Project scoping

Goals are unattainable without insights

Getting off to a good start is only the beginning. The same goes for loyalty projects. Start with a scoping project.

Once the decision has been made, the temptation is to jump straight to realising increased customer centricity. Because there’s so much to do! But that’s exactly why it’s wise not to jump in head first. We recommend a rational start-up by scoping the project, just as you would for any other business-critical activity.

What has value for both your customers and your company?

Scoping a project basically means defining where you want to be and how to get there. For any organisation, there’s no end to how customer centric you can go, so what’s realistic for you? As soon as you know, you can start planning and prioritising your efforts. What has value for your customers? And does that hold value for your company, too?

A reliable plan for profitable customer centricity

Loyalty Group’s real-world experience means that we can help you find the answers to these questions. We do that through one or more scoping projects with relevant stakeholders from your company. The scoping project will give you insights into:

  • The revenue potential of increased customer centricity and customer loyalty
  • The main phases and touchpoints in the customer journey
  • Your overall need for customer insight going forward
  • The structure for gathering, processing and reporting customer insights
  • Satisfaction and loyalty among a sample of your customers
  • The ideal process flows towards increased customer centricity

After a workshop, we compile insights and recommendations in a report, which will be your management tool on the way to profitable customer centricity.

The bottom line: Contact us!

Do you know for sure where you need to invest to get the most out of your work with customer orientation? It is no shame to answer no. But it would be a shame not to do something about it.

Call us on (+45) 7025 2627 if you want to be sure that your customer orientation will also be bottom line oriented.

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)


Do you also want to maximise your customer loyalty efforts? Then contact us for a no-strings chat about your needs.

Feel free to call us on (+45) 7025 2627 or email us at

Alternatively, complete the online form on this page and we’ll get back to you as soon as possible.