Home 9 Inspiration 9 Cases and clients 9 Waoo

Waoo

Defending the top position takes hard work
– driven by deep customer insight, focused initiatives, and structured follow up

”There is no doubt that working with Loyalty Group has been a very good investment for Waoo”

Brian Lønroth, CEO, Waoo Fibia

SITUATION
Waoo was established in 2010 and was originally owned by a number of Danish energy and fiber network companies. Waoo is headquartered in Haslev in southern Zealand but collaborates with its local partner companies across the entire country.

From the outset, Waoo has conducted customer surveys, but in 2018 the company entered into a partnership with Loyalty Group with the ambition of significantly strengthening its efforts. Waoo needed surveys with detailed, partner level results to enable the development of concrete action plans.

The goal was to maintain Waoo’s unique position as having some of the most loyal customers in the market, as reflected in studies such as the BrancheIndex Internet survey.

At the same time, Waoo wanted practical workshops to be an integral part of its strategy in order to further strengthen its work with loyal customers.

SOLUTION
A close and value creating collaboration between Loyalty Group and Waoo has always been the focal point. Both transactional and relational customer surveys are used, with Loyalty Group analyzing all results with a particular focus on onboarding new customers and further developing existing ones.

Action Plan Workshops are held on an ongoing basis with all relevant partner companies. Following these workshops, concrete and partner specific action plans are developed and implemented within the organizations.

In addition, Loyalty Group continuously provides inspiration and support to help maintain motivation among partners in the Waoo collaboration.

Questionnaires, reporting, and the various workshops are continuously adapted to ensure the highest possible relevance.

RESULTS
Waoo continuously receives detailed and prioritized overviews of the most relevant and value creating focus areas. This enables Waoo to allocate its resources optimally in the implementation process. Loyalty Group delivers in depth results at the overall alliance level as well as unique insights for each individual partner company.

In addition to action oriented insights, Loyalty Group ensures frequent and structured follow up on the selected focus areas through various workshops.

Unconditional support from top management, relevant and actionable customer insight, motivated employees, and a frequent follow up structure together provide Waoo with an optimal foundation for defending its leading market position.

Services delivered

Executive anchoring

Design of VoC program (Voice of Customer)

Data collection

Analysis & reporting

Implementation

  • Results review
  • Results workshop (prioritization)
  • Action plan workshops
  • Follow up workshops

Training & education

  • CX Master Professional/Practitioner

Organizational motivation

As CEO of Waoo, I have worked closely with Loyalty Group for several years with the aim of continuously improving the customer experience related to Waoo products and the services provided by Waoo’s partners. From day one, Loyalty Group has challenged our established approach to satisfaction measurements, with the purpose of shifting the focus toward implementing improvements for customers.

– Brian Lønroth, CEO, Waoo Fibia

I have experienced a high level of professional depth among Loyalty Group’s consultants and a constant ambition to challenge our performance level through ongoing follow up on action plans and implementation. Through our collaboration with Loyalty Group, I have seen a significant shift in customer focus, both internally at Waoo and among our partners, bringing the customers’ real experiences onto the agenda. Customer focus does not happen by itself but through a continuous process, in which Loyalty Group has played a major role in helping us build and facilitate that process.

– Brian Lønroth, CEO, Waoo Fibia

There is no doubt that working with Loyalty Group has been a good investment for Waoo. We have not only gained a better process but also a far more customer centric culture at Waoo and among our partners. If you are willing to be challenged and prepared to measure and act on your customers’ experience of your company, I can warmly recommend contacting Loyalty Group. The ROI of satisfied customers is a very simple equation. You cannot afford not to.

– Brian Lønroth, CEO, Waoo Fibia

For six years, I have had the pleasure of working with Loyalty Group. As the person responsible for CX at Waoo Fibia, I have, together with Loyalty Group, designed, established, and operated our VoC program, which includes market insight (BrancheIndex Internet), relational and transactional customer surveys, and, not least, ongoing workshop follow ups (action plans) for both internal resources and our partner companies within the Waoo collaboration.
The results of our efforts have been clear: over a three year period, we increased our NPS score by 14 points (rNPS) and 17 points (tNPS), starting from an already high level within the industry.

– Lars Fogh Sørensen, CX & Partner Manager (2020-2025), Waoo Fibia

I have always experienced a highly professional approach and service from Loyalty Group’s consultants – combined with personality, flexibility, and extensive sparring. This means that I do not always get my way with my ideas. Just as often, I am challenged and end up with an even better solution after the dialogue with Loyalty Group.
If you are looking for expert support and inspiration within customer experience, customer analysis, and/or organizational anchoring, Loyalty Group has my very highest recommendations!

– Lars Fogh Sørensen, CX & Partner Manager (2020-2025), Waoo Fibia