Want to find out more? Our knowledge bank gathers materials for those looking to dig a little deeper, and includes texts which explore the subject of customer experience from a variety of perspectives.
Bright Coaching – The agent’s tool for skills development
Do you want your employees to be really satisfied and committed? Coaching is present in many work environments, but it often comes with a huge challenge to both have enough time and to administrate properly. Read more about working effectively and structured with the Bright Coaching tool, a web based platform for coaching and 1-to-1s.
Reorganisation no barrier to customers surveys at SPP
Want to find out how Customer Centre Manager Mathias Norderstå and his team built up SPP’s new customer centre? Take a look at SPP’s statistical development from the start in 2011 to the present day, and see which key performances were targeted.
Everyone is talking about NPS®! – The ultimate question of recommendation?
Is NPS just one in a series of metrics we’re told plays a key role in identifying profitable customers, or is there a point to asking “the ultimate question”? How is the NPS rating calculated, and what are promoters, passives and detractors? How can you follow up results and boost profitability?
How Storebrand/SPP harness customer feedback
What makes customers think the way they do? Storebrand/SPP work actively towards finding out why customers give both good and bad ratings in ongoing surveys. Want to know how this works in practice? Read our interview with Storebrand/SPP.
Bright Loyalty System – Working methods and system support for acting on customer experience
Do you want to take the next step in acting on customer feedback? Learn how you can create loyalty and simultaneously become a customer-driven in your progress by following up on customer feedback. Our new service Bright Loyalty System is a method and system for acting on customer experiences across the organization.
Bright Navigator & Bright Index – an effective way of measuring and developing
Want to improve customer contact by boosting customer and employee satisfaction at the same time as keeping track of key performance indicators? Read more about how you can deliver superior customer service with help from Bright Navigator and Bright Index.
Four trends affecting customer commitment and the desire to repeat purchase
The quality of the personal service we provide is becoming increasingly important, while at the same time, customers are seeking new channels for self-service. In order to succeed on both counts, companies are tasked with cooperating more effectively across all units. Read more about the key trends in sales and service set to take centre stage moving forward.
Maximising the impact of your customer satisfaction surveys
The effects of ongoing customer satisfaction surveys should be reflected in increased income or reduced costs. In this white paper, we describe three key elements in efforts to increase customer satisfaction to have a real impact for your service as well as your sales.
3 steps to customer service which strengthens your brand
Christian Claussen, CEO at Nordea, talks about Nordea’s approach to customer experience. Find out more about how to leverage customer service as one your company’s key tools to improve customer experience and maintain a powerful brand.
Leveraging customer and employee satisfaction surveys to improve performance
Do you want to develop, manage and retain talent within your company? Do you want to improve the quality of your products and services through better understanding of the needs of your customers? Do you want to become more efficient and improve quality within your business?