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WHAT IS NPS?

 

Net Promoter Score, or NPS, is the most used method when measuring and working with customer satisfaction on an operational level. But what is it really, how does one measure it, and how can organizations use it in practise? Expand your knowledge on the foundation of operational customer loyalty here.

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...

cases

SATS

“OUR COO GAVE ME A FOLDER ABOUT NPS, AND THEN WE WERE OFF” 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

“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 Copenhagen-based recruitment agency. Moment...

Jyllands-Posten

JYLLANDS-POSTEN INCREASES LOYALTY WITH NET PROMOTER SCORE 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...

EGN

EGN HAS BECOME EVEN CLOSER WITH THEIR CUSTOMERS “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

OPERATIONAL NPS CREATES INSIGHTS IN 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 A/S HAS MADE CUSTOMER SUCCES A STRATEGIC TARGET WITH THEIR 2020 STRATEGY AND NOW THEY ARE CONDUCTING SURVEYS ON THEIR CUSTOMER’S LOYALTY IN 11 COUNTRIES WITH NET PROMOTER SCORE “We come from a strategy that was introverted to now having and extroverted focus...

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 – CUSTOMER LOYALTY ACROSS BOARDERS

THIS IS HOW AUDIKA CREATES CUSTOMER LOYALTY ACROSS BOARDERS“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...

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