CX Case Study
How Sandvik Enhanced Customer Loyalty with Insights from NPS
Dive into the story of Sandvik, a high-tech engineering group, as they strive to stay intimately connected with their customers and enrich the customer experience.
Overview
This case study from Sandvik Australia reveals the profound effects of customer feedback on service quality and business strategy in a demanding industrial marketplace.
Sandvik is a high-technology engineering group in tools and tooling systems for metal cutting, equipment, tools, and services for the mining and construction industries, products in advanced stainless steel and special alloys as well as products for industrial heating.
Sandvik has about 43,000 employees and sales in more than 150 countries.
Sandvik Australia region partnered with Resonate with the intention to stay close to their customers and understand, and enhance the experience of their customers.
Key Learnings
The significance of understanding customer satisfaction through feedback and its influence on business direction.
Techniques for cultivating customer loyalty to foster repeat business.
Approaches to pinpointing satisfaction and dissatisfaction drivers among different customer segments.
Maintaining exceptional service quality consistently across diverse service lines.
The deployment of relationship NPS programs to gauge and fortify customer loyalty.
Utilization of text analytics to dissect customer sentiment for strategic insights.
How immediate customer callback requests can transform a negative experience into a positive one.
The importance of monthly reporting to keep stakeholders informed on customer experience metrics.
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