Copenhagen Airports want to deliver a great customer experience to all its travelers, no matter the destination. To report and measure representatively on the overall satisfaction, customer flows, spending etc. a complex day-to-day sampling plan is required.
HK has a strategic goal to strengthen the member experience. HK needed further insights into how the members perceived the largest touchpoints and how they can improve the services on a continuous basis.
Industriens Pension has high ambitions for their customer experience. They want satisfied customers who will recommend them as a pension fund. Pension is a low interest subject to many people, so to accomplish this they want to personalize their customer interactions to accommodate the individual customer’s needs and preferences.
In a market characterised by medias struggling to maintain paying readers as well as rapid changes in reading behaviour, Børsen want to develop a strong value proposition that resonate with readers’ needs and behaviour, defining the strategic offset for future actions and communication.