NNIT
The goal: achieve the growth targets through loyal customers
– the approach was to optimise the customer experience based on comprehensive customer insight
SITUATION
NNIT is one of Denmark’s largest IT service companies and is owned by Novo Nordisk. For a number of years, the company had been growing, with a large influx of new customers as a result. One of the cornerstones of NNIT’s success was satisfied and loyal customers, so the IT company worked purposefully and ambitiously in this area. This required sharp insights.
SOLUTION
As part of NNIT’s overall effort, Loyalty Group carried out an annual customer survey aimed at top management at NNIT’s customers. Here, management gave a 360-degree assessment of NNIT as a partner, based on the contact they had had with NNIT during the year. The new customer insight became an important management tool for NNIT, now able to prioritise the areas that mattered most for customer loyalty – and take action accordingly.
RESULTS
NNIT’s targeted focus on customer loyalty contributed to significantly growth in both revenue and earnings. At the same time, NNIT managed to attract even more new customers, strengthen customer retention and increase sales to their existing customers.
Services delivered
- Clarification of insight and reporting needs (output)
- Definition of target groups (respondents)
- Definition of respondent data (existing data)
- Definition of questionnaires
- Definition of reporting and success criteria
- Definition of follow up structure
Data collection
- Baseline survey (Blue print)
- Relational customer surveys
Analysis & reporting
- Driver analysis
- Descriptive analysis
- Business analysis
- Critical customer processes (Closed loop)
- PowerPoint reporting
Implementation
- Results review