Specialists in customer loyalty

We help businesses maximise revenue by boosting customer loyalty.
And we’ve been doing so for more than 25 years.

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Loyalty Group in numbers

years in the industry

projects completed

different industries

Real-world experience

We have been helping businesses to translate customer insights into increased revenue ever since the first websites went live. With more than 25 years of real-world experience and hundreds of satisfied clients, we are confident in our claim of being experts in customer centricity.

Evidence-based consulting

Experience is not enough when making business critical decisions. Hard facts win every argument! This is why one of our prime tasks is the fact-finding you need for informed decision-making about your customers and business.

From insights to results

Customer intelligence has no value until it is translated into visible actions and measurable results for your business. We help you prioritise the most value-creating drives and quantify your gains from increased customer centricity.

360º business focus

A successful customer-centric approach requires tearing down silos and confronting norms. We focus on the all-round facets of the customer experience and equip both management and staff to make the crucial difference in your customer touchpoints.

The AutoIndex study is considered a unique and valuable supplement to the types of Customer Satisfaction surveys that we perform ourselves.
I have personally worked with Loyalty Group in both my current and my previous job (President, Toyota Norway) and to sum it up, I am happy to recommend both Loyalty Group and the AutoIndex study to other NSC’s.”

– Alar Metsson, President, Toyota Denmark (2021)

At Mindline, we apply AutoIndex on all the educations and pieces of training where they are available to us from the NSC. Our experience from the training where it is used versus where it is not, is that there is a clear effect on the participants’ understanding of why there is a need to develop and improve the customer experience. This simply means that the effect of education and training will be far greater and thus more value-creating for both the NSC and the dealers who send their employees on training and invest both time and money in this. The AutoIndex reports are for Mindline as a trainer, a fantastic tool and a simple way to present facts and inspire behaviour change so that customers get the optimal experience. It saves us a lot of time on the courses and makes them significantly more efficient and relevant for the participants.”

– Jørgen Faddersbøl, CEO, Mindline (2022)

Loyalty Group has a lot of knowledge about how successful sales processes and customer journeys build loyalty over time. This gives us a very good basis for how we can develop in relevant areas and forms the basis for our further improvement work in the organization. Based on our many years of collaboration, I can only give the AutoIndex study and the Loyalty Group consultants my very best recommendations.”

-Jan Christian Holm, General Manager, Lexus Norway (2021)

Over the last 3 years, the Loyalty Group team has inspired us in our work on our “Consumer Journey”, which the new organization now takes to the next level. I hope we get the chance to work together again in my new job as CEO of Volvo Car Turkey.”

– Magnus Boman, CEO, Volvo Car Denmark (2020)

The corporation with Loyalty Group and the AutoIndex study has resulted in changed business procedures, updated guidelines and a general optimization of Bayern AutoGroup. The result is indisputable – Increased customer satisfaction, increased employee satisfaction and increased earnings at Bayern AutoGroup.”

– Søren Vinderslev, CEO, Bayern AutoGroup (2021)

Loyalty Group’s approach is very direct. It can at first sight be perceived as an attack on our current working methods. After several years of collaboration, however, the conclusion is that this approach is solely due to Loyalty Group’s sincere passion to create the best customer experience for our customers.”

– Troels Nielsen, COO, Jan Nygaard (2021)

Customer loyalty

Loyal customers are where the money is. Which makes it critical for your company to gain the right customer insights so that key initiatives can be prioritised and implemented to ensure profitable customer centricity going forward.

Motivating management

The key to customer loyalty is senior management’s commitment. All too often, management sees customer centricity as ‘nice-to-have’ – but that is a mistake. The fact is, investing in customers is worth real money. Customer centricity has to be a company-wide commitment. And it starts at the top with senior management.

Project scoping

Achieving your goals is a non-starter without knowing the way to go. Before your company embarks on its customer centricity project, you’ll need a scoping project to define your goals and how best attain to them.

Net Promoter Score®

Net Promoter Score is easy to understand – and familiar to most employees. The score is a simple number that can go either up or down. The concept is easy to communicate in-house, enables benchmarking against other organisations and is often used as a target metric for placing loyalty on the agenda. However, Net Promoter Score should not be used indiscriminately.

Customer Journey Mapping

Not all touchpoints with your customers are equally important. Customer Journey Mapping (CJM) creates structure, provides insights into the customer journey and ensures that your company has the best basis for achieving profitable customer relationships.

Customer Centricity Maturity Assessment

Employees can accomplish far more if their company gives them the scope to do so. The CCMA survey identifies the factors that deter employees from engaging fully in customer centricity and gives management a ranked list of key action areas to address those factors.