCE SOFTWARE

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WHAT IS NPS?

 

Net Promoter Score, or NPS, is the most commonly used method for measuring and working with customer satisfaction at an operational level. But what is it really, how do you measure it, and how can you as a company use it in practice. Learn more about the foundation of operational customer loyalty here.

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...

cases

complycloud

complycloud

Insights are the best sales tool “The value of integrating surveys across the entire customer journey in our CRM system, became clear right from the start. And in addition, our sales process has been significantly strengthened”. Glenn Rossen, Sales Director Glenn...

Håndværker.dk

Håndværker.dk

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...

Dansk Erhverv

Dansk Erhverv

Satisfaction surveys as a tool for dialogue "Dansk Erhverv is an organization with many functions, and what drives our success is first and foremost the members' experience and satisfaction with our services" Jan Hjorth-Mosegaard, Deputy Director with responsibility...

SATS

SATS

"OUR COO HANDED ME A FOLDER ABOUT NPS, AND OFF WE WENT" An NPS folder in the hand was in four months turned into a fully implemented survey campaigns of the members in the 46 SATS gyms. There is no doubt that Julie Fick and Christopher Gude have had a busy fall....

Moment

Moment

NPS became a part of Moments overall vision “PREVIOUSLY WE MADE IMPROVEMENTS BASED ON ASSUMPTIONS AND NOT KNOWLEDGE” Sara Vinding, Operations Director at Moment A/S, has been along since the start when they in 2010 decided to implement Net Promoter Score in the...

Jyllands-Posten

Jyllands-Posten

JYLLANDS-POSTEN INCREASES CUSTOMER LOYALTY WITH NPS Jyllands-Posten, one of the leading suppliers of quality journalism in Denmark, both in printed version and digitally, as many other Danish and international organizations want to have a deeper understanding of their...

EGN

EGN

EGN HAS COME EVEN CLOSER TO THEIR MEMBERS “We cannot just sit in here and think we know what happens out there.” Jørli Birk, Business Unit Director in the biggest professional network in Denmark, EGN Network Denmark, in this interview tells about how EGN works...

eurodan-huse

eurodan-huse

OPERATIONAL NPS CREATES INSIGTS FOR BOTH CUSTOMERS AND EMPLOYEES What difference does operational NPS do to an organization with an already large focus on good customer experiences? Via NPS.Today, eurodan-huse has systemized the surveys of customer satisfaction....

Columbus

Columbus

COLUMBUS A / S HAS MADE CUSTOMER SUCCESS A STRATEGIC GOAL IN THEIR 2020 STRATEGY “We come from a strategy that was introverted to now having and extroverted focus on the customers” CEO of Service Operations at Columbus, Esben Christensen, says. The top management and...

Altinget

Altinget

It is visible, black on white, how a membership cycle changes in both negative and positive directions. Mads Anker Holt Sørensen, senior consultant in Altinget and Mandag Morgen Arena, tells in this interview how one can maintain network members med NPS. It has become...

Audika

Audika

HOW AUDIKA CREATES CUSTOMER LOYALTY IN A GLOBAL MARKET“Quickly we realized that NPS.TODAY is a really great tool. It was easy to set up and it supports our way of working with loyalty. We receive the results immediately and can apply it to all our markets.”Birgitte...

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