SITUATION
Energi Fyn Broadband delivers broadband services through the Waoo collaboration – a partnership Loyalty Group also support. The company worked very ambitiously with customer retention and customer satisfaction. Passionate internal champions drove the customer loyalty agenda, ensuring it was deeply rooted across the organisation. Energi Fyn Broadband wanted to accelerate this already strong foundation. Achieving this required deep customer insight.

SOLUTION
Loyalty Group supported Energi Fyn Broadband by conducting further analysis of the existing results from the Waoo collaboration. The work included more detailed segmentation and further prioritisation of key focus areas.
In addition, a series of event-based surveys were implemented at particularly critical touchpoints. Loyalty Group also managed the ongoing work related to data collection, customer analyses, reporting, and regular status and inspiration meetings.

RESULTS
Through continuous data collection, Energi Fyn Broadband has been able to act much earlier in its efforts to retain so-called critical customers. The analytical work has also provided clear evidence of the business and financial value of strengthening customer loyalty among the company’s customers.
The most impactful initiatives can now be assessed, prioritised and continuously monitored, ensuring a focused and value-driven approach to customer experience improvement.