Stefan Kolle

One Big Mistake Costing Car Dealerships Millions in Sales (and a simple way to fix it)

An average car buyer visits 1.4 dealerships before buying — almost 70% less than some 10 years back (down from 4.5 visits). Put differently, the face to face time your sales reps have with buyersis now 3 times more valuable than before. 

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8 Ways in which NPS® can add value to your business

Could asking two simple questions actually help double your sales? 

Over the past 15 years, I’ve seen this and many other amazing results of well run Net Promoter programmes:

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ING Insurance: The Journey Towards Customer Centricity

Insurance companies have always suffered negative reputation among customers for complexity, lack of clarity and impersonal service. 

Then, the situation got even harder. 

After financial markets fell in 2008, many customers lost their faith. Something needed to be done quickly. 

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Ten Ways To Take Your Net Promoter® Programme To the Next Level

Net Promoter System could easily be one of the most debated (as well as misunderstood and underutilized) methods out there. 

Yet, two-thirds of all Fortune 1000 companies are utilizing the system. And after 15 years of working on dozens of customer experience programmes for major European brands, we have yet to find a more practical, effective and actionable approach. 

That is - when it’s done right. 

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5 checks for your Net Promoter® Programme

Net Promoter programme is the most practical, effective and actionable approach to better customer experience and can result in a growth of profits and loyal customers. 

But only if it’s done right. 

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NPS: How to start small and get quick results

If you’re (re)starting a Net Promoter program, you might be taking the first steps of a journey that will profoundly impact your organisation. And your career. 

NPS is still the most practical, effective and actionable approach to a great customer experience — which is one of the most effective paths to profit for any business.

Unfortunately, more than two-thirds of CX initiatives fail, according to CustomerThink. 

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Free Breakfast Session: NPS Programmes done right: To win loyal customers and profit!

Net Promoter Programs (or other Voice of the Customer approaches) have already become an integral part of operations for many companies. See how you can use NPS to win the best customers and to achieve the highest financial results for your business. Because without satisfied customers there is no successful service!

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Gratis Breakfast Session: Net Promoter richtig gemacht: Schnell Loyalere Kunden und mehr Gewinn!

Net Promoter Programme sind zu Recht zu einem festen Bestandteil vieler Unternehmen geworden. Holen Sie mithilfe von NPS die besten Kunden - und finanziellen Resultate aus Ihrer Firma heraus. Kein erfolgreicher Service ohne zufriedene Kunden!

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Is Net Promoter compliant with GDPR?

One of the questions we have been asked a lot recently is whether NPS is “GDPR-Proof”. Everyone is quite nervous about the GDPR regulation coming in May, as a misstep in managing the customers privacy could easily end up costing a company major amounts of fines.

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Introducing our new product: Net Promoter as a Service (or Outsourced NPS, if you wish)

Implementing a Net Promoter System® or any other Voice of the Customer programme can be difficult. You think of just starting to ask a few questions and nudging a few people in the right direction. It seems fairly easy in the beginning, but then things start to get complicated. You need to spend time setting things up, invest into technology, and keep on putting effort and internal resources even after the launch.

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